Papa Gino's

IT Analyst – Help Desk Support

Papa Gino's

full-time

Posted on:

Location Type: Hybrid

Location: Dedham • Massachusetts • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

JuniorMid-Level

Tech Stack

FirewallsServiceNowTCP/IP

About the role

  • Provide first and second-level technical support to restaurant and corporate users via phone, email, and remote tools.
  • Respond promptly to help desk tickets, troubleshoot issues, and ensure timely resolution.
  • Document all support interactions and maintain accurate records in the ticketing system.
  • Assist with the setup, maintenance, and troubleshooting of POS systems.
  • Support hardware and software installation, configuration, and upgrades.
  • Monitor and support network connectivity across restaurant locations (routers, switches, firewalls, and wireless access points).
  • Work with external vendors or service providers to resolve network and system outages.
  • Ensure backup systems and data recovery protocols are in place and functioning.
  • Maintain endpoint security compliance, including antivirus and patch management.
  • Provide technical support for QSR-specific systems such as online ordering, delivery integrations, loyalty programs, and payment processing.
  • Assist with technology rollouts, including POS upgrades and new location openings.
  • Coordinate with operations and training teams to ensure smooth adoption of new technology solutions.
  • Create and update technical documentation, FAQs, and user guides for restaurant staff.
  • Assist in training employees on basic troubleshooting procedures and best practices.
  • Identify recurring issues and recommend long-term solutions or system improvements.

Requirements

  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
  • 2–4 years of I.T. support experience, preferably in the Quick Service Restaurant, hospitality, or retail sectors.
  • Experience supporting POS systems (e.g. Toast.) and restaurant network environments.
  • Proficiency with Windows OS, Microsoft 365, and remote support tools.
  • Strong understanding of TCP/IP networking, VPNs, and Wi-Fi management.
  • Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
  • Familiarity with restaurant hardware peripherals (printers, scanners, KDS, tablets).
Benefits
  • Flexible work arrangements

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supporttroubleshootingPOS systemsnetwork connectivityendpoint securitydata recoveryTCP/IP networkingVPNsWi-Fi managementticketing systems
Soft skills
communicationproblem-solvingdocumentationtrainingcoordinationcustomer servicetime managementattention to detailadaptabilityteam collaboration
Certifications
Associate’s degreeBachelor’s degreeInformation Technology certificationComputer Science certification