IT Specialist

Job Description

Job Description

Why Join P. Terrys IT Team?

Impactful Work : Youll play a crucial role in ensuring seamless restaurant operations across all locations.

Hands-On & Technical : This isnt a desk-only jobyoull be actively working with network hardware, IT systems, and supporting restaurant operations.

Growth Opportunities : Our IT team is expanding, and theres room for career advancement as we continue to enhance our IT infrastructure.

Supportive Culture : Be part of a close-knit IT team that values problem-solving, innovation, and teamwork.

About P. Terrys Burger Stand :

At P. Terrys Burger Stand , we pride ourselves on serving high-quality burgers and fries using the freshest ingredientsall while creating a warm, welcoming experience for both our guests and employees. Behind the scenes, our IT team ensures that operations run smoothly across 35 burger stands, a commissary, and our Home Office, keeping our technology, network infrastructure, and IT services in top shape.

We are looking for a highly motivated, hands-on IT Specialist to join our team, ready to dive into IT support, network administration, project execution, and IT Service Management (ITSM). This role requires a tech-savvy problem solver who is comfortable working in a fast-paced Quick Service Restaurant (QSR) environment, tackling everything from network configurations to mentoring junior IT staff, handling IT Support request and incidents, maintaining security platforms, and improving IT documentation.

If youre someone who enjoys troubleshooting, optimizing IT systems, and rolling up your sleeves for on-site support, we want to hear from you!

What Youll Do (Key Responsibilities)

IT Support & Incident Management

• Provide hands-on IT support for Home Office, Commissary, and 35 Burger Stands.
• Provide hands-on IT support for Home Office, Commissary, and 35 Burger Stands.
• Troubleshoot hardware, software, and network issues, ensuring minimal downtime.
• Act as Tier 2 / 3 escalation support, resolving complex technical challenges that impact operations.
• Maintain IT Service Management (ITSM) processes, including Incident, Request, Change, and Problem Management.
• Mentor lower-level IT Support Technicians, providing guidance on troubleshooting, processes, and best practices.
• Enhance documentation, workflows, and reporting for IT operations.

Network Configuration & Management

• Configure, manage, and support Fortinet Firewalls and Ubiquiti Networking Equipment.
• Monitor network performance and troubleshoot connectivity issues in Burger Stands and Home Office.
• Implement network security best practices to ensure compliance with PCI DSS standards.
• Manage antivirus, antimalware, and endpoint security solutions to protect company systems.
• Work with our Security Operations Center (SOC) for Microsoft Security, ensuring proactive monitoring and incident response for threats across our IT environment.
• Maintain failover solutions, VPN configurations, VLAN segmentation, and wireless networking.

IT Service & Asset Management

• Oversee IT asset and inventory management, tracking hardware / software deployments.
• Maintain accurate Configuration Management (CMDB) records for IT infrastructure.
• Implement and improve Change Management processes to control IT updates and deployments.

Project Implementation & Systems Maintenance

• Assist with new technology rollouts, software deployments, and system upgrades.
• Support the IT Manager in installing, configuring, and maintaining IT systems at new locations.
• Work on restaurant technology projects such as POS system upgrades, drive-thru technology, and network expansions.
• Coordinate and execute early morning or late-night project installations to minimize disruption to restaurant operations.

On-Call & Emergency Response

• Participate in an on-call rotation (one weekend per month) to address urgent IT issues.
• Respond to critical outages affecting POS systems, internet connectivity, and business operations.

What You Bring (Qualifications & Skills)

• 4-Year bachelors degree in computer science / MIS or at least 4 of the following certifications :

CompTIA Network

• Security
• ITIL 4 Create, Deliver, and Support
• ITIL 4 Monitor Support, and Fulfill
• Azure Security Engineer
• Fortinet Certified Associate
• Fortinet Certified Professional
• 5 years of hands-on IT experience in support, networking, or systems administration.
• Strong troubleshooting skills for hardware, software, and network-related issues.
• Experience managing Firewalls and Networking Equipment
• Knowledge of IT Service Management (ITSM) best practices (ConnectWise, FreshService, or similar).
• Experience with asset and inventory tracking, and Configuration Management (CMDB).
• Comfortable working in a fast-paced, Quick Service Restaurant (QSR) or multi-site retail environment.
• Excellent communication and documentation skillsable to translate technical issues into clear, actionable solutions.

Preferred Qualifications (Nice to Have)

• Experience with PCI Compliance standards for securing payment networks.
• Familiarity with POS systems, drive-thru technology, or restaurant IT environments.
• Experience with Audio Systems including speakers, amplifiers, and music players used in restaurant environments.
• Familiarity with Microsoft 365 infrastructure (email, identity management, security).
• Experience with ConnectWise, FreshService, or TeamDynamix ITSM platforms.
• Knowledge of automation scripting (PowerShell, Python, or Bash).

Work Environment and Physical Demands

• Schedule : Monday Friday, 8 : 30 AM 5 : 00 PM, with flexibility for early mornings, late nights for project work. Along with some work over holidays to complete projects or task that cannot be done during normal office / burger stand operational hours.
• On-Call Rotation : Required to be on-call one weekend per month.
• Working Conditions are in an office environment in Austin, TX You will work in the Home Office every weekday and be expected travel to the Burger Stands (Austin, Houston, San Antonio) when needed for onsite IT Support and Project work.
• Travel approximately 30%
• Ability to give and receive detailed information through oral communication (frequently required to talk and hear) and have specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
• Frequently required to sit and / or stand for an extended period of time (7 hours), look at a computer screen for an extended period of time, be on the phone for extended periods of time, use hands and fingers to handle, feel, or operate a computer, tools or controls, and reach with hands and arms.
• Ability to walk, climb, and bend for long periods of time.
• Must be able to lift up to 50 lbs and work on-site as needed (including hands-on installations, cabling, and hardware setup).
• Must have physical and mental ability to drive a vehicle for long enough to reach the home office and any location with reasonably short breaks.