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About the Role

The Senior Desktop Support Technician provides advanced technical support for Black Family Hospitality (BFH) concepts, focusing on hospitality systems and Toast POS environments. This role ensures the performance and security of end-user devices and POS systems, acting as an escalation point for complex issues and driving system improvements.

Responsibilities

• Provide Tier 2/3 support for desktops, laptops, mobile devices, and peripherals across all locations.
• Troubleshoot and resolve issues related to Toast POS, including terminals, handheld devices, printers, and payment integrations.
• Support back-of-house and front-of-house technology, including kitchen display systems (KDS) and networking hardware.
• Diagnose hardware, software, and connectivity issues in high-volume restaurant environments.
• Act as the subject matter expert for Toast POS configuration, deployment, and maintenance.
• Assist with menu updates, device provisioning, and system optimization.
• Partner with Operations to minimize downtime and maintain peak performance during service hours.
• Support new store openings (NSOs), relocations, and remodels.
• Conduct regular onsite visits to restaurant locations to proactively identify and resolve issues.
• Provide remote support when available.
• Troubleshoot basic to intermediate network issues (LAN/WAN, Wi-Fi, VLANs, DHCP, DNS).
• Assist Information Systems Team with ISP troubleshooting and vendor coordination.
• Assist with maintaining secure and reliable connectivity for POS and business systems.
• Manage hardware inventory, imaging, deployment, and lifecycle replacement.
• Maintain accurate documentation of systems, configurations, and processes.
• Ensure standardization across all locations.
• Work with third-party vendors, including POS providers, ISPs, and hardware manufacturers.
• Communicate effectively with all BFH concepts, GMs, and corporate teams.
• Translate technical issues into clear, actionable updates for non-technical stakeholders.
• Develop and update SOP (Standard Operating Procedures) for Information Systems internal use and for all BFH concepts.

Requirements

• 4+ years of desktop support experience, preferably in a multi-site environment.
• Hands-on experience with Toast POS or similar POS platforms.
• Strong knowledge of Windows OS, mobile device support (iOS/Android), and peripheral hardware.
• Solid understanding of networking fundamentals (TCP/IP, Wi-Fi, firewalls).
• Experience supporting printers (thermal, label, kitchen printers) and payment devices.
• Ability to work flexible hours, including nights and weekends as needed.

Skills

• Toast POS
• Windows OS
• iOS/Android
• TCP/IP
• Wi-Fi
• Firewalls
• Problem-solving
• Analytical skills
• Communication skills
• Customer service skills
• ITSM tools (ServiceNow, Zendesk, etc.)
• VoIP systems
• Structured cabling

Location

• Onsite restaurant environments
• Remote support

Work Type

• Onsite
• Remote
• On-call
• After-hours support

Experience Level

• Senior
• 4+ years of desktop support experience
• 2+ years supporting hospitality or restaurant technology environments (preferred)

About the Company

• Black Family Hospitality (BFH) concepts operate in high-volume restaurant environments.