IT Help Desk Analyst

About The Company

WOCS - Wendy’s is a leading restaurant franchise renowned for its commitment to quality, customer service, and innovation in the fast-food industry. With a strong presence across multiple states, Wendy’s continues to expand its footprint, delivering exceptional dining experiences to millions of customers annually. The company prides itself on fostering a dynamic and collaborative work environment that encourages growth, development, and excellence among its team members. As part of our ongoing expansion and technological advancement, we are seeking dedicated IT professionals to support our extensive network of restaurant locations.

About The Role

The IT Field Tech at WOCS - Wendy’s plays a vital role in ensuring the seamless operation of our technology infrastructure across over 198 restaurant locations in nine states. Reporting directly to the Director of IT, this position involves installing, maintaining, and troubleshooting a wide range of network and point-of-sale (POS) systems. The ideal candidate will be proactive, resourceful, and customer-focused, capable of providing onsite and remote support to restaurant staff and management. This role requires a combination of technical expertise and excellent communication skills, as well as the flexibility to work on a rotating schedule that includes weekends and after-hours support. The IT Field Tech will be instrumental in supporting our digital environment, including surveillance systems, network cabling, and hardware upgrades, ensuring our locations operate efficiently and securely.

Qualifications

• Proven experience with Windows 10/11 operating systems, including OS reinstallation and imaging processes.
• Hands-on hardware repair experience for PCs and laptops.
• Proficiency with MS Office Suite products.
• Basic understanding of networking concepts such as TCP/IP v4, PoE Ethernet switches, Wi-Fi, and routers.
• Experience with remote control software for desktops and servers.
• Skills in cabling, terminating, testing, and troubleshooting CAT 5e/6 network and camera cables.
• Knowledge of broadband circuits, analog telephone lines, and troubleshooting telecom issues.
• Familiarity with UPS systems, KVM devices, USB switching devices, and multifunction printers.
• Experience with help desk ticketing systems.
• Preferred certifications such as A+ and experience with POS systems and digital signage hardware.
• Valid driver’s license with a clean driving record and willingness to travel extensively, including overnight trips.
• Physical ability to lift up to 50 lbs, access rooftops, and work with tools and ladders.
  
  

Responsibilities

• Support and maintain NCR Aloha POS systems across all restaurant locations.
• Assist users and restaurant staff via phone, remote access, and onsite visits to resolve technical issues promptly.
• Perform hardware repairs, upgrades, and system builds for computers and laptops as needed.
• Install and configure software applications according to IT department standards.
• Participate in on-call rotation, providing after-hours support remotely and onsite, including weekends.
• Pull, terminate, and troubleshoot network and camera cabling, ensuring optimal connectivity and surveillance coverage.
• Install and support network infrastructure components such as cabinets, switches, routers, and wireless access points.
• Assist in maintaining the digital surveillance environment, including cameras and DVRs.
• Collaborate with the IT department on various projects, including network upgrades and system deployments.
• Document all support activities and maintain accurate records of hardware, software, and network configurations.
• Ensure all systems are compliant with security standards and best practices.
  
  

Benefits

WOCS - Wendy’s offers a comprehensive benefits package aimed at supporting the well-being and professional growth of our employees. This includes competitive salary structures, health insurance options, dental and vision coverage, and a retirement savings plan. We also provide paid time off, holiday pay, and opportunities for continuous training and certification. Our company values work-life balance and offers a supportive environment where employees can thrive. Additionally, employees gain valuable experience working with cutting-edge technology in a fast-paced industry, with opportunities for advancement within the organization.

Equal Opportunity

WOCS - Wendy’s is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status under applicable law. We believe in providing equal employment opportunities and fostering a workplace where everyone can succeed and grow.