Tier 1 IT Support Technician - Part Time

The Tier 1 IT Support Technician serves as the support liaison for corporate office employees and franchise store location requiring technical assistance with store hardware and software. This role provides remote and limited on-site support for hardware, software, and point-of-sale (POS) systems, ensuring timely and accurate problem resolution. The Tier 1 Support Technician plays a key role in maintaining business continuity by responding to inquires, troubleshooting issues, and escalating complex problems to appropriate internal parties or external vendors when necessary. 

Schedule Requirements:

• Daytime availability required on Mondays and Fridays
• Additional hours (approximately 10–15 per week) will vary
• Ideal candidates comfortable with a flexible schedule and the ability to work different days/times as needed

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Troubleshoot and resolve hardware, software, and network issues for corporate employees and franchise store locations  

• Document support tickets with detailed descriptions of issues, resolutions, and actions taken  

• Support hardware setup and maintenance for corporate employees including desktops, laptops, and mobile devices  

• Support stores with hardware issues on terminals, pin pads, receipt printers, hand scanners, etc.  

• Troubleshoot issues with in-house POS system (PERC-o-Matic/PERC-o-Manager)  

• Prepare/Configure new store equipment, POS equipment (terminal, pad configuration, BOH setup, etc.) 

• Provide clear, professional, and empathetic communication with end-users 

• Escalate unresolved or complex issues to appropriate parties or departments  

• Collaborate with team members on complex or recurring issues  

• Prepare shipments of equipment to stores   

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.  

Education 

• Minimum of High School Diploma and Technical Training required 

• Associates Degree in IT or equivalent job training preferred 

Experience  

• Minimum of 2 years of experience providing technical support in a professional setting    

• Experience with helpdesk ticketing systems preferred   

Knowledge 

• Basic troubleshooting skills via hardware and software  

• Knowledge of Microsoft Windows & Microsoft Office products  

• Basic understanding of Mac products to support iOS and Mac users  

Ability 

• Ability to prioritize tasks 

• Good communication skills, both written and verbal, with a customer service-oriented mindset   

• Ability to communicate professionally and effectively to stakeholders across the organization  

• Ability to maintain discretion related to confidential information 

• Strong attention to detail  

• Strong organizational skills  

• Effective time management skills 

• Ability to multi-task and work cooperatively with others  

• Ability to maintain discretion related to confidential information    

• Ability to excel in a remote work environment, both independently and as a member of a team  

• Ability to manage stress and conflicts in a work setting 

Licensing / Professional Certification  

• A+ preferred  

• Net+ preferred  

Physical Requirements 

• Ability to lift up to 40 lbs occasionally  

• Prolonged periods of seated work 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Other Requirements  

• Reliable internet and setting to perform job remotely 

• Requires occasional travel to Home Office in East Lansing, MI 

• Requires minimal travel to BIGGBY store locations  

COMPANY OVERVIEW 

We believe that coffee brings people together and we are fueled by our purpose to build communities where people feel connected, valued, uplifted, and inspired! We are a 100% franchise company that has grown to over 450 locations in 13 states since we started in 1995. We invite you to grow with us! We are always looking for individuals to join our team who possess a desire to grow and a willingness to share as a professional and individual.  

Our Core Values are:  

Own Your Impact - Authenticity is the foundation of connection. Integrity, diversity, and respect shape how we show up and support others.   

Grow! - We embrace growth as a lifelong journey. We support learning, risk-taking, and celebrating progress. 

Display Courage - Courage means showing up even when it’s uncomfortable. It’s about saying the hard things, standing for values, and growing through challenges.   

Elevate Every Day - Greatness lives in everyday moments. We turn the ordinary into something uplifting and memorable.   

BENEFITS & PERKS 

As a full-time Home Office employee, you would receive a variety of benefits including: 

- 10 days of vacation days as a new hire. Vacation days will then increase with your tenure.  

- 9 Sick Days, 5 Floating Holidays, and 3 Volunteer Days per calendar year. 

- 13 Company-Paid holidays per year.  

- A paid sabbatical after every 5 years of employment.  

- Family Care Plan (maternity/paternity) 

- Bereavement days 

The BIGGBY® COFFEE Corporate Office also offers ST/LT disability, 401K w/ employer match (up to 4%), Tuition Reimbursement, $100,000 company-paid life insurance, and medical, dental, & vision insurance. 

We also offer numerous perks including a remote office set-up bonus, a fixed monthly allotment, flexible scheduling, discounted pet insurance, discounted BIGGBY® merchandise, discounted college tuition through select universities, and more! 

*Candidates will be placed in the salary range based on relevant skills and experience requested for the role. 

**Applicants must reside or relocate to a state the BIGGBY® COFFEE Home Office is registered to conduct business in, which are MI, OH, CT, SC, KY, GA, PA, and VA.  

BIGGBY® COFFEE exists to build communities where people feel connected, valued, uplifted, and inspired. Global Orange Development, LLC (“GODev”) is an Equal Opportunity Employer. Consistent with our values: Grow! Elevate Every Day, Own Your Impact, and Display Courage, we strive to create a safe, supportive community where every individual can thrive.   

GODev does not discriminate on the basis of actual or perceived race (including traits historically associated with race including but not limited to, hair texture and hair styles), color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, height, weight, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances   

In accordance with the Americans with Disabilities Act (ADA) and the Michigan Persons with Disabilities Civil Rights Act (PWDCRA), GODev provides reasonable accommodations for applicants and employees with disabilities.  

This statement applies to GODev’s Home Office employees. Each BIGGBY® COFFEE franchise location is independently owned and operated and is solely responsible for its own employment policies and practices.