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Help Desk Analyst

| Greater Boston Area

Toast Overview:

We are a rapidly growing company that's revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.

Job Overview:

The Help Desk Analyst will provide rockstar tech support for Toast employees in a fast paced, and exciting environment, while participating in various projects and initiatives. This is primarily a desk-side support “IT Generalist” role with some remote support involved.

What you will do:

  • Respond and troubleshoot user-submitted tickets in a timely manner, both in person and remotely
  • Field and log walk-up requests
  • Configure computers, create accounts, and issue IT training to new Toast employees
  • Create, document, and modify technical solutions, processes and procedures
  • Troubleshoot various SaaS Systems
  • Work on an after-hours support rotation (additional compensation provided)
  • Install and configure new hardware, software, and peripherals
  • Investigate VOIP and audio visual issues as they arise

Do you have the right ingredients?

  • 1-2 years of Technical Support Experience in an internal employee facing atmosphere
  • Excellent communications skills; both written and verbal
  • Expertise in supporting Mac OS and Windows.
  • Experience with Google Suite
  • Experience with a ticketing system such as: ServiceNow, Remedy, Zendesk or KACE
  • Proven ability to multitask and change priorities as needed
  • Personable, Friendly, and Outgoing - We need a people person that loves helping customers
  • Adaptable - The candidate should be able to “hit the ground running” and quickly adapt to new software frequently deployed at Toast.
  • Hungry - There is huge opportunity for growth at Toast and our ideal candidate would be willing to rapidly develop their career
  • Willing to quickly adapt to new procedures with an open mind

Bonus ingredients:

  • 2-4 years of Technical Support Experience
  • Previous experience with any of the following SaaS: Jamf, Office 365, Okta, Slack, Zoom, Robin, or BetterCloud
  • Basic networking experience (Meraki, TCP/IP, LAN, WAN, etc.)
  • Technical writing experience
Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularjsLibraries
    • ES6Libraries

Location

Toast is headquartered in the heart of Fenway. Catch a Sox game, grab a bite, and stroll through one of the trendiest neighborhoods in Boston.
Toast values candidates with varied backgrounds — and these 3 employees prove it
Watch

An Insider's view of Toast

What’s the vibe like in the office?

Our office has both a relaxed but productive vibe. You'll see people with their heads down working, but you'll also see people hanging out and collaborating in open spaces. There's a good balance between work and play. When I'm not heads down coding, you'll find me playing guitar or hanging out in the Toast Pub.

Gabe Gonzalez

Associate Technical Sourcer, Previously: Software Engineer

How has your career grown since starting at the company?

I began as an Implementation Engineer, moved into instructional design, and now I am in my dream role as a Product Manager. This is afforded because Toast fosters a culture where experts in their domains are eager to give you a masterclass in what they do – you only need to ask and be willing to learn. This is the best perk when working at Toast.

Sean Park

Product Manager

What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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