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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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)

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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

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.

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.

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.

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.

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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.