Tier 1 IT Support Technician - Part Time

Job DetailsLevel: ExperiencedJob Location: Hybrid - East Lansing, MI 48823Position Type: Part TimeEducation Level: High SchoolSalary Range: $19.18 - $31.97 HourlyTravel Percentage: Up to 25%Job Shift: AnyThe 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.   Minimum RequirementsEducation  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.