Job Description

Information Technology Support Specialist Tier 1

Job Details and Summary:

The Information Technology Support Specialist Tier 1 – provides first-level technical support to Cameron Mitchell Restaurants and Rusty Bucket Restaurant and Tavern associates, restaurants, and home-office users. This role responds to support requests, resolves routine hardware, software, point-of-sale, network, phone, and peripheral issues, documents work performed, and escalates issues that require additional technical expertise or vendor support. The Specialist delivers helpful, timely, and professional service while supporting restaurant operations during busy evening and weekend periods.

Schedule and Work Location

• This is a full-time, 40-hour-per-week, hourly position.
• The regular workweek is Thursday through Monday and includes Saturday and Sunday. Tuesday and Wednesday are the regular days off.
• The position requires extended-hours coverage, with shifts beginning later in the day and generally ending between 8:00 p.m. and 9:00 p.m. Eastern Time. Specific daily shift times may vary based on business and restaurant-support needs.

Key Responsibilities:

• Serve as a first point of contact for associates experiencing technology issues or requesting technology assistance.
• Receive, assess, prioritize, document, and resolve routine incidents and service requests.
• Provide professional support by phone, remote-support tools, and in person when needed.
• Troubleshoot basic hardware, software, operating-system, workstation, printer, network-connectivity, and peripheral issues.
• Support restaurant technology including point-of-sale systems, kitchen display systems, online-ordering tools, phones, internet connectivity, and other assigned technology.
• Assist with workstation, laptop, tablet, printer, and related device setup, replacement, deployment, and inventory tracking.
• Communicate clearly with associates about issue status, expected next steps, and resolution.
• Maintain complete and accurate support-ticket notes, including troubleshooting steps and resolution details.
• Escalate unresolved, urgent, security-related, network, vendor, or higher-tier issues promptly and according to established procedures.
• Coordinate with vendors and internal IT team members when assigned.
• Follow established IT procedures, security requirements, documentation standards, and asset-management practices.
• Contribute to support documentation and knowledge articles.
• Identify recurring support issues and communicate observations to IT leadership.
• Perform other IT Support duties and assigned projects as needed

The right candidate for this position will share our passion for delivering genuine hospitality along with these additional required qualifications:

• High school diploma or GED.
• Basic knowledge of computer hardware, Microsoft Windows, Microsoft Office, printers, mobile devices, and common business applications.
• Demonstrated customer-service, communication, and problem-solving skills.
• Ability to listen carefully, ask useful questions, and explain technical information in clear, non-technical language.
• Ability to manage multiple support requests and prioritize work in a fast-paced environment.
• Strong attention to detail and ability to document work accurately.
• Willingness to learn restaurant technology, support procedures, and assigned systems.
• Ability to work independently while knowing when to escalate an issue.
• Ability to work the required Thursday-through-Monday schedule, including weekends and extended evening hours.
• Reliable transportation and ability to travel locally to restaurant or office locations when needed.

Preferred Qualifications:

• Prior customer service, restaurant operations, help desk, desktop support, or technical-support experience.
• Experience with point-of-sale, kitchen display, restaurant, hospitality, or retail technology.
• Familiarity with ticketing systems, remote-support tools, asset tracking, or knowledge-base documentation.
• Technical coursework, industry certification, or hands-on experience with computer repair, networking, or system support.

Physical and Work Requirements:

• Ability to sit, stand, walk, and use a computer and telephone for extended periods.
• Ability to lift, carry, install, or move technology equipment up to 50 pounds with reasonable accommodation.
• Ability to work in office and restaurant environments, including occasional travel to local locations.

About Cameron Mitchell Restaurants:

CMR is an independent, privately held restaurant group known for developing compelling dining concepts, offering outstanding cuisine complemented by genuine hospitality. Cameron Mitchell founded the company in 1993 on the powerful guest philosophy, “The answer is yes. What is the question?” Today, that commitment to delivering extraordinary guest experiences fuels 51 award-winning restaurants under 20 different concepts, including the nationally acclaimed Ocean Prime brand. For more information on CMR, please visit https://cameronmitchell.com/

Cameron Mitchell Restaurants is an Equal Opportunity Employer celebrating diversity & committed to creating an inclusive environment for all Associates.