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Technical Support Administrator

Cooper's Hawk Winery & Restaurants

Downers Grove, IL

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JOB DETAILS
SALARY
$55,000–$66,000 Per Year
JOB TYPE
Full-time
SKILLS
Accidental Death and Dismemberment (AD&D), Asset Management Software, Audiovisual, Business Solutions, Communication Skills, CompTIA A+, CompTIA Network+, Computer Maintenance, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Dental Insurance, Desktop PC, Endpoint Security, Establish Priorities, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Information Technology & Information Systems, Insurance, Internet/IP Telephony, Inventory Management, Knowledge Base, Laptop PC, Maintenance Services, Menu Development, Microsoft Active Directory, Microsoft Windows System Administration, Mobile Devices, Network Software, On Call, On Site Support, Onboarding, Operating Systems, Organizational Skills, PC Software, Performance Metrics, Peripheral Hardware, Point of Sale (POS) Systems, Prescription Drugs, Printers, Problem Solving Skills, Process Improvement, Restaurant, Retail, Sales, Service Delivery, Service Level Agreement (SLA), Software Administration, Software Patches, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, Telemedicine, Time Management, Training/Teaching, User Account Administration, Vision Plan, Willing to Travel
LOCATION
Downers Grove, IL
POSTED
2 days ago

The Technical Support Administrator is responsible for ensuring the logging and timely resolution of IT service requests, incidents, and problems by providing Level 1 and Level 2 Helpdesk Support to Cooper’s Hawk restaurant and corporate office team members. Main tasks include troubleshooting and restoring services to hardware and software systems, PCs, printers, mobile devices, Point-of-Sale equipment, A/V equipment, and other IT and business systems within the Cooper’s Hawk environment. This position requires someone who is customer-service oriented and has strong troubleshooting skills, along with a natural curiosity and a strong desire to “figure it out” - someone who enjoys digging into issues, asking thoughtful questions, and seeing problems through to full resolution rather than settling for temporary fixes.
 
The hours for this position are on a flexible rotating schedule. This role is part of the Information Technology team, which is based out of the Restaurant Support Center in Downers Grove, IL, where we have a hybrid environment (minimum of 3 days a week on-site).
 
How You Will Succeed:
 
Incident & Request Management
  • Log, prioritize, and resolve technical incidents and service requests across multi-state restaurant locations and the RSC via phone, email, chat, and Freshservice
  • Ensure timely resolution and closure in alignment with SLAs and KPIs
Technical Troubleshooting & Support
  • Diagnose and resolve issues across PCs, POS systems, mobile devices, printers, A/V equipment, and business applications
  • Support installation, configuration, and ongoing maintenance of hardware, operating systems, network components, and software applications
  • Troubleshoot connectivity (internet, telephony, network) and system performance issues
Escalation & Vendor Coordination
  • Escalate complex issues to internal teams or third-party vendors as appropriate
  • Coordinate with MSPs and vendors delivering on-site services to ensure high-quality support
Hardware, Software & Asset Management
  • Provision, configure, and image new or repurposed equipment
  • Process hardware and software requests in accordance with IT policies
  • Maintain accurate inventory of hardware assets, supplies, and licenses
Documentation & Knowledge Management
  • Document incidents, troubleshooting steps, and resolutions to drive knowledge sharing
  • Create and maintain Knowledge Base articles and user-facing “how-to” guides
User Support & Account Administration
  • Support onboarding/offboarding, including account provisioning, deprovisioning, and access management
  • Provide training and guidance to team members on supported systems and applications
Operations & Continuous Improvement
  • Assist with patch management and deployment of critical updates
  • Contribute to the development and improvement of IT processes, procedures, and service delivery standards
Additional Responsibilities
  • Participate in on-call rotation (evenings/weekends)
  • Occasional travel to restaurant locations for support or new system deployments
What You’ll Bring:
 
Required
  • 3+ years of experience in a corporate helpdesk or technical support role
  • Strong troubleshooting skills with a structured, methodical approach to problem-solving
  • Excellent customer service mindset and communication skills
  • Hands-on experience with:
    • Windows environments and administration
    • Microsoft 365, Active Directory, and endpoint security tools
    • Desktops, laptops, POS systems, and peripherals
  • Foundational networking knowledge (TCP/IP, DNS, DHCP)
  • Strong organizational, prioritization, and time management skills
  • Ability to communicate technical concepts clearly to non-technical users
  • Adaptability and eagerness to learn new technologies in a fast-paced environment
Preferred
  • CompTIA A+, Network+, or ITIL certifications
  • Experience supporting multi-unit or hospitality/restaurant environments
Compensation Range: $55,000-$66,000. The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity.
 
What You’ll Get:  
  • Incredible Discounts:
    • Monthly Dining Allowance
    • 50% Dining and Carryout
    • 40% Retail Wine
    • 20% Retail and Private Events
  • Monthly Complimentary Wine Tasting for Two 
  • Medical, Prescription, Dental, Vision Insurance plus Telemedicine and Wellness Program
  • Company Matching 401(k) Retirement Savings Plan
  • Flexible Savings Accounts- Health and Dependent Care
  • Health Savings Account 
  • Long-Term Disability; Voluntary Short-Term Disability
  • Basic Life and AD&D Insurance (with option to purchase additional coverage)
  • Paid Parental Leave
  • Highly Competitive Pay plus Team Member Incentives & Rewards  
  • Paid Time Off 
  • Milestones Recognition Program
  • Complimentary Gym Membership in RSC Building
  • Hybrid Work Week (3 days in office, 2 days remote, depending on role)
Cooper’s Hawk reviews several factors when establishing compensation. Salaries and hourly wages appearing in a job posting may be published by third parties and may not reflect the salaries or hourly wages offered by Cooper’s Hawk.
      
Cooper’s Hawk is an equal opportunity employer.  All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process. 
     
The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.

About Us

Cooper's Hawk features a Napa-style tasting room with wine-inspired retail for entertaining and a full-service restaurant, bar and private event space, offering a modern-yet-casual dining experience. Each scratch-kitchen menu item is designed to pair with our wines. Speaking of wine...the Cooper's Hawk Wine Club is perhaps the largest in the world, offering not only top-notch award-winning wines but also exclusive Wine Club membership benefits, including curated dining and travel experiences. Since 2005, we've brought the Napa Valley experience to our guests and Wine Club members, and now, with Piccolo Buco by Cooper’s Hawk, we’re bringing the vibrant flavors of Rome to them as well. Together, we’re creating a lifestyle brand like no other.

About the Company

C

Cooper's Hawk Winery & Restaurants

After four years of planning and construction, Cooper’s Hawk Winery & Restaurant opened in 2005 in Orland Park, a south suburb of Chicago. The concept was unique. We would create a signature menu with a selection of dishes designed to pair perfectly with our own Cooper’s Hawk wines, made in our own private winery. With sophisticated food and exceptional wines, our concept was born.

The Cooper’s Hawk concept includes four distinct components: an upscale casual dining restaurant, full-service bar, private barrel-aging room, and Napa-style tasting room and retail gift store…all under one roof. Each Cooper’s Hawk location is distinctive in layout and décor, but carries the same warmth and elegance that guests have come to expect.
INDUSTRY
Restaurant/Food Services
FOUNDED
2005
WEBSITE
https://www.coopershawkwinery.com/

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