Technical Support Specialist

Job Description: Technical Support Specialist Position Title: Technical Support Specialist Department: Information Technology Reports To: IT Manager Location: Andy’s Pizza DC/MD/VA

About Us:

Andy’s Pizza is a restaurant group specializing in delicious pizza by the slice. We pride ourselves on our commitment to quality, customer satisfaction, and a vibrant work culture. At Andy’s we are curious, accountable, proud, fun, and believe in genuine hospitality (in and out). Andy’s Pizza is the proud winner of the World Pizza Championships, the 2026 RAMMY for Fast Casual Restaurant of the Year, the Washington City Paper Best Pizza of DC 3 years running and is excited to be included in the Washington Post’s Fall Dining Guide. We offer competitive pay and a supportive environment for learning and career growth. Join us and be part of a team that takes pride in delivering a best-in-class product and creating a positive work experience. As we continue to expand, we are seeking a dynamic Technical Support Specialist to support our technology infrastructure.

Job Summary:

The Technical Support Specialist will provide comprehensive technical support to Andy's Pizza through both on-site visits and remote assistance. This versatile role is responsible for resolving technical issues across multiple channels, managing technology infrastructure, and ensuring systems operate efficiently and securely in all environments. The ideal candidate loves helping people; understands the power of technology to make life easier and better; has an AI-native approach to problem-solving; and is highly organized with strong attention to detail. This position requires experience with duties such as Hardware Installation & Field Work, Help Desk & Troubleshooting, Systems & Security, Vendor Management & Planning, and Documentation, Training & Communication. This position works closely with the in-store operations and management teams to ensure a best-in-class guest experience at all Andy’s Pizza locations.

Key Responsibilities:

• Hardware Installation & Field Work
• Physically install, mount, connect, and replace technology equipment at stores and the office, including computers, tablets, POS and payment hardware, kitchen display screens, printers, network equipment, phones, cameras, audio systems, and menu boards
• Run, terminate, label, and organize network and power cabling, and maintain server closets and equipment racks
• Lead the hands-on technology build-out for new store openings, relocations, and upgrades, from initial setup through opening day
• Travel to locations for repairs, equipment swaps, preventative maintenance, and system health checks, scheduling work around peak service hours
• Help Desk & Troubleshooting
• Serve as the first point of contact for technology issues across all locations and the office, responding promptly by phone, email, Slack, remote access, or in person
• Diagnose and resolve hardware, software, and network problems, escalating to vendors or team members as needed
• Participate in an on-call rotation for after-hours, weekend, and holiday support, including on-site response when needed
• Systems & Security
• Administer cloud-based applications, device management, and user accounts, partnering with HR to provide and remove access and equipment as employees join, transfer, or leave
• Support third-party delivery and online ordering platforms, and employee platforms
• Monitor systems proactively and deploy updates and patches
• Maintain backup internet, data backups, and recovery plans to keep stores running during outages
• Implement security best practices, support PCI compliance, and respond to security incidents
• Vendor Management & Planning
• Manage technology vendors, and coordinate and oversee their on-site work
• Maintain inventory of hardware, software, licenses, warranties, and subscriptions
• Recommend and source equipment and contribute to the annual technology budget
• Documentation, Training & Communication
• Document technical work and maintain accurate records and a knowledge base of common solutions
• Train team members on technology use and basic troubleshooting
• Communicate technical issues clearly in non-technical terms and coordinate with others to ensure continuity of support
• Track support metrics and identify opportunities to improve service

Core Values:

All team members at Andy's Pizza are expected to embody our core values in how they work and show up every day

• Curious – We strive to learn new things in and out of the workplace, always looking to improve through deeper knowledge
• Accountable – We do what we say we are going to do and take responsibility for our actions
• Proud – We are proud of the work we do every day knowing we did our best
• Fun – We care about being fun, having fun, and creating an environment we love to be in
• Genuine Hospitality (in and out) – We care about our team and about our guests, and we do our best to show warm hospitality at every turn

Qualifications:

• 3+ years of IT technical support experience, including both on-site and remote support
• Hands-on experience installing and repairing hardware using standard tools (e.g., RJ45 crimpers, cable testers, multimeters, drills, screwdrivers)
• Experience running, terminating, and testing network cabling
• Strong working knowledge of Windows, macOS, iOS, and Android
• Experience configuring and troubleshooting networks, including routers, switches, firewalls, and Wi-Fi
• Experience with mobile device management (MDM) tools
• Familiarity with cloud and SaaS applications (e.g., Google Workspace, Slack, Notion) and user account administration
• Experience with help desk ticketing systems and support workflows
• Understanding of security best practices, including multi-factor authentication and secure device setup
• Strong troubleshooting and problem-solving skills, with the ability to work independently in the field
• Strong organizational, time-management, and project management skills
• Excellent customer service and communication skills, both verbal and written, including explaining technical issues to non-technical staff
• Valid driver’s license, proof of auto insurance, and access to a reliable vehicle for daily travel to Andy’s locations throughout the DC, Maryland, and Virginia area
• Availability for on-call, evening, weekend, and holiday support as needed
• High school diploma or equivalent
• Experience with large language models such as Claude, ChatGPT, or Grok

Work Environment & Physical Requirements:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Regularly lift, carry, and position equipment weighing up to 50 lbs., and occasionally move heavier items with assistance or equipment such as a hand truck
• Frequently stand, walk, bend, kneel, crouch, and reach for extended periods
• Climb ladders and work at heights to install equipment such as ceiling-mounted access points, cameras, and speakers
• Work in tight, confined, or awkward spaces, including server closets, under counters, behind equipment, and above ceilings
• Use hand and power tools safely, including drills, crimpers, and cable testers
• Perform fine motor tasks, such as terminating cables and handling small components
• Ability to distinguish colors, needed for cable wiring and device indicator lights
• Operate a computer, tablet, and phone for extended periods during remote support work
• Work in active restaurant environments, including kitchens, with exposure to heat/cold, noise, grease, and moving foot traffic
• Occasional exposure to dust, dirt, and debris in storage areas, ceilings, and construction sites during new store build-outs
• Occasional outdoor work in varying weather, such as installing exterior cameras or traveling between locations
• Work around electrical equipment while following safety procedures
• Perform work with minimal disruption to restaurant staff and guests during service

Preferred Skills:

• Associate degree or higher in IT or a related field
• Experience with POS systems (especially Square) or restaurant/retail technology
• Experience with Ubiquiti/UniFi networking equipment
• Industry certifications such as CompTIA A+, Network+, or similar
• Familiarity with PCI compliance for payment systems
• Spanish language proficiency
• Experience in the hospitality industry

Benefits:

• Salary range: $75,000 - $90,000
• Health, dental, and vision insurance – Kaiser Permanente and Delta Dental & Vision
• Eligible 1st of the month after 30 days of employment
• 401(k) plan with a 4% company match
• Eligible after 1 year of employment
• Unlimited PTO
• Employer-sponsored short-term disability coverage
• Employee discounts on food and beverages
• Opportunities for growth and advancement within the company