Information Technology Support Specialist

About the RoleWe are a multi-unit restaurant group with 33 locations, and we’re looking for a reliable, tech-savvy IT Operations Support Specialist to join our team on a part-time basis (10–20 hours per week). This is a hybrid role — you’ll primarily work from home, with office space available whenever you’d like it and occasional in-person requirements for hardware setup and other hands-on tasks.The single most important quality we’re looking for is reliability. When one of our restaurants is having a technology issue, we need someone who picks up the phone, stays calm, and works through it — even when the person on the other end isn’t technical. If that’s you, the rest of this role will come naturally.Restaurant or hospitality industry experience is a strong plus. You don’t need a deep background in it, but candidates who understand how restaurants operate will be far more effective in this role from day one.What You’ll DoIT Support — This Is the Core of the Role•    Serve as the primary point of contact for IT support across all 33 restaurant locations. Stores will call you when something isn’t working — your job is to answer, troubleshoot, and resolve.•    Work patiently and clearly with non-technical restaurant staff to diagnose and fix issues with our proprietary POS system and related technology.•    When a problem can’t be resolved over the phone, document it with enough detail to create a support ticket for follow-up.•    Configure and ship replacement hardware devices as needed (a few times per week on average) — following step-by-step procedures to build and stage new devices, coordinate shipping to the store, and follow up on installation.User & Access Management•    Maintain user accounts across our internal systems — adding new employees and promptly removing access for those who have left.•    Coordinate with office staff and franchise owners on access changes and provide basic guidance to new users.Miscellaneous Project Support•    When phone volume is low, assist with smaller internal projects and one-off tasks as they come up — things like running and summarizing reports, supporting operational requests from franchisees, or other light administrative and tech projects.•    Scope and priority of these tasks will always be secondary to being available for live IT support.What We’re Looking For•    Reliable and reachable. This is the #1 requirement. When a store calls with a problem, we need you to be there.•    1+ year of IT support, help desk, or technical troubleshooting experience.•    Strong communication skills — you can explain technical issues clearly and calmly to people who aren’t technical.•    Comfortable working independently with minimal supervision in a remote/hybrid setting.•    Basic familiarity with user account management (adding/removing users in software systems or admin platforms).•    Experience in restaurants, food service, or hospitality is a genuine plus — not required, but it makes a real difference in this role.•    Organized and able to manage a handful of small tasks at once without dropping anything.Schedule & Location•    Part-time: 10–20 hours per week.•    Hybrid: primarily remote with office space available; some in-person time required for hardware tasks and occasional meetings.•    Availability during business hours is important — stores need support when they’re open.Compensation & Benefits• $20 – $30 per hour, depending on hours and experience• Flexible schedule within business hours• Mostly work-from-home with office access available