NOTE: This position is based out of Louisville, KY. Your territory will be approximately a 3-hour driving radius from Louisville. A company vehicle will be provided.
Position Summary: The Information Technology (IT) Field Service Technician provides operational field level IT service support and assistance to the Fourteen Foods family of restaurants. Each Field Service Technician takes responsibility for his or her region and becomes the primary technical expert for their stores. The Fourteen Foods internal helpdesk identifies hardware and software issues and will assign break/fix tickets to the technicians for repair. Technicians also visit the stores assigned to their territory to perform preventative IT systems maintenance and to provide IT support in any way possible.
Heavy travel is required as a part of this position and may include overnight stays to accomplish assigned tasks. Fourteen Foods provides their Field Techs with a vehicle, as well as all necessary tools to complete tasks.
Essential Functions:
- Provide proactive support for the store’s IT equipment.
- Be proactive and adaptable to situations and evaluate the best processes and timing to provide IT support to the stores.
- Store-level IT support includes the store’s technology platforms which includes, but is not limited to, Point-of-Sale (POS) systems, back-office computer systems, telephone and internet service, video camera security systems, drive-thru headset systems, drive thru timer systems and peripherals, digital menu panels (TVs), miscellaneous networking and cabling, and credit card systems.
- Take responsibility for the troubleshooting and resolution of assigned help desk tickets involving technology issues at the stores to include swapping hardware as needed.
- Provide frequent updates for open tickets to ensure that internal customers remain informed.
- Document ticket resolution in service desk software tickets accurately and thoroughly.
- Create and update troubleshooting articles for the IT Knowledge Base
- Install hardware and software upgrades to the store technology platforms, configure and test various store technologies. On occasion, a field technician may need to travel outside of their core market to assist with these situations.
- Deinstall hardware and software technology platforms as required for remodels, store relocations, and/or store closings. On occasion, a field technician may need to travel outside of their core market to assist with these situations.
- Assist office users or operations team members with technology related issues, as necessary.
- Engage in Life-Cycle management processes.
- Assist the business with projects and initiatives which may or may not include after-hour work including weekends for priority 1 situations.
- Participate in new store builds, acquisitions, and remodels on an as needed basis.
- Run low voltage cable as necessary to ensure proper connectivity of networked devices.
- Train new and existing store personnel in new technology, devices, and/or applications to ensure an overall understanding of the technology systems in place.
- Participate in preventative maintenance such as cleaning POS registers and confirming that unapproved devices are not installed or added to the store technology equipment.
- Create tickets for issues identified during preventative maintenance and work to resolve the issue.
- Provide after-hours and weekend support, on a rotation schedule, as necessary. Each IT technician will be responsible for 1 week of after-hour support approximately every 6-8 weeks.
Perform physical functions that include but are not limited to:
- Working on a ladder up to 20’
- Standing, Sitting, Walking, Bending, Twisting, Kneeling and Climbing
- Reaching, lifting (Up to 50 lbs.), carrying (up to 50 lbs.), grasping
- Repetitive Motion
- Working conditions may also vary in location/department, such as inclement weather, noise, heights, and heat to name a few
- Other duties as assigned
Competencies:
- Organizational, planning, and time management skills
- Communication skills, both verbal and written
- Problem analysis and problem-solving expertise
- Working knowledge of Quick Serve Restaurant (QSR) (or equivalent) technology and networking
- Adept at using construction tools (i.e., ladders, level, hammer, drill, screwdriver, etc.)
- Attention to detail and accuracy
- Proficient in Microsoft (Word, Excel, and Outlook)
- Proficient with troubleshooting mobile hardware (cell phones, laptops, etc.)
Qualifications:
- Associate or bachelor’s degree in computer science or MIS preferred, or equivalent relative experience.
- 2-3 years of IT QSR/retail experience preferred.
- PCI-DSS knowledge is a plus.
- Ability to travel 75%-95% of work hours.
- Valid Driver’s License.
- Background check and Motor Vehicle background check are required.
Frauenshuh Hospitality – KY Home Office
Pay: Hourly