Job Summary

The IT Service Desk Technician is part of an IT team and provides tier 1 IT support throughout the organization. IT Service Desk Technician’s primary role is providing technical support for software, hardware, database and applications, to employees and our restaurants by performing problem diagnosis and triage and providing timely solutions to the end-users remotely. We are looking for a team player who clearly communicates technical solutions in a professional manner; setup and install hardware and software; Active directory user administration, provide desk side assistance to users; documenting all support activities; and performing related work as required. First Watch Restaurants operate a support process 7 days week with peak days being the weekends.

Essential Job Duties and Responsibilities

The essential functions in this job description are not all-inclusive of this position’s duties and responsibilities. Reliable and dependable attendance is required.

• Works daily in an incident management application/ticketing system to ensure IT tickets are managed and resolved in a manner meeting or exceeding an internal SLA

• Provides prompt support to our user community in a professional and polite manner

• Manage Solarwinds RMM N-Central Tool

• Troubleshoot and resolve PC \ POS hardware, software and telecommunication issues in a timely and effective manner

• Office 365 end user support

• Third party applications install and support

• POS/Aloha support and escalation

• Vendor escalations and dispatch

• MS Office suite installation and support

• Ensure compliance with First Watch IT Policies and Procedures

• Perform tasks associated with daily opening checklist procedures as directed by IT Leadership

Qualifications

• Associate’s degree in Information Technology or related field OR 4 years relevant work experience required

• Previous experience with an incident ticketing system

• Knowledge of MS Office products, Office 365, Azure AD, Windows AD, TCP/IP networks and network equipment

• Ability to work evenings and on weekends

The Company

First Watch is the leading Daytime Dining concept serving made-to-order breakfast, brunch and lunch using the freshest ingredients available. Guided by its “Follow the Sun” culinary philosophy, First Watch’s chef-driven menu rotates multiple times per year to feature the highest-quality flavors at their peak, offering elevated executions of classic favorites, fresh juices like the Kale Tonic, and fan favorites such as the Lemon Ricotta Pancakes, Quinoa Power Bowl and signature Million Dollar Bacon. For every kid’s meal served, First Watch proudly donates a portion to organizations and causes making a positive impact in our communities – raising approximately $2.3 million to date. A recipient of many “Best Breakfast” and “Best Brunch” awards, First Watch was voted #1 Best Breakfast by Newsweek’s Readers’ Choice Awards in 2025, and also named 2025 and 2024’s #1 Most Loved Workplace® in America by the Best Practice Institute – an accolade most recently featured in The Wall Street Journal – after appearing on the list in 2022 and 2023, as well. With a commitment to quality, hospitality and community, First Watch is redefining Daytime Dining across more than 680 restaurants in 33 states. For more information, visit www.firstwatch.com.

First Watch is an equal opportunity employer. In compliance with the Americans with Disabilities Act, First Watch will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.