IT Help Desk 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.

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):

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.

 

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):

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)

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience
• 2–4 years in an IT support or service desk role
• macOS Tahoe, Windows 11, and Linux — administration and troubleshooting across all three platforms
• Google Workspace, Microsoft 365, Active Directory / Azure AD, endpoint management tools (Intune, JAMF, or equivalent)
• Hands-on experience with laptop/desktop builds, peripherals, and AV equipment
• Proficiency in ServiceNow (incident, request, and asset management) and Jira (task and project tracking) — both are essential
• CompTIA A+ or equivalent (preferred); ITIL Foundation v4 (preferred)

Technical

• Robust 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).
• Awareness with AV systems and video conferencing platforms (Zoom Rooms, Microsoft Teams Rooms, Google Meet).
• Basic awareness 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 individually and as part of a collaborative team.

WORKING CONDITIONS

• This position requires working from the office four days a week (Monday through Thursday). Occasional participation in off-site events may also be required.
• 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.

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.