Senior IT Service Desk Representative

This is a non-remote position, and you will be required to work in our San Francisco office 5 days per week.

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

About Toast:

Toast is a rapidly growing, innovative technology company empowering restaurants of all sizes to build great guest experiences and run their operations smoothly. We're on a mission to be the all-in-one platform for the restaurant industry, and our team in San Francisco plays a vital role in supporting our internal teams as we continue to scale and innovate. Our culture is fast-paced, collaborative, and customer-focused, and we value individuals who are proactive, problem-solvers, and passionate about technology.

As a Senior IT Service Desk Representative in our San Francisco office, you will be a key member of our IT team, providing exceptional technical support to our local employees. You will be the first point of contact for a wide range of IT-related issues, demonstrating strong technical expertise, excellent customer service skills, and the ability to troubleshoot complex problems efficiently. You will also play a role in mentoring junior team members and contributing to the continuous improvement of our IT support processes. This is an exciting opportunity to make a significant impact in a dynamic and growing technology company.

About this roll* Responsibilities:

• Serve as the primary point of contact for IT support requests from our San Francisco-based employees, providing timely and professional assistance via email, direct messaging and in-person.
• Troubleshoot and resolve a wide range of hardware, software, network, and application issues, including but not limited to:
• Laptop support (Windows and macOS)
• Network connectivity (wired and wireless)
• Printing and peripheral devices
• Software applications (SaaS and desktop-based)
• Account management and access control
• Video conferencing and audio video hardware
• Contribute to the creation of knowledge base articles while documenting all support interactions accurately and efficiently within our ticketing system (ServiceNow). 
• Proactively identify and report potential IT issues and trends using available data to make informed decisions and implement effective solutions for IT support challenges.
• Assist with onboarding and offboarding processes, including account creation/termination and hardware provisioning/retrieval.
• Manage local IT inventory and asset tracking.

Do you have the right ingredients*? (Requirements)

• Minimum of 5 years of experience in an IT Service Desk or technical support role.
• Proven ability to troubleshoot and resolve a wide range of technical issues in a fast-paced environment.
• Strong knowledge of Windows and macOS operating systems, hardware, software applications, and networking fundamentals.
• Familiarity with ticketing systems (e.g., Jira Service Management, ServiceNow).
• Excellent customer service and communication skills (both written and verbal), with the ability to explain technical concepts to non-technical users.  
• Strong problem-solving and analytical skills with a proactive approach.  

Ability to work independently and as part of a team.

• Strong organizational and time management skills with the ability to prioritize tasks effectively.  
• A passion for technology and a desire to learn and grow.

Special Sauce*: (Nice to have, non-essential skills)

• IT certifications (e.g., CompTIA A+, Network+, Security+).
• Experience supporting SaaS applications.
• Familiarity with Google Workspace.
• Experience in a high-growth technology company.

We Offer:

• A dynamic and collaborative work environment in the heart of San Francisco
• Opportunities for professional growth and development
• Comprehensive benefits package
• A chance to be part of a company that is revolutionizing the restaurant industry

Our Spread* of Total Rewards
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.

*Bread puns encouraged but not required

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

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.

Apply today!

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.