IT Support Analyst

IT Support AnalystLou Malnati's is seeking an IT Support Analyst to provide front-line technical support to our restaurant locations and home office staff. This role is the first point of contact for technology issues — delivering friendly, effective help across hardware, software, network, and POS systems.Principal Responsibilities And Duties:Provide Tier 1 and Tier 2 technical support via phone, email, and ticketing systemTroubleshoot and resolve hardware, software, network, and POS issuesDocument all support interactions accurately in the ticketing systemEscalate complex issues with complete documentationPerform on-site support at restaurant locations as scheduledAssist with hardware setup, imaging, deployment, and inventory managementSupport new user onboardingContribute to knowledge base documentationParticipate in an on-call rotation to provide after-hours support to Lou Malnati's locationsTravel to Lou Malnati's restaurant locations and company sites as requiredPerforms other related duties as assignedMinimum Qualifications Basic Knowledge & Competencies:Strong end-user computing fundamentals — Windows, Office 365, networking basicsExcellent customer service and communication skillsAbility to follow troubleshooting procedures and document clearlyPositive, team-oriented attitudePrevious Experience/Education:High school diploma required; Associate's degree in IT or related field preferred1-3 years of help desk or IT support experienceCompTIA A+ or equivalent experience preferredRestaurant or retail experience a plusPoint-of-sale (POS) system experience preferred; Toast POS experience a strong plus, including terminal installation, configuration, and troubleshootingNew store opening (NSO) support experience a plus — hardware staging, on-site deployment, and day-of technical support for restaurant launchesRequired to read and write English, follow verbal and written instructions, and use basic mathPhysical Demands And Working Conditions:Work performed in an office environment and at restaurant locations as requiredRequired to sit and use a computer for extended periodsMust be able to lift and carry up to 80 lbs. on an occasional basis when moving or relocating computer equipmentMust have reliable personal transportation capable of securely transporting computer hardware to company locationsReasonable accommodations may be made to enable individuals with disabilities to perform essential functionsLeverage Ai Tools:Even at the front line of support, AI tools can meaningfully improve the quality and speed of the work.

Every IT Support Analyst is expected to use AI as a daily productivity tool.Use AI to research unfamiliar error messages and technical issues, finding solutions faster than searching aloneApply AI to draft clear, professional ticket notes and escalation documentationLeverage AI to help communicate technical issues to non-technical restaurant staff in plain, accessible languageUse AI to draft knowledge base contributions and step-by-step resolution guides from issues you've solvedApply AI to learn new technologies and prepare for technical certifications and skill developmentEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.