Technical Support Administrator

The Technical Support Administrator is responsible for ensuring the logging and timely resolution of IT service requests, incidents, and problems by providing Level 1 and Level 2 Helpdesk Support to Cooper's Hawk restaurant and corporate office team members. Main tasks include troubleshooting and restoring services to hardware and software systems, PCs, printers, mobile devices, Point-of-Sale equipment, A/V equipment, and other IT and business systems within the Cooper's Hawk environment. This position requires someone who is customer-service oriented and has strong troubleshooting skills, along with a natural curiosity and a strong desire to "figure it out" - someone who enjoys digging into issues, asking thoughtful questions, and seeing problems through to full resolution rather than settling for temporary fixes.

The hours for this position are on a flexible rotating schedule. This role is part of the Information Technology team, which is based out of the Restaurant Support Center in Downers Grove, IL, where we have a hybrid environment (minimum of 3 days a week on-site).

How You Will Succeed:

Incident & Request Management

• Log, prioritize, and resolve technical incidents and service requests across multi-state restaurant locations and the RSC via phone, email, chat, and Freshservice
• Ensure timely resolution and closure in alignment with SLAs and KPIs

Technical Troubleshooting & Support

• Diagnose and resolve issues across PCs, POS systems, mobile devices, printers, A/V equipment, and business applications
• Support installation, configuration, and ongoing maintenance of hardware, operating systems, network components, and software applications
• Troubleshoot connectivity (internet, telephony, network) and system performance issues

Escalation & Vendor Coordination

• Escalate complex issues to internal teams or third-party vendors as appropriate
• Coordinate with MSPs and vendors delivering on-site services to ensure high-quality support

Hardware, Software & Asset Management

• Provision, configure, and image new or repurposed equipment
• Process hardware and software requests in accordance with IT policies
• Maintain accurate inventory of hardware assets, supplies, and licenses

Documentation & Knowledge Management

• Document incidents, troubleshooting steps, and resolutions to drive knowledge sharing
• Create and maintain Knowledge Base articles and user-facing "how-to" guides

User Support & Account Administration

• Support onboarding/offboarding, including account provisioning, deprovisioning, and access management
• Provide training and guidance to team members on supported systems and applications

Operations & Continuous Improvement

• Assist with patch management and deployment of critical updates
• Contribute to the development and improvement of IT processes, procedures, and service delivery standards

Additional Responsibilities

• Participate in on-call rotation (evenings/weekends)
• Occasional travel to restaurant locations for support or new system deployments

What You'll Bring:

Required

• 3+ years of experience in a corporate helpdesk or technical support role
• Strong troubleshooting skills with a structured, methodical approach to problem-solving
• Excellent customer service mindset and communication skills
• Hands-on experience with:
• Windows environments and administration
• Microsoft 365, Active Directory, and endpoint security tools
• Desktops, laptops, POS systems, and peripherals
• Foundational networking knowledge (TCP/IP, DNS, DHCP)
• Strong organizational, prioritization, and time management skills
• Ability to communicate technical concepts clearly to non-technical users
• Adaptability and eagerness to learn new technologies in a fast-paced environment

Preferred

• CompTIA A+, Network+, or ITIL certifications
• Experience supporting multi-unit or hospitality/restaurant environments

Compensation Range: $55,000-$66,000. The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity.

What You'll Get:

• 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)

Cooper's Hawk reviews several factors when establishing compensation. Salaries and hourly wages appearing in a job posting may be published by third parties and may not reflect the salaries or hourly wages offered by Cooper's Hawk.

Cooper's Hawk is an equal opportunity employer. All qualified applicants are considered for employment without regard to the person's race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper's Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.

About Us

Cooper's Hawk features a Napa-style tasting room with wine-inspired retail for entertaining and a full-service restaurant, bar and private event space, offering a modern-yet-casual dining experience. Each scratch-kitchen menu item is designed to pair with our wines. Speaking of wine...the Cooper's Hawk Wine Club is perhaps the largest in the world, offering not only top-notch award-winning wines but also exclusive Wine Club membership benefits, including curated dining and travel experiences. Since 2005, we've brought the Napa Valley experience to our guests and Wine Club members, and now, with Piccolo Buco by Cooper's Hawk, we're bringing the vibrant flavors of Rome to them as well. Together, we're creating a lifestyle brand like no other.