IT Support & Network Specialist (Restaurant Technology)

IT Support & Network Specialist (Restaurant Technology)

Department: Information Technology

Reports To: IT Manager / Director of IT

Location: Richardson, TX (Hybrid/Travel as Needed)

Position Summary

Golden Chick is seeking a highly motivated IT Support & Network Specialist to join our growing IT team. This role combines traditional Help Desk responsibilities with hands-on support for restaurant back-of-house technology, networking, and infrastructure.

The ideal candidate enjoys troubleshooting, providing exceptional customer service, and working with restaurant technology including POS systems, firewalls, networking equipment, printers, kitchen systems, and third-party integrations. This position supports both our Restaurant Support Center and approximately 250 restaurant locations across multiple states.

Key Responsibilities

Help Desk Support

• Provide Tier 1 and Tier 2 technical support via phone, email, and remote support tools.
• Troubleshoot Windows workstations, printers, user accounts, Microsoft 365, and common software issues.
• Resolve support tickets while meeting established SLAs.
• Escalate complex issues when appropriate while maintaining ownership through resolution.
• Create and maintain technical documentation and knowledge base articles.
• Assist with user onboarding, equipment deployment, and account provisioning.

Restaurant Technology Support

• Support POS systems, Kitchen Display Systems (KDS), kitchen printers, payment devices, and back-office applications.
• Assist with restaurant openings, transfers, remodels, and ownership changes.
• Coordinate with restaurant managers, franchisees, and vendors to resolve technology issues.
• Support digital ordering platforms including OLO, third-party delivery, loyalty, and catering integrations.

Network & Infrastructure

• Configure and troubleshoot:
• Firewalls
• Switches
• Wireless Access Points
• VPN connections
• LTE Failover
• ISP connectivity
• Monitor network health and respond to outages.
• Work with ISPs and networking vendors to resolve connectivity issues.
• Support installation and replacement of restaurant networking equipment.
• Maintain network documentation and inventory.

Vendor Coordination

• Coordinate with technology partners including POS, payment processing, networking, telecom, and digital ordering vendors.
• Track vendor tickets through resolution.
• Assist with hardware RMA and equipment replacements.

Required Qualifications

• 2–5 years of IT Help Desk experience
• Experience supporting network infrastructure
• Strong customer service and communication skills
• Experience with:
• Windows 10/11
• Microsoft 365
• Remote support tools
• TCP/IP Networking
• DHCP
• DNS
• VPN
• Wi-Fi
• Routers & Firewalls
• Ability to prioritize multiple issues in a fast-paced environment.
• Willingness to travel occasionally to restaurant locations.

Preferred Qualifications

• Restaurant or retail technology experience
• POS support Experience (Qu, NCR Aloha, Toast, Oracle MICROS, etc.)
• Experience supporting:
• Payment terminals
• Kitchen Display Systems
• Digital menu boards
• OLO or online ordering platforms
• Networking
• Help Desk

Technical Skills

Preferred experience with:

• Microsoft 365
• Windows Server
• Active Directory
• TCP/IP Networking
• Wi-Fi
• VPN
• DNS/DHCP
• Routers & Firewalls
• Network Monitoring Tools
• POS Systems
• Remote Support Software
• Printers & Peripheral Devices

Soft Skills

We're looking for someone who is:

• Customer-focused
• Organized and detail-oriented
• Calm under pressure
• A strong communicator
• Self-motivated
• Team-oriented
• Passionate about solving problems
• Comfortable working directly with restaurant operators and franchisees