Technical Support Specialist (POS Systems)

firstPRO, Inc; Dedham (MA); On-site; USD 55,000 - 65,000; Full time

Job summary

A technology services company is seeking a Technical Support Specialist to provide help desk support and resolve IT issues across restaurant locations. The candidate should have 2+ years of experience, preferably in QSR or retail, and strong troubleshooting skills. This full-time position offers a competitive salary and may require occasional travel to restaurant locations for support.

Qualifications

• 2+ years of IT help desk or technical support experience, preferably in QSR or retail.
• Familiarity with network protocols like TCP/IP, DHCP, DNS is a plus.
• Flexibility to work evenings or weekends to support restaurant operations.

Responsibilities

• Serve as the first point of contact for technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve hardware, software, and network issues for restaurant and corporate staff.
• Install, configure, and maintain computers, printers, routers, and POS equipment.

Skills

Troubleshooting

Customer service

Problem-solving

Analytical abilities

Technical support

Education

Associate or Bachelor’s degree in Information Technology

Tools

POS systems (e.g. TOAST)

Microsoft 365

Windows and macOS

Remote support tools

Job description

Technical Support Specialist (POS Systems)

This range is provided by firstPRO, Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$55,000.00/yr - $65,000.00/yr

The Technical Support Specialist (I.T.) plays a key role in ensuring the smooth operation of technology systems across all restaurant locations and corporate offices. This individual provides front-line help desk support, resolves hardware and software issues, assists with POS systems, network connectivity, and coordinates with vendors to maintain reliable technology performance within the QSR environment.

Key Responsibilities

Help Desk & Technical Support

• Serve as the first point of contact for technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve hardware, software, and network issues for restaurant and corporate staff.
• Escalate unresolved issues to higher-level IT staff or external vendors as necessary.
• Maintain a log of issues and resolutions within the help desk management system.

System Maintenance & Configuration

• Install, configure, and maintain computers, printers, routers, and POS equipment.
• Manage user accounts, passwords, and access controls in accordance with company policies.
• Perform routine system updates and preventive maintenance to minimize downtime.
• Assist with network monitoring, backups, and security measures.

Restaurant Technology Support

• Provide remote and on-site support for restaurant locations during openings, remodels, and upgrades.
• Support implementation of new QSR technology systems such as mobile ordering, loyalty apps, or delivery integrations.
• Coordinate with third-party vendors for equipment repair and maintenance.
• Ensure minimal disruption to restaurant operations during service interruptions.

Documentation & Training

• Document troubleshooting procedures, FAQs, and support guidelines.
• Train restaurant managers and staff on the use of technology systems and tools.
• Provide feedback to IT leadership regarding recurring issues and potential system improvements.

Qualifications

Education & Experience

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• 2+ years of IT help desk or technical support experience; QSR or retail environment strongly preferred.
• Experience supporting POS systems (e.g. TOAST.) and restaurant hardware.
• Familiarity with Windows and macOS operating systems, Microsoft 365 applications, networking fundamentals, and remote support tools.
• Skills & CompetenciesStrong troubleshooting, problem-solving, and analytical abilities.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Flexibility to work evenings or weekends as needed to support restaurant operations.
• Understanding of network protocols (TCP/IP, DHCP, DNS) and VPN setup is a plus.
• Hybrid or on-site position depending on operational needs.
• Position requires occasional travel to restaurant locations for on-site support and installations.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology