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Added 2 mins ago
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Andy s Pizza

Technical Support Specialist

Washington, DC, United States

Salary range: $75,000 - $90,000

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Job details

Pay: Salary range: $75,000 - $90,000
Experience: 3+ years of IT technical support experience, including both on-site and remote support
Posting language: English

Original job description

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

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More about this job

Skills

Technical support
Troubleshooting
Vendor management
Documentation
Communication skills
Retail operations
Scheduling
Regulatory compliance
Manage inventory
Direct inward dialing
Microsoft Windows
Apple macOS
Mobile device management
Google Workspace
Slack
Notion
Problem solving
Work independently
Time management
Project management
Customer service
Valid driver's licence
Maintain electronic equipment
Point of sale
Square
A+
Network+

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