We are looking for a hands-on IT Support Technician to keep technology running across our quick-service restaurant locations. You will be the first point of contact for hardware, software, network, and point-of-sale issues, triaging vendors as needed. This is a split role: remote work, diagnosing tickets and administering systems, plus time in restaurants for troubleshooting, new-opening testing, and on-site support.
Above all, this role requires someone who genuinely understands how a restaurant runs, what a lunch rush feels like, why a down register at noon is a different emergency than one at 3 p.m., and how a mis-configured modifier ripples from the line to the guest to the P&L. You can walk into a store, read the operation, and prioritize accordingly.
What You’ll Do: Essential functions include, but not limited to:
Help Desk & End-User Support
- Serve as the first point of contact for hardware and software requests from restaurant and corporate employees — in person, by phone, by email, and through the ticketing system.
- Calmly troubleshoot by asking pertinent questions and running diagnostics, then resolve the issue directly or walk the user through the steps remotely.
- Record every problem and resolution in the ticketing system and promptly follow up with users on status.
- Train and instruct store personnel on proper operation of restaurant technology, including after-hours and weekend on-call support as needed.
Restaurant Operations Partnership
- Triage by operational impact — a register or kitchen display down during a rush comes before a back-office request.
- Know the full order lifecycle — entry, routing to the line, expo, payment, reporting — and which system owns each step when something breaks.
- Translate operational pain points from general managers and crew into technical fixes and explain technical constraints back in language that works on the line.
- Support the systems store teams rely on shift to shift: labor and scheduling tools, cash handling hardware, drive-thru and kitchen display systems, and temperature monitoring.
- Recommend process and configuration improvements that reduce errors, speed up service, and cut repeat issues at the store level.
Network & Infrastructure
- Troubleshoot wired and wireless connectivity across restaurant and office environments — IP addressing, VLANs, firewalls, failover configuration, etc.
- Support and troubleshoot audio, camera, and VOIP/cloud-based phone systems.
- Support M365 administration and configuration and ensure critical systems stay functional and reliable for office and remote users.
POS, Menu & Restaurant Systems
- Troubleshoot errors, bugs, and edge cases on the POS and online ordering platform.
- Support menu configuration across POS, digital ordering, and third-party delivery — keeping pricing, modifiers, and routing accurate, including 86ing across all channels.
- Monitor and troubleshoot integrations between ordering, payment, and fulfillment systems, partnering with internal teams and vendors to prevent recurrence.
- Support QA testing for new menu items, system upgrades, and LTOs before go-live.
Accounts, Inventory & Documentation
- Own onboarding and offboarding — user accounts and access permissions across digital platforms, machine imaging, account configuration, and end-user training.
- Maintain equipment inventory, user ownership, and repair tracking for PCs, printers, and mobile devices.
- Maintain documentation — configuration standards, troubleshooting procedures, rollout playbooks, and preventative maintenance programs — for end users and IT staff.
New Openings & Projects
- Assist the IT Director on ongoing and new projects, bringing solid project management skills to new hardware and software rollouts.
- Coordinate, plan, and execute on-site installations for new store openings and reopenings with vendors, and onboard new locations into all systems.
What Will Make You Successful:
- 1–3 years of relevant work experience, or equivalent education, providing on-site and remote computer support, computer networking, and POS support.
- Experience with point-of-sale software, including equipment installation, configuration, and troubleshooting.
- Direct experience working in a restaurant; QSR or fast-casual strongly preferred, multi-unit a plus. Time spent as a crew member, shift lead, or manager is a real advantage.
- Understanding of how front-of-house and back-of-house workflows connect: order entry, kitchen routing and expo, throughput timing, inventory and 86ing, cash handling, and end-of-day reporting.
- M365 and general system administration (user adds, moves, changes, deletes).
- Solid grasp of networking concepts (IP addressing, protocols) plus firewall, antivirus/antispam, and security tools.
- Remote administration tools such as Remote Desktop and Terminal Services.
- Ability to design a durable solution rather than just fixing the immediate problem.
- Credible with store teams, hands-on by nature, and eager to keep learning.
- Physical Requirements: Ability to, with or without reasonable accommodation, perform repair duties such as climbing under counters, working behind appliances, and using ladders, and to lift items up to 50 pounds.
- Travel: Ability to drive a motor vehicle and travel to restaurants and other business locations up to approximately 40% of the time. Travel to NJ, NY, CT, PA, DE and additional markets, including weekend visits and after-hours calls.
What You Can Expect From Us:
- Competitive salary including bonus program
- Transportation Stipend
- 401(k) with company match
- Medical, dental, vision Insurance
- Paid time off + sick time
- Career Growth opportunities
About Rackson Restaurants:
Rackson Restaurants is recognized as one of the top QSR operators in the US with a strong growth strategy and a commitment to values-based leadership. Putting people first is at the core of our company culture. Come be a part of our all-star team!
Benefits
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k)