IT Support Analyst

Job Description:

Convive Brands is a New York-based hospitality group that builds and operates high-quality restaurant brands. Convive operates 50+ restaurants nationwide across three concepts: Le Pain Quotidien and Little Beet. As a patient, long-term investor-operator, it aims to build significant enterprise value through both organic growth and acquisition.

The IT Support Specialist is responsible for providing comprehensive technical support and troubleshooting services to end-users, working with the IT Support team to maintain and support all IT hardware and software, and ensuring the smooth operation of the restaurant's technology infrastructure. This role requires excellent customer service, strong problem-solving skills, and the ability to work effectively both independently and as part of a team.

Responsibilities

• Assign and escalate tickets to respective 3rd party partners, team members and departments as required
• Responsible for day-to-day management of the IT Support queue
• Manage the overall IT Support ticket queue, ensuring stable ticket volumes
• Oversee execution of SLA’s for internal IT Support team and 3rd party partners
• Identify trends in ticket volumes and partner with IT team on solutions to mitigate root cause issues
• Provide Level 1 hardware, software and end-user technical support
• Provide day-to-day support, maintenance, and assistance for all IT hardware and software
• Conduct onsite local store visits in the field as needed
• Build IT Support articles and the Knowledge Base to drive efficiencies in ticket resolution
• Maintain and delivery weekly or monthly reports within ticketing system
• Work as part of the IT team to proactively identify problems and facilitate solutions
• Configure, manage, and troubleshoot software systems, with preference given to experience with Toast POS
• Facilitate onboarding provisioning and offboarding tasks.
• Provide onboarding training and support to staff on IT systems and software
• Participate in the planning and implementation of IT projects and upgrades
• Maintain an inventory of IT equipment
• Monitor and respond to system alerts and notifications to ensure timely resolution of issues
• Assist in developing and implementing IT policies and procedures
• Ability and willingness to work weekends and holidays on an on-call rotation

Education & Experience

• A minimum of 2-5 years of experience in an IT Support or Helpdesk role, with experience in the restaurant, hospitality, or retail sectors preferred
• Experience with POS configuration, management and troubleshooting. Experience with Toast POS a preferred
• BS/BA degree in Computer Science or a related IT field, or equivalent certifications and experience
• IT Skills and Certifications: Strong knowledge of network protocols (TCP/UDP, IP, ARP, HTTP, DNS) and troubleshooting required; CompTIA certifications (A+ and Network+) are a plus
• Strong working knowledge of Windows, Mac, iOS, and Android is required

Other Skills and Experience

• Hospitality and/or customer service experience is a significant advantage
• Excellent communication and interpersonal skills
• Strong organizational skills and attention to detail
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Flexibility to work outside of regular business hours as needed
• Multilingual abilities, including Spanish, French, and Arabic, a plus

The annualized salary range for this position (plus a bonus) is: $70,000 - $85,000

Company Benefits

• Health, Medical, Dental and Vision Benefits
• Complimentary One Medical membership: Holistic Healthcare-Primary Care, onsite labs, emotional / mental health support
• Monthly cell phone benefit
• Pre-tax commuter benefits program
• 401K matching (4% match)
• Discounts at our brands
• Snacks and drinks at our office including a commercial-grade espresso machine and daily bread & pastries from Le Pain Quotidien
• Summer Fridays

Convive Brands is an Equal Opportunity Employer. We do not discriminate in employment on the basis of race, color, religion, sex, gender identity, national origin, political affiliation, sexual orientation, marital status, disability, age, veteran status, or other protected class. Convive Brands celebrates diversity and is committed to creating an inclusive environment for all employees.