·         Implements requested changes to POS and back office software for new products, promotions, and configurations

·         Distributes and runs pre-requisite files and testing prior to upgrades

·         Tests solutions to ensure business continuity with POS, back office, and other integrated products

·         Supports the integration of POS to third-party applications, such as back office, kitchen, delivery, etc

·         Collaborates with various departments as it relates to testing and deployment of requested changes

·         Stages and tests servers, workstations, terminals, peripherals, and software within established standards and guidelines to support new store openings, technology life cycle refresh programs, and new systems implementations

·         Assists in the planning, execution, communication, and tracking of technology projects

·         Creates documentation of new configurations, solutions, and processes

·         Operates as subject matter expert (SME) and escalation contact for all restaurant software and hardware

·         Manages restaurant POS fileservers and operating systems, including installation, upgrades, troubleshooting, patching, backup, and recovery

·         Researches and troubleshoots complex problems related to the restaurant technology

·         Identifies, documents, and communicates root causes and problem resolution steps

·         Maintains, updates, enhances, and improves restaurant technology images

·         Participates in process improvements to determine specific issues and resolutions

·         Interacts with product vendors for problem resolution

Innovation, Strategy, and Planning

·         Consults, advises, and partners with Information Technology (IT) leadership to identify and document technology priorities and needs

·         Partners with IT leadership on technology initiatives and projects to increase customer satisfaction, improve efficiency and effectiveness, improve security, decrease spend, and add value

·         Conducts research and vets new technologies with other departments, understanding industry trends

·         Collaborates with business stakeholders to identify needs and develop new solutions and technologies and ensure solutions are operationally ready

·         4+ years of experience in supporting information technology, including software and hardware support

·         1+ years of experience in installing and supporting POS systems in a retail environment preferred

·         Bachelor’s degree (or equivalent experience) with concentration in Computer Science, Information Systems, or a related discipline preferred

·         Proficient in Microsoft Office Suite

·         Experience with NCR Aloha POS products a plus

·         Retail experience (e.g., restaurant, etc) preferred

·         Prior help desk Tier 2+ support experience preferred

·         Independent and creative thinking with minimal supervision

·         Ability to identify, analyze, quantify, and resolve complex problems

·         Ability to communicate complex, technical concepts in clear concise language in verbal, written, electronic, and other communication formats

·         Ability to develop and maintain positive business relationships and foster an environment of mutual respect, understanding, trust and support

·         Ability to adapt and adjust planned work through analyzing work demands, competing priorities, and tight deadlines

·         Ability to clarify and solidify incomplete or vague project requirements to ensure full scope satisfaction

·         Ability to analyze and organize information and to create effective and accurate documentation and reports

·         Implements requested changes to POS and back office software for new products, promotions, and configurations

·         Distributes and runs pre-requisite files and testing prior to upgrades

·         Tests solutions to ensure business continuity with POS, back office, and other integrated products

·         Supports the integration of POS to third-party applications, such as back office, kitchen, delivery, etc

·         Collaborates with various departments as it relates to testing and deployment of requested changes

·         Stages and tests servers, workstations, terminals, peripherals, and software within established standards and guidelines to support new store openings, technology life cycle refresh programs, and new systems implementations

·         Assists in the planning, execution, communication, and tracking of technology projects

·         Creates documentation of new configurations, solutions, and processes

·         Operates as subject matter expert (SME) and escalation contact for all restaurant software and hardware

·         Manages restaurant POS fileservers and operating systems, including installation, upgrades, troubleshooting, patching, backup, and recovery

·         Researches and troubleshoots complex problems related to the restaurant technology

·         Identifies, documents, and communicates root causes and problem resolution steps

·         Maintains, updates, enhances, and improves restaurant technology images

·         Participates in process improvements to determine specific issues and resolutions

·         Interacts with product vendors for problem resolution

Innovation, Strategy, and Planning

·         Consults, advises, and partners with Information Technology (IT) leadership to identify and document technology priorities and needs

·         Partners with IT leadership on technology initiatives and projects to increase customer satisfaction, improve efficiency and effectiveness, improve security, decrease spend, and add value

·         Conducts research and vets new technologies with other departments, understanding industry trends

·         Collaborates with business stakeholders to identify needs and develop new solutions and technologies and ensure solutions are operationally ready

·         4+ years of experience in supporting information technology, including software and hardware support

·         1+ years of experience in installing and supporting POS systems in a retail environment preferred

·         Bachelor’s degree (or equivalent experience) with concentration in Computer Science, Information Systems, or a related discipline preferred

·         Proficient in Microsoft Office Suite

·         Experience with NCR Aloha POS products a plus

·         Retail experience (e.g., restaurant, etc) preferred

·         Prior help desk Tier 2+ support experience preferred

·         Independent and creative thinking with minimal supervision

·         Ability to identify, analyze, quantify, and resolve complex problems

·         Ability to communicate complex, technical concepts in clear concise language in verbal, written, electronic, and other communication formats

·         Ability to develop and maintain positive business relationships and foster an environment of mutual respect, understanding, trust and support

·         Ability to adapt and adjust planned work through analyzing work demands, competing priorities, and tight deadlines

·         Ability to clarify and solidify incomplete or vague project requirements to ensure full scope satisfaction

·         Ability to analyze and organize information and to create effective and accurate documentation and reports