Marco's Pizza (Marco's Franchising, LLC) · 1 day ago
MSIT Help Desk Tier 1 Specialist
Ohio, United States
Full-time
Onsite
Mid Level
3+ years expMarco's Pizza is seeking a Tier 1 Helpdesk Support Specialist to provide technical assistance to in-store users and store owners. The role involves troubleshooting hardware and software issues, managing support requests, and maintaining high levels of customer service.
Food and Beverage
Responsibilities
Serve as the first point of contact for instore users/store owners (customers) seeking technical assistance via phone, e-mail, or occasionally, in person
Diagnose, research and resolve tier 1 technical hardware and software issues
Effectively advise and assist in-store users/store owners(customers) on appropriate action
Provide accurate information on IT products and services
Direct unresolved issues to the next level of support personnel
Identify and escalate situations requiring urgent attention
Support menu and recipe management by using tools built into POS systems to make changes to prices, offers, and recipes for stores as needed
Maintain the highest possible level of customer service to our instore users/store owners (customers)
Manage some website administration by adding or changing information listings for stores on website and mobile applications (Join Our Team)
Answer calls and emails from franchisees regarding issues with the system on topics including questions regarding reports, troubleshooting food cost issues in a store, setting up new employees, auditing store sales, pulling information or reports and more
Qualification
Required
High school graduate or equivalent experience
3-5 years of experience with POS systems or equivalent IT experience
2 years' experience on supporting Windows Server, Windows Domain, and Windows OS 7/10 Desktops, and MS Office Suite of products
Experience working in a support request ticketing system and managing/prioritizing workload and multiple support requests
Preferred
Bachelor's degree in MIS
Understanding of restaurant operations
Ability to write SQL queries
Familiarity with database design
Experience supporting IT for retail and/or multi-site locations
Experience supporting laptop/desktop computers/POS system hardware/software
Working knowledge of PC hardware, network printing, VoIP phone systems, and troubleshooting
Working knowledge and experience supporting Active Directory, DNS, DHCP
Working knowledge and experience supporting Exchange Cloud and O365 technologies
Working knowledge and experience supporting WAN/LAN/Cloud network technologies and infrastructure devices (i.e. Routers, Switches, Firewalls, VoIP – Cisco, WatchGuard, etc.)
A+ CompTIA and/or N+ CompTIA Technical Certifications are a plus
Bi-Lingual
Company
Marco's Pizza (Marco's Franchising, LLC)
Headquartered in Toledo, Ohio, Marco’s Pizza is one of the fastest-growing pizza brands in the United States.
10001+ employees
H1B Sponsorship
Marco's Pizza (Marco's Franchising, LLC) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Tony Libardi
President & Co-CEO
Bill Schaffler
SVP and Chief Financial Officer
Recent News
2025-12-14
2025-12-10
Company data provided by crunchbase