Helpdesk Technician

As a Help Desk Technician, you’ll be on the front lines of our customer support experience—providing prompt, thoughtful, and technically sound assistance to ensure our clients receive exceptional service beyond the installation phase. Whether it's troubleshooting hardware/software issues, assisting via phone or remote sessions, or working with teammates to solve complex problems, your support helps keep our customers running smoothly and confidently.

This role is part of our Help Desk team and requires strong communication skills, technical aptitude, and a genuine passion for helping others. You’ll also participate in our on-call rotation and support various pre-installation and product testing tasks, helping to drive continuous improvement in both customer experience and product quality.

Key Responsibilities:

• Provide responsive, empathetic technical support via phone, email, and remote access tools.
• Troubleshoot hardware, software, and network issues in live environment.
• Participate in after-hours on-call rotation for emergency support.
• Conduct equipment staging, setup, and testing ahead of field installation.
• Document all customer interactions and resolutions accurately and promptly.
• Assist with product testing, evaluation, and feedback for internal teams.
• Maintain and update custom databases and client configurations.
• Work collaboratively with team members to foster a learning and supportive environment.
• Ensure all communications reflect professionalism and company values.

Desired Attributes:

• Empathetic communicator who prioritizes customer needs.
• Calm under pressure, especially in high-stress situations.
• Naturally curious and eager to learn new technologies.
• Team-oriented with a supportive and collaborative mindset.
• Organized and detail-oriented in all aspects of work.
• Proactive and self-motivated with a strong work ethic.
• Adaptable to shifting priorities and fast-paced environments.
• Positive attitude with a willingness to go the extra mile.

Qualifications:

• Minimum 1 year of technical support experience in an end-user or help desk environment.
• Familiarity with hardware/software troubleshooting and remote support tools.
• Understanding of basic networking principles (e.g., IP addressing, routers, switches).
• Experience with POS systems; FocusPOS or Gold Certification is a strong plus.
• Proficient in Windows OS, Microsoft Office Suite, and remote desktop platforms.
• Comfortable managing and updating technical documentation and support tickets.
• Previous restaurant or hospitality experience (preferred, not required).
• Participation in an after-hours support rotation or similar on-call structure.
• Ability to assist in pre-installation setup and staging of IT equipment.