Position Summary
The Senior Desktop Support Technician is responsible for providing advanced technical support across all Black Family Hospitality (BFH) concepts, with a strong emphasis on hospitality systems and Toast POS environments. This role ensures the stability, performance, and security of end-user devices, POS systems, and supporting infrastructure while delivering a high level of service to Operations.
This individual acts as an escalation point for complex issues, leads onsite and remote troubleshooting efforts, and proactively identifies opportunities to improve system performance and user experience.
Key Responsibilities
Technical Support & Troubleshooting
ยท Provide Tier 2/3 support for desktops, laptops, mobile devices, and peripherals across all locations
ยท Troubleshoot and resolve issues related to Toast POS, including terminals, handheld devices, printers, and payment integrations
ยท Support back-of-house and front-of-house technology, including kitchen display systems (KDS) and networking hardware
ยท Diagnose hardware, software, and connectivity issues in high-volume restaurant environments
Hospitality Systems Support
ยท Act as the subject matter expert for Toast POS configuration, deployment, and maintenance
ยท Assist with menu updates, device provisioning, and system optimization
ยท Partner with Operations to minimize downtime and maintain peak performance during service hours
ยท Support new store openings (NSOs), relocations, and remodels
Onsite & Remote Support
ยท Conduct regular onsite visits to restaurant locations to proactively identify and resolve issues
ยท Provide remote support when available
Infrastructure & Networking
ยท Troubleshoot basic to intermediate network issues (LAN/WAN, Wi-Fi, VLANs, DHCP, DNS)
ยท Assist Information Systems Team with ISP troubleshooting and vendor coordination
ยท Assist with maintaining secure and reliable connectivity for POS and business systems
Asset & Lifecycle Management
ยท Manage hardware inventory, imaging, deployment, and lifecycle replacement
ยท Maintain accurate documentation of systems, configurations, and processes
ยท Ensure standardization across all locations
Vendor & Stakeholder Collaboration
ยท Work with third-party vendors, including POS providers, ISPs, and hardware manufacturers
ยท Communicate effectively with all BFH concepts, GMs, and corporate teams
ยท Translate technical issues into clear, actionable updates for non-technical stakeholders
ยท Develop and update SOP (Standard Operating Procedures) for Information Systems internal use and for all BFH concepts
Required Qualifications
ยท 5+ years of desktop support experience, preferably in a multi-site environment
ยท 2+ years supporting hospitality or restaurant technology environments
ยท Hands-on experience with Toast POS or similar POS platforms
ยท Strong knowledge of Windows OS, mobile device support (iOS/Android), and peripheral hardware
ยท Solid understanding of networking fundamentals (TCP/IP, Wi-Fi, firewalls)
ยท Experience supporting printers (thermal, label, kitchen printers) and payment devices
ยท Ability to work flexible hours, including nights and weekends as needed
Preferred Qualifications
ยท Experience with new store openings (NSOs) in the hospitality industry
ยท Familiarity with ITSM tools (ServiceNow, Zendesk, etc.)
ยท Experience with VoIP systems and structured cabling
Key Competencies
ยท Strong problem-solving and analytical skills
ยท Ability to thrive in fast-paced, high-pressure environments (especially during peak service hours)
ยท Excellent communication and customer service skills
ยท High level of ownership, accountability, and attention to detail
ยท Ability to prioritize and manage multiple tasks across locations
Work Environment
ยท Combination of corporate office, remote support, and onsite restaurant environments
ยท Frequent travel to local restaurant locations; regional travel may be required
ยท On-call or after-hours support will be necessary to support restaurant operations