IT Help Desk Analyst, Toast
$57-91k
+ Bonus/commissions for eligible roles + Equity
4 days a week in office (Summer Street, MA)
Point of sale and management system for restaurants
Be an early applicant
Point of sale and management system for restaurants
1001+ employees
Be an early applicant
$57-91k
+ Bonus/commissions for eligible roles + Equity
4 days a week in office (Summer Street, MA)
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- Adaptability and Learning: Willingness to adapt to new technologies and learn continuously to keep pace with evolving IT environments and user needs
- Customer Service Skills: Strong communication and interpersonal skills to effectively communicate technical information to non-technical users and provide excellent customer service
- Troubleshooting Techniques: Proficiency in systematic troubleshooting methodologies to diagnose and resolve technical issues efficiently
- Operating Systems: Proficiency in supporting MacOS (90%) and Windows (10%) operating systems
- Hardware: Understanding of desktops, laptops, printers, scanners, and other peripherals, including setup, maintenance, and troubleshooting
- Documentation Skills: Ability to maintain accurate documentation of help desk interactions, including detailed notes and resolutions, using ticketing systems or knowledge bases
- Administration Tools: Familiarity with Okta and ServiceNow
Desirable
- Software Applications: Familiarity with common office productivity suites (e.g., Microsoft Office, Google Workspace) and business applications used within the organization. Familiarity with Confluence
- Networking: Basic knowledge of networking concepts, including IP addressing, DNS, DHCP, and troubleshooting connectivity issues
- Remote Support Tools: Experience with remote support tools and technologies for assisting users and troubleshooting issues remotely
- Security: Awareness of cybersecurity best practices, including password management, data protection, and recognizing potential security threats
What the job involves
- The Global IT Support team serves as the frontline support for Toasters, offering timely assistance with hardware, software, and network issues
- The team focuses on delivering efficient technical assistance, fostering a culture of continuous improvement, and maintaining high standards of professionalism and customer service
- Providing Technical Support: Act as the first point of contact for users experiencing technical issues via ServiceNow ticketing system. Diagnose and resolve hardware, software, and network issues for end-users
- Documentation and Records: Maintain accurate documentation of help desk interactions, including details of inquiries, troubleshooting steps, and resolutions, to facilitate knowledge sharing and process improvement
- User Training: Assist users with basic technical training and guidance on in scope software applications and systems
- Hardware and Software Setup: Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and software applications within scope
- User Account Management: Manage user accounts, passwords, and access permissions in accordance with IT Support policies and procedures
- Escalation Management: Escalate complex issues to senior analysts or appropriate IT Operations teams as needed, ensuring timely resolution
- Training and Development: Participate in training sessions and workshops to enhance technical skills, customer service capabilities, and familiarity with IT tools and systems
- Professional Growth: Proactively seek opportunities for learning and professional development, staying updated on industry trends and best practices to enhance effectiveness in the role
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes, and puts an end to piles of paperwork, by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as the one and comprehensive solution for restaurants of any size, avoiding restaurateurs having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion and since then, it has added more features to its product suite including wholesale and catering order tools. Toast then, has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company values
- We're one team - There’s no “I” in Toast. The only way we’ll succeed is by solving problems together and sharing lessons along the way. As individuals we own our actions, support and respect each other, and embrace our differences.
- We embrace a hospitality mindset - Empathy is our default. We strive to make everyone – from employees and customers to partners and beyond – feel like they belong. We’re fiercely passionate about our community, and are devoted to their success.
- We're driven by purpose - We deliver results with integrity. Challenging work is rewarding work, and accomplishing our goals requires a mix of grit, resilience, and humor.
- We're always hungry - No problem is too big to solve if we stay hungry for innovation. The bigger the idea, the better.
- We lead with humility - Great ideas come from anywhere or anyone, regardless of tenure, title, or background. We believe your opinion matters, and that open and honest feedback is a gift. Act on it.
Company HQ
Fenway–Kenmore, Boston, MA
Articles
Leadership
Steve Fredette
(President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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