Cooper's Hawk Winery and Restaurants · 21 hours ago
Technical Support Administrator
Downers Grove, IL
Full-time
Hybrid
Mid Level
$55K/yr - $66K/yr
3+ years expCooper’s Hawk Winery & Restaurants is seeking an experienced Helpdesk/Technical Support Administrator to provide first class technical support to their restaurants and Restaurant Support Center team members. The role involves troubleshooting and restoring services to various IT and business systems, while ensuring timely resolution of IT service requests and incidents.
Food and BeverageRetailWine And SpiritsWinery
Responsibilities
Problem & Incident Management: Log, respond to, and ensure timely closure of incoming problems and incidents to multi-state restaurants and Restaurant Support Center by email, phone, chat or via Freshservice
Troubleshooting: Diagnose and resolve PC, POS, technology infrastructure and Business application incidents, ensuring issues are addressed in a timely manner. Issues include, but not limited to, configuration, installation, and ongoing maintenance of workstations, business 3rd party and in-house applications, point of sale, network equipment, operating systems, printers, internet connections, telephones, and mobile devices
Escalation Management: Escalate complex issues to support supervisor, application support teams or 3rd party resolver groups as appropriate
Hardware / Software management: Assist with the installation, configuration, and maintenance of hardware and software. Process requests for hardware and software in line with department policies. Image new or re-purposed workstation equipment as necessary
Documentation Management: Maintain documentation of helpdesk interactions including details of enquiries, troubleshooting steps and resolutions to facilitate knowledge sharing and process improvement. Create and update Knowledge Base articles and How-To training materials
Communication: Respond to all tickets, inquiries, and incidents in a thorough, careful, efficient manner, using proper grammar and spelling, using a kind helpful tone, respecting the company’s vision and values
Inventory Management: Maintain an accurate inventory of all hardware assets, supplies and software licenses
User Account Management: Facilitate onboarding and offboarding of team members, including provisioning and deprovisioning of software accounts, access requests and additional software requests in line with IT policies
Assist with basic team member training and “how to” guidance for in-scope applications and systems
Assist the testing and timely application of all critical software/Operating System updates and patches within the organization
Provide evening and weekend on call coverage
Manage vendors and MSPs delivering on-site maintenance services, and work with other IT teams to ensure delivery of quality service
Occasional travel to local restaurants for support or new deployments
Assist in the creation of IT Operations processes and procedures, ensuring adherence to operational KPIs and SLAs
Qualification
Required
3+ years of experience working on a corporate helpdesk
Adaptability and learning: Willingness to adapt to new technologies, and keep pace with changes in Restaurant technology
Hardware: Demonstrable understanding of desktops, laptops, POS devices, networking, and peripherals
Excellent troubleshooting skills including the ability to systematically identify and follow a set of steps to resolve a problem or incidents
Excellent customer service skills, and a passion for helping others
Strong knowledge & proficiency of Microsoft desktop environments and software including Microsoft Office 365, Active Directory and Security suites
Operating Systems: 3+ years Windows administration experience
Understand basic networking concepts (e.g. TCP/IP, DHCP, DNS) and troubleshooting techniques
Excellent technical and business verbal and written communication skills
Strong organizational, time management, and prioritization skills
Communication Skills: Open, visible, and approachable. Effectively communicate highly technical in nontechnical business terminology
Preferred
COMPTIA A+, Network+, or ITIL certifications a plus
Experience working in a multi-unit hospitality environment
Benefits
Incredible Discounts:
Monthly Dining Allowance
50% Dining and Carryout
40% Retail Wine
20% Retail and Private Events
Monthly Complimentary Wine Tasting for Two
Medical, Prescription, Dental, Vision Insurance plus Telemedicine and Wellness Program
Company Matching 401(k) Retirement Savings Plan
Flexible Savings Accounts- Health and Dependent Care
Health Savings Account
Long-Term Disability; Voluntary Short-Term Disability
Basic Life and AD&D Insurance (with option to purchase additional coverage)
Paid Parental Leave
Highly Competitive Pay plus Team Member Incentives & Rewards
Paid Time Off
Milestones Recognition Program
Complimentary Gym Membership in RSC Building
Hybrid Work Week (3 days in office, 2 days remote, depending on role)
Company
Cooper's Hawk Winery and Restaurants
Cooper’s Hawk Winery & Restaurants was created with the inspiration of bringing the Napa Valley experience to all of America, by combining an elegant tasting room with a polished casual restaurant and scratch kitchen.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2019-07-24Private Equity
Leadership Team
Timothy McEnery
Founder and CEO
Recent News
Seattle TechFlash
2025-11-26
Company data provided by crunchbase