IT Support Analyst

Lou Malnati's is seeking an IT Support Analyst to provide front-line technical support to our restaurant locations and home office staff. This role is the first point of contact for technology issues - delivering friendly, effective help across hardware, software, network, and POS systems.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Provide Tier 1 and Tier 2 technical support via phone, email, and ticketing system
• Troubleshoot and resolve hardware, software, network, and POS issues
• Document all support interactions accurately in the ticketing system
• Escalate complex issues with complete documentation
• Perform on-site support at restaurant locations as scheduled
• Assist with hardware setup, imaging, deployment, and inventory management
• Support new user onboarding
• Contribute to knowledge base documentation
• Participate in an on-call rotation to provide after-hours support to Lou Malnati’s locations
• Travel to Lou Malnati’s restaurant locations and company sites as required
• Performs other related duties as assigned

MINIMUM QUALIFICATIONS

Basic Knowledge & Competencies:

• Strong end-user computing fundamentals - Windows, Office 365, networking basics
• Excellent customer service and communication skills
• Ability to follow troubleshooting procedures and document clearly
• Positive, team-oriented attitude

Previous Experience/Education:

• High school diploma required; Associate's degree in IT or related field preferred
• 1-3 years of help desk or IT support experience
• CompTIA A+ or equivalent experience preferred
• Restaurant or retail experience a plus
• Point-of-sale (POS) system experience preferred; Toast POS experience a strong plus, including terminal installation, configuration, and troubleshooting
• New store opening (NSO) support experience a plus - hardware staging, on-site deployment, and day-of technical support for restaurant launches
• Required to read and write English, follow verbal and written instructions, and use basic math

Physical Demands and Working Conditions:

• Work performed in an office environment and at restaurant locations as required
• Required to sit and use a computer for extended periods
• Must be able to lift and carry up to 80 lbs. on an occasional basis when moving or relocating computer equipment
• Must have reliable personal transportation capable of securely transporting computer hardware to company locations
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

LEVERAGE AI TOOLS:

Even at the front line of support, AI tools can meaningfully improve the quality and speed of the work. Every IT Support Analyst is expected to use AI as a daily productivity tool.

• Use AI to research unfamiliar error messages and technical issues, finding solutions faster than searching alone
• Apply AI to draft clear, professional ticket notes and escalation documentation
• Leverage AI to help communicate technical issues to non-technical restaurant staff in plain, accessible language
• Use AI to draft knowledge base contributions and step-by-step resolution guides from issues you’ve solved
• Apply AI to learn new technologies and prepare for technical certifications and skill development