IT Support Technician

IT Support Technician

Hideaway Pizza's casual dining concept was created by Richard "The Big Kahuna" Dermer and his wife, Marti, in 1957 near the Oklahoma State University campus in Stillwater, Oklahoma. Dermer built his company on the premise that happy employees equals happy guests, a winning formula that over the years has built a highly devoted fan base that continues to grow. Hideaway Pizza has grown into one of America's favorite pizza companies, employing approximately 2,000 employees at 24 restaurant locations in Oklahoma, Texas, and Arkansas with plans to open 4 locations in 2026.

The IT Support Technician is responsible for developing and executing a technology roadmap supporting Hideaway Pizza's goals and objectives. The Technician manages and directs the company's information technology operations, ensuring all technological systems and applications support the growth of the company to improve and maintain the infrastructure, systems, security, and network. The ideal candidate possesses an understanding of restaurant operations and technology solutions that drive brand engagement, drive cost efficiencies and profitability, in a compliant and fully supported environment. This position requires POS knowledge and experience.

Tasks

• Respond to and resolve technical issues reported by users via phone, email, or in person.
• Support and assist with administrative functions of all IT systems.
• Set up new computers, install operating systems, software applications and configure accounts.
• Perform routine maintenance tasks.
• Provide training and assistance to users on how to use systems, software, and other IT resources.
• Diagnose and resolve network connectivity issues.
• Create and manage user accounts, permissions, and access controls.

Collaboration and Communication

• Collaborate with other IT team and departments to resolve technical issues and implement IT projects.
• Communicate with vendors and third-party service providers for support and procurement.

Inventory Management and Reporting

• Track and manage inventory of IT assets.
• Oversee the procurement of IT hardware as needed.
• Maintain accurate records of inventory levels and perform periodic audits.
• Maintain accurate documentation of IT systems, configurations, and procedures.

Security Management

• Maintain security measures to protect IT systems and data.
• Manage customer data as it pertains to digital marketing and events.
• Maintain database of upcoming events, promotions, and procedures.
• Assist with new restaurant openings marketing essentials (collages, guest list, media announcements, décor)

Other

• Keep up to date with the latest technology industry trends, developments, and best practices.
• Support new restaurant openings.
• Perform other related duties.

OSC General Job Function

• Client and Guest Experience
• Communication Skills
• Problem-Solving
• Technology Management
• Security and Crisis Management
• Brand Ambassador
• Ethical Conduct
• Teamwork and Collaboration

Knowledge

• Strong technical knowledge and understanding of computer hardware, software, and peripherals.
• Basic understanding of networking concepts such as IP addressing, subnetting, DNS, DHCP, routers, switches, firewalls, and wireless networks.
• Extremely proficient with troubleshooting methods and techniques for diagnosing and resolving technical issues.
• Strong awareness of basic security principles and best practices, including password management, data encryption, antivirus software, and firewalls.
• Strong understanding of IT service management concepts such as incident management, problem management, change management, and service desk operations.

Skills and Abilities

• Strong interpersonal and communications skills essential for interacting with end-users.
• Hands-on experience with troubleshooting hardware and software problems.
• Highly organized and detail-oriented in all assignments.
• Accuracy, analytical skills, and attention to detail are required.
• Strong multi-tasking skills; must manage responsibilities under strict deadlines.
• Ability to work independently with minimal supervision and resolve issues and communicate with the appropriate person or department.

Education & Experience

• Degree in information technology or related field. + One (1) year IT experience + Tech Certification (A+, Apple, etc.) OR
• Five (5) years IT experience + Tech Certification (A+, Apple, etc.)

Requirements

• All candidates considered for the position will be required to successfully pass a criminal history background investigation.
• Work a varied schedule, including shifts, days, holidays, doubles, positions, and events.
• Split time between office (50%) and field (50%).
• Follow all policies and procedures outlined in the employee handbook and job-specific training guides.
• Meet physical requirements as dictated by the job, standing, walking, lifting (40 pounds), stooping, and carrying (25 pounds).

Compensation: $80,000.00 per year