IT Support Analyst

City BBQ started in Columbus, OH in 1999 and we have grown to 75 locations in 10 states. We are based out of Dublin and Columbus, INC has chosen us a Top Employer twice in the recent years. The search is on for a talented and energetic IT Support Analyst to join our team. We are looking for an individual with previous Help Desk experience. In addition, we place high value on those candidates who value being a part of a team and who have experience in a restaurant setting. City BBQ offers great compensation and benefits. Our search is focused on candidates currently living in the Columbus area.

REPORTS TO

The IT Support Analyst will report to the IT Director.

JOB OVERVIEW

The IT Support Analyst supports restaurant and corporate associates by providing timely, effective technical assistance. This role responds to and resolves technology incidents and service requests while meeting defined service standards. The analyst monitors multiple support channels and prioritizes work based on business impact, partnering with internal teams and vendors as needed. Success is demonstrated through strong customer service, accurate documentation, and consistent, high-quality issue resolution.

RESPONSIBILITIES AND DUTIES

Respond to telephone calls, email, chat, and in-person requests for technical support; assist users with questions or problems; and dispatch tickets to appropriate vendor support when needed. Document, monitor, and prioritize incidents and requests to ensure timely resolution while collaborating with internal teams and external support personnel. Troubleshoot and support end-user and restaurant technology, including back office and laptop computers, broadband services, phone systems, point-of-sale systems, mobile devices, tablets, and video surveillance. Follow help desk operating procedures and accurately log, track, and manage tickets in the ticketing system. Use available knowledge resources to troubleshoot issues and contribute to knowledge base articles and documentation. Meet or exceed departmental service standards, SLAs, and KPIs; and complete assigned project-related tasks within requested timelines, including providing support outside normal hours as needed.

QUALIFICATIONS

College degree or equivalent preferred; additional training in advanced computer skills preferred. 1-3 years of experience in service desk and/or Level 2 support roles. Experience supporting endpoint technologies such as Microsoft 365/Outlook, Windows, and Android/iOS; and familiarity supporting distributed network devices (e.g., modems, firewalls, routers, access points) preferred. Excellent problem-solving and customer service skills; ability to manage multiple requests simultaneously and collaborate effectively in a team environment. ITIL knowledge/exposure is a plus; familiarity with point-of-sale systems (e.g., Oracle Simphony POS or similar) preferred. Ability to provide after-hours, weekend, or holiday support as needed.