Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The IT Help Desk Analyst serves as a primary point of contact for end-users seeking technical assistance across software, applications, and hardware. In addition to day-to-day incident and request management, the role encompasses IT asset lifecycle support, meeting room technology maintenance, and end-to-end AV/IT setup for company events. The P2 level is expected to work with greater autonomy than an entry-level analyst, take ownership of moderately complex issues, and contribute to knowledge-base development and process improvement. Strong verbal and written communication skills, with Hluency in English, are essential for this role. A day in the life (Responsibilities): 1. Help Desk Operations - Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow. - Provide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux), productivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack), and business applications. - Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals. - Manage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation of troubleshooting steps, resolution notes, and time tracking. - Escalate complex or unresolved issues to Level 3 support or specialist teams with full documentation. - Meet or exceed defined SLA targets for response and resolution times. - IT Asset Management - Manage the full lifecycle of IT assets including procurement intake, configuration, deployment, tracking, and retirement. - Maintain accurate records in the IT Asset Management (ITAM) system for laptops, monitors, accessories, and peripherals. - Conduct periodic asset audits to verify inventory accuracy and flag discrepancies. - Prepare and configure new-hire equipment (laptop imaging, software provisioning, account setup) across macOS, Windows, and Linux environments. - Coordinate timely collection and secure disposal or reallocation of assets from departing employees. - Manage stock levels for consumables and accessories (cables, docking stations, keyboard/mouse sets) and raise replenishment requests as needed. - Meeting Room Technology - Maintain and support AV and IT equipment in all meeting and collaboration rooms (display screens, video conferencing systems, room booking panels, speakerphones, HDMI/USB-C connections). - Conduct routine checks to ensure all meeting rooms are fully operational at the start of each business day. - Troubleshoot and resolve meeting room technology issues promptly to minimise disruption to scheduled meetings. - Coordinate with facilities and vendors for hardware repairs, warranty replacements, or upgrades. - Create and maintain user guides for meeting room equipment. - Event & Town Hall IT Support - Partner with the events team and internal stakeholders to plan and deliver IT and AV support for company events including Town Halls, All-Hands meetings, off-sites, and external events. - Set up, test, and operate AV equipment including projectors, large-format displays, microphones, live-streaming platforms, and hybrid conferencing tools. - Serve as on-site IT support during events, ensuring real-time issue resolution with minimal disruption. - Conduct pre-event technical rehearsals and post-event teardown. - Document event setup configurations for repeatability and future reference. - Knowledge Management & Continuous Improvement - Contribute to and maintain the IT knowledge base with accurate how-to guides, FAQs, and troubleshooting articles. - Identify recurring issues and propose root-cause fixes or user-education initiatives. - Support onboarding sessions to help new employees get comfortable with IT tools and processes. - Participate in team meetings, retrospectives, and process improvement initiatives. What you'll need to thrive (Requirements) Education Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience Experience 2–4 years in an IT support or service desk role OS Proficiency macOS Tahoe, Windows 11, and Linux — administration and troubleshooting across all three platforms Applications Google Workspace, Microsoft 365, Active Directory / Azure AD, endpoint management tools (Intune, JAMF, or equivalent) Hardware Hands-on experience with laptop/desktop builds, peripherals, and AV equipment ITSM Tools Proficiency in ServiceNow (incident, request, and asset management) and Jira (task and project tracking) — both are essential Certifications CompTIA A+ or equivalent (preferred); ITIL Foundation v4 (preferred) Technical - Strong hardware and software troubleshooting methodology across macOS Tahoe, Windows 11, and Linux. - Proficient in ServiceNow for end-to-end ticket lifecycle management. - Working knowledge of Jira for task tracking and cross-team coordination. - Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi). - Familiarity with AV systems and video conferencing platforms (Zoom Rooms, Microsoft Teams Rooms, Google Meet). - Basic understanding of asset management principles and ITAM tools. Interpersonal & Professional - Clear and empathetic communication with both technical and non-technical stakeholders. - Ability to manage multiple concurrent tasks and prioritise effectively under pressure. - Customer-first mindset with a high standard for service quality. - Proactive ownership of issues through to resolution. - Comfortable working independently and as part of a collaborative team. WORKING CONDITIONS - Office-based with occasional requirements to support off-site events. - May require early starts, late finishes, or weekend availability to support events and scheduled maintenance windows. - Physical activity involved: carrying and setting up IT equipment, mounting displays, cable management. PERFORMANCE INDICATORS - SLA compliance rate (response and resolution targets) - Customer satisfaction (CSAT) scores - Asset inventory accuracy - First-contact resolution rate - Knowledge base article contributions - Event support delivery — zero critical failures AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Role Description This is a people management role first. We are hiring someone to lead the engineering team day-to-day, managing engineers directly, holding them accountable, running delivery operations, and building the operational infrastructure the team currently lacks from scratch. - There is no existing playbook. - No mature intake process. - No capacity framework. - No defined utilization targets. - No release process. You will build all of it — and you will enforce all of it. Engineering's primary purpose at TNT Growth is client delivery. Every system you build, every process you design, every framework you implement needs to ladder up to that. If it doesn't accelerate client outcomes, it doesn't belong on the roadmap. What You'll Own - Directly manage engineers: 1:1s, performance expectations, coaching, accountability, and career development. - Lead the engineering team in driving impact! - Focus on the HOW of the engineering department's goals; provide strategic and hands-on support to ensure work flows smoothly and maintains excellence. - Ensure team and individual KPIs and deadlines are met, even exceeded. - Monitor project progress in ClickUp and ensure clients are happy with results. - Design and implement a single intake system for all engineering requests. - Triage incoming tickets with enough technical understanding to assess client-critical needs. - Build and maintain a forward-looking capacity plan. - Own the 30/60/90-day engineering calendar. - Assess every incoming client request against the client’s contracted scope of work. - Partner with GMs and client success to ensure the team is building what clients are paying for. - Track scope compliance over time. - Be pro-active! Design and run an early warning system for growing backlogs. - Manage sprint execution: standups, sprint planning, retrospectives, velocity tracking. - Design the team’s operating model. - Define expected utilization targets for each engineer. - Prepare business cases for headcount requests. - Own the communication structure between engineering, ops, client success, growth, and leadership. Qualifications - MUST have 2+ years of experience in engineering management. - MUST have 5+ years in engineering operations, technical program management, or a similar role where you owned delivery infrastructure. - MUST have experience building operational systems from scratch in a team that didn’t have them. - Strong enough technical understanding to triage engineering tickets, assess scope, and challenge estimates. - Client-centric mindset. - Experience with client engagement models. - Comfortable with data. - Experience managing remote, distributed teams across time zones. - AI-literate. - Direct communicator. Compensation - Salary Range: $60k-$120k USD (Global Range, based on location and qualifications) - Flexible PTO and Paid Holidays - For US Candidates Additional Benefits Are Available

Role Description The Director, Enterprise IT Support is a people-first leadership role responsible for building, leading, and continuously improving a high-performing IT support organization. This role delivers value through team development, operational discipline, and a structured service delivery model — not as a hands-on technical expert. The Director owns the design and execution of the tiered support model (Tier 0–Tier 2) and ensures consistent, high-quality service delivery across a broad enterprise IT environment, operating in close partnership with the IT PMO, GRC, and Security teams. PRIMARY DUTIES: - People Leadership & Team Development: - Lead, coach, and develop IT support leaders and senior engineers. - Establish performance expectations, accountability structures, and career pathways. - Build a culture focused on ownership, service quality, and continuous improvement. - Service Delivery & Operations: - Own and mature the enterprise IT service delivery model including SLAs, escalation, and performance reporting. - Ensure consistent execution of incident, request, problem, and change management processes. - Tiered Support Model Ownership: - Design and continuously improve the Tier 0 (self-service), Tier 1 (service desk), and Tier 2 (technical escalation) model. - Increase automation and self-service adoption to reduce ticket volume. - Technology Operations Oversight: - Provide governance-level leadership across infrastructure, endpoint, identity, ITSM platforms, M365, and business application support. - This is a leadership role, not a hands-on technical position. - Cross-Functional Alignment: - Partner with IT PMO for operational readiness. - Align with GRC for compliance and audit adherence. - Coordinate with Security for incident response integration. - Ensure operations align with enterprise IT strategy. - Vendor & Financial Management: - Manage key vendor relationships and performance outcomes. - Own and manage an IT operations budget of approximately $5M. - Drive cost optimization and efficient resource utilization. Qualifications - Strong people leadership and team-building capabilities with a demonstrated track record. - Ability to operate effectively in a matrixed, cross-functional IT organization. - Broad working knowledge of enterprise IT domains; deep subject matter expertise not required. - Ability to translate strategy into operational execution. - Strong communication skills with both technical and business stakeholders. Requirements - Bachelor’s degree in Information Technology, Business, or a related field required. - 5+ years leading IT operations, infrastructure, or support teams. - Proven experience managing leaders or senior technical staff in a matrixed environment. - Experience operating or improving a tiered IT support model (Tier 0–Tier 2). - Exposure to multi-domain IT environments: infrastructure, security, endpoint, and applications. - Experience with ITSM platforms and vendor performance management. - Experience managing operational budgets and performance metrics. - Fluent in English required; additional languages beneficial for global coordination. Benefits - Competitive benefits package. - Continuous training and development opportunities. Physical Demands - Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment. - Ability to communicate effectively verbally and in writing. - Ability to see and read computer screens and printed documents, including prolonged periods at a screen. - Ability to travel to meet with clients or attend industry events. Work Environment - Remote. If based near a New Era Technology office (FL, IN, NY, MA, or PA) then Hybrid may be an option. - Travel to New Era Technology offices and client sites as needed. - Regular interaction with cross-functional teams and vendor partners across multiple time zones. Expected Hours of Work - Monday – Friday, 8am – 5pm Eastern Time. - Required hours may vary based on business needs, incident response, and global coordination obligations. Travel - Up to 10% travel may be required. Salary - $125,000 - $150,000 depending upon experience.

Role Description Quavo is looking for authentic and courageous professionals to join our team. If you're a driven, accountable, and innovative problem solver who thrives in a collaborative environment — working alongside like-minded teammates who are passionate about improving the client experience — then you're going to love working at Quavo! As an IT Intern at Quavo, you'll be an integral part of the team that keeps our internal technology running smoothly. Working closely with senior IT staff, you'll help maintain the health and integrity of our information systems — managing user access, supporting internal tools, and responding to employee requests. This role is a great fit for someone eager to build hands-on IT experience in a fast-paced, team-driven environment where your contributions genuinely matter. - Process and manage user access requests - Monitor dashboards to track, prioritize, and follow up on open issues and requests - Collaborate with Quavo employees to troubleshoot and resolve identified issues - Support project management tools including Azure DevOps, Confluence, and Jira - Provide laptop setup and support for internal staff Qualifications - Familiarity with Windows environments - Ability to juggle multiple tasks and prioritize effectively - Comfortable working independently with minimal supervision - Strong verbal and written communication skills, with the ability to work effectively across teams and with business stakeholders - A collaborative mindset and eagerness to contribute to a team-oriented culture