IT HelpDesk Analyst

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. Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. Because our technology is purpose-built for restaurants, by restaurant people - and increasingly shaped by AI in both what we build and how we build - restaurants can trust that we’ll deliver on their needs for today while investing in the experiences that will power their restaurant of the future. A day in the life (Responsibilities) As an IT Service Desk Analyst (P2), you will provide autonomous technical assistance across software applications and hardware. Taking ownership of moderately complex issues. Your responsibilities include: Operations: Log, triage, and resolve Level 1/2 incidents via Slack, Email, and ServiceNow while meeting SLA targets. Asset Management: Oversee the IT asset lifecycle including inventory audits, new-hire provisioning, and equipment disposal. Meeting Rooms & Events: Maintain AV/IT equipment in collaboration rooms and provide live technical support for company Town Halls. Knowledge Management: Draft internal troubleshooting guides and run IT onboarding sessions for new employees. What you'll need to thrive (Requirements) 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. OS: macOS Tahoe, Windows 11, and Linux. Productivity & AV: Google Workspace, Microsoft 365, Slack, Teams, and Zoom Rooms. Management & Tracking: Active Directory/Azure AD, Intune or JAMF, ServiceNow, and Jira. What will help you stand out (Nonessential Skills/Nice to Haves) You will regularly work with and support the following environment: CompTIA A+ or ITIL Foundation v4 are highly preferred. Experience working with AI systems and large language models, specifically Claude. Experience in programming and coding with Python, Java, Node.js, and HTML. 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.