IT Support Technician

OVERVIEW

The IT Support Technician is the friendly first stop when something with technology isn’t working at Pacific Catch. You’ll help our restaurant teams and office staff with everyday tech needs, like fixing a jammed receipt printer, getting a register back online, setting up a new laptop, or helping someone get back into their account. This is a as-needed, hourly position hands-on role with plenty of time in our restaurants. It’s a great fit for someone early in their IT career who enjoys solving problems, helping people, and learning new skills.

REPORTS TO

Director of IT

SCHEDULE

Hours vary week to week based on business needs, and there are no guaranteed minimum hours. Most work happens during the day on weekdays, but some early mornings, evenings, overnights, or weekends may be needed, such as after-hours or overnight work while restaurants are closed.

REQUIRED ATTRIBUTES

• Patient, friendly, and calm under pressure, especially during a busy lunch or dinner rush
• Good at explaining tech in simple, everyday words
• Curious and eager to learn; enjoys figuring out how things work
• Organized, dependable, and good at following through
• Comfortable working on your own and as part of a team
• Passionate about hospitality and creating a great guest experience

RESPONSIBILITIES OF A IT SUPPORT TECHNICIAN

• Be the first point of contact when restaurant or office staff need tech help, by phone, email, chat, or in person.
• Keep track of every request from start to finish so nothing slips through the cracks, and let people know when it’s fixed.
• Troubleshoot and fix restaurant equipment, including Toast registers, handheld tablets, kitchen screens, receipt and kitchen printers, and card readers.
• Help with Wi-Fi and internet problems at the restaurants, such as restarting equipment and working with the internet provider when service is down.
• Set up, update, and repair laptops (Mac and Windows), phones, and other devices for new and current employees, including staff who work remotely.
• Set up and remove user accounts for new hires and departing employees, following IT’s written steps and approval process.
• Help team members with password resets, sign-in problems, and using our password manager safely.
• Reach out to outside vendors, such as Toast, phone, and alarm providers, when a problem needs their help, and follow up until it’s solved.
• Keep an accurate list of company equipment: what we have, where it is, who has it, and when it needs replacing.
• Write and update simple how-to guides so staff can solve common issues on their own.
• Help train restaurant teams on the systems they use every day.
• Follow company security practices and speak up right away if something looks suspicious, like a scam email or an unknown device.
• Escalate bigger problems to the Director of IT, and help out with other IT projects as they come up.