Tier 1 IT Support Technician

JOB SUMMARY  

The Tier 1 IT Support Technician serves as the support liaison for corporate office employees and franchise store location requiring technical assistance with store hardware and software. This role provides remote and limited on-site support for hardware, software, and point-of-sale (POS) systems, ensuring timely and accurate problem resolution. The Tier 1 Support Technician plays a key role in maintaining business continuity by responding to inquires, troubleshooting issues, and escalating complex problems to appropriate internal parties or external vendors when necessary. 

Shift:  

Training Schedule: 

• Duration: Approximately 60-90 days 
• Hours: 8:00 AM – 5:00 PM, Monday – Friday 
• Location: First 1-2 weeks: In-person training at Home Office in East Lansing, MI Remaining training period: Hybrid/remote as applicable 
• Shift Transition: Approx 60-90 days in, shifts will gradually adjust to the final schedule, with manager support available. 

Post-Training Schedule: 

• Four 10-hour shifts: Thursday – Sunday 
• Shift Hours: Thursday & Friday: 7:00 AM – 6:00 PM Saturday & Sunday: Either 6:00 AM – 5:00 PM Or split shift: 6:00 AM – 12:00 PM, then 5:00 PM – 10:00 PM 
• Additional Requirements: Rotational on-call duties, holiday and weekend availability required 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Troubleshoot and resolve hardware, software, and network issues for corporate employees and franchise store locations  
• Document support tickets with detailed descriptions of issues, resolutions, and actions taken  
• Support hardware setup and maintenance for corporate employees including desktops, laptops, and mobile devices  
• Support stores with hardware issues on terminals, pin pads, receipt printers, hand scanners, etc.  
• Troubleshoot issues with in-house POS system (PERC-o-Matic/PERC-o-Manager) 
• Prepare/Configure new store equipment, POS equipment (terminal, pad configuration, BOH setup, etc.) 
• Provide clear, professional, and empathetic communication with end-users 
• Escalate unresolved or complex issues to appropriate parties or departments  
• Collaborate with team members on complex or recurring issues  
• Prepare shipments of equipment to stores 

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.  

Minimum Requirements

MINIMUM REQUIREMENTS 

Education 

• Minimum of High School Diploma and Technical Training required 
• Associates Degree in IT or equivalent job training preferred 

Experience  

• Minimum of 2 years of experience providing technical support in a professional setting  
• Experience with helpdesk ticketing systems preferred 

Knowledge 

• Basic troubleshooting skills via hardware and software 
• Knowledge of Microsoft Windows & Microsoft Office products 
• Basic understanding of Mac products to support iOS and Mac users 

Ability 

• Ability to prioritize tasks 
• Good communication skills, both written and verbal, with a customer service-oriented mindset 
• Ability to communicate professionally and effectively to stakeholders across the organization  
• Ability to maintain discretion related to confidential information 
• Strong attention to detail 
• Strong organizational skills 
• Effective time management skills 
• Ability to multi-task and work cooperatively with others 
• Ability to maintain discretion related to confidential information 
• Ability to excel in a remote work environment, both independently and as a member of a team  
• Ability to manage stress and conflicts in a work setting 

Licensing / Professional Certification  

• A preferred  
• Net preferred  

Physical Requirements 

• Ability to lift up to 40 lbs occasionally  
• Prolonged periods of seated work 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Other Requirements  

• Reliable internet and setting to perform job remotely 
• Requires occasional travel to Home Office in East Lansing, MI 
• Requires minimal travel to BIGGBY store locations  

COMPANY OVERVIEW 

At BIGGBY® COFFEE we are committed to supporting people in building a life they love! We are an aspiring conscious company and we are always looking for individuals to join our team who possess a desire to grow and a willingness to share as a professional and individual. We are a 100% franchise company that has grown to almost 400 locations in 13 states since we started in 1995! 

BIGGBY® COFFEE fanatics consume about 2,500,000 pounds of coffee a year. By 2028, we plan to be 100% farm-direct. Farm-Direct means that we buy directly from the coffee producer and eliminate as many of the unnecessary people in the middle. In turn, those savings go to the farmer to ensure their economic viability and prosperity. Join us on our mission to put a Name, a Face, and a Place to every cup of coffee we serve.  

VALUES & BENEFITS 

At BIGGBY® COFFEE we are committed to supporting people in building a life they love. Acceptable candidates will possess a desire to grow and a willingness to share as a professional and individual. Our core values are: 

Love Unconditionally – Have faith in people and assume their good intentions. Extend grace at no extra charge and illuminate every interaction with love. 

Embrace Growth – Harness the power of limitless possibilities - take risks, fail fast, adapt, grow. 

Live Consciously – Be present, self-aware, and mindful of others. Know who I am and who I want to be. Always have a positive impact on those around me. 

Have Courage – Recognize fear, but challenge what I am afraid of. Be bold, take leaps and embrace the potential to fail. Do the brave thing. 

Kick-Ass – Work with enthusiasm, intensity, and passion. Stay focused and give it everything I’ve got. Push limits and go beyond expectations. 

BENEFITS & PERKS 

As a full-time Home Office employee, you would receive a variety of benefits including: 

- 5 days of vacation days as a new hire. Vacation days will then increase with your tenure. 

- 9 Sick Days, 5 Floating Holidays, and 3 Volunteer Days per calendar year. 

- 13 Company-Paid holidays per year. 

- A paid sabbatical after every 5 years of employment. 

- Family Care Plan (maternity/paternity) 

- Bereavement days 

The BIGGBY® COFFEE Corporate Office also offers ST/LT disability, 401K w/ employer match (up to 4%), $100,000 company-paid life insurance, and medical, dental, & vision insurance. 

We also offer numerous perks including a remote office set-up bonus, a fixed monthly allotment, flexible scheduling, discounted pet insurance, discounted BIGGBY® merchandise, discounted college tuition through select universities, and more! 

BIGGBY® COFFEE loves you for who YOU are. We exist to love people and that includes you! Global Orange Development, LLC is an Equal Opportunity Employer. We encourage and welcome all applicants, whether a member of the LGBTQ community, people with disabilities, Black, Indigenous, and all other People of Color. BIGGBY is striving to be a safe place for you to be you and does not discriminate on the basis of actual or perceived race (including traits historically associated with race including but not limited to, hair texture and hair styles), color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. 

*Candidates will be placed in the salary range based on relevant skills and experience requested for the role. 

**Applicants must reside or relocate to a state the BIGGBY® COFFEE Home Office is registered to conduct business in, which are MI, OH, CT, SC, and KY.