SJob Title: IT Analyst, Restaurant Systemsenior Technical Support Specialist Job Listing at Papa Gino's in Dedham, MA (Job ID 3878000)

Description

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Job Title: IT Analyst, Restaurant Systems

Reporting to: IT Director, Restaurant Systems

Location: Dedham, MA (Hybrid)

Key Responsibilities

Restaurant Systems Support

• Provide day-to-day support for restaurant systems including POS, payments, kitchen systems, and back-office solutions.
• Troubleshoot issues, identify root causes, and coordinate resolution with internal teams and vendors.
• Support POS configuration based on Marketing Calendar requirements. 
• Work directly with Marketing and Operations to elicit requirements for new products and promotions.
• Serve as an extension of the IT help desk to support the quick resolution of issues.

POS Systems

• Monitor system health and assist in minimizing restaurant downtime and service disruptions.
• Establish and maintain a robust testing plan to ensure quality and on-time delivery of all configurations.
• Assist with new store openings, remodels, POS upgrades, and technology rollouts.
• Support pilot testing, store readiness checklists, and go-live validation.
• Track rollout tasks, risks, and issues to ensure successful completion.

System Testing & Change Management

• Participate in testing for new features, patches, upgrades, and integrations.
• Validate fixes and enhancements in test environments before production release.
• Maintain change documentation and support communications to operations.

Vendor & Cross-Functional Collaboration

• Work with restaurant technology vendors, payment processors, and network providers.
• Partner with Marketing, Operations, Training, Finance, and Support teams to align technology with restaurant needs.
• Provide clear status updates and issue summaries to stakeholders.

Documentation & Process Improvement

• Create and maintain SOPs, troubleshooting guides, and deployment documentation.
• Identify recurring issues and recommend long-term improvements.
• Assist with tracking KPIs such as ticket trends, recurring failures, and system uptime.

Security & Compliance Support

• Follow security best practices for restaurant devices and store systems.
• Support password/access procedures and assist with compliance requirements (PCI, policy standards).
• Report potential security concerns and assist with remediation activities.

Qualifications

Required

• 5+ years of IT support or systems analyst experience (restaurant/retail environment strongly preferred).
• Experience supporting POS systems and store technology (Toast and Olo strongly preferred).
• Experience supporting inventory and labor applications (Crunchtime strongly preferred).
• Ability to work with vendors and internal teams to resolve issues quickly.
• Strong communication skills and customer-service mindset.
• Ability to manage multiple priorities in a fast-paced operational environment.

Preferred

• Strong troubleshooting skills across software, peripherals, and networking.
• Experience with Windows-based POS, Android/iOS devices, or managed tablets.
• Basic networking knowledge (IP addressing, switches, Wi-Fi, VPN, ISP outages).
• Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.).

Skills & Competencies

• Strong problem solving and root-cause analysis
• Detail oriented with excellent documentation habits
• Ability to communicate clearly with technical and non-technical users
• Strong organizational and follow-through skills
• Comfort working in restaurant environments when needed
• Team-first mindset with strong sense of urgency