Job Abstract

The IT Technician will be the first point of contact for Service Desk incident escalation and problem management within sweetgreen's fleet of restaurants and IT infrastructure. Working out of the New York Support Center, the role will involve supporting store managers, visiting stores for incident response, and escalating issues to external teams. A successful candidate will have experience working on IT-related incidents in a retail or restaurant environment.

Key Responsibilities

IT Service Management (ITSM): The Service Desk is responsible for; receiving, triaging, resolving or escalating incidents that are raised via tickets, or triggered through monitors deployed in the field. This role should be prepared to do the following:

• Help monitor incidents & requests related to IT matters

• Support the Tier 0 & 1 teams, and act as a point escalation when issues need to be raised with a senior / more technical member of the team

• Monitor and respond proactively to alerts raised by telemetry from our field & deployed assets

• Work with external vendors to help support deployed equipment / services in our restaurants

• Participate with scheduled on-call activities (set to a rotation across the team)

• Performing activities within specified SLA (service level agreements)

Site visits: Part of this role is to visit stores to conduct repairs, support and preventative maintenance activities on technology equipment. This role will mostly focus on East Coast stores, and work collaboratively with the other portion of the team based in LA. Nationwide travel may be required as well in support for the fleet of stores. Industry & corporate experience: Technicians should have a broad technical knowledge and understanding of the Restaurant industry’s corporate and retail systems and are responsible for developing / contributing to Standard Operating Procedures (SOP’s) and a Knowledge Base (KB).Vendor Management Support: sweetgreen retail stores operate across the United States, responsibility to work collaboratively with our vendor partners to ensure store operations are stable is a top priority for this role

Preferred Skills

• Good technical working knowledge of networks, security, and customer service best practices
• Experience supporting corporate IT systems including, but not limited to:
• Zendesk / ServiceNow
• OKTA / Azure Active Directory
• Google Suite
• Atlassian (JIRA, Confluence, OpsGenie)
• Experience in scripting & automations is a plus; e.g Workato
• Experience in desktop support, troubleshooting and maintenance.
• Experience of software installation and configuration.
• Experience in working in a corporate and retail environment.
• Strong communication, presentation, and people-handling skills at all levels.
• Experience performing diagnostic and root cause analysis.
• Aptitude for problem solving.
• Service oriented.

To be clear, you won’t be doing this alone—you’ll have the full support of the Sweetgreen onshore and offshore tech support team. This isn’t a job for firefighters or people who thrive on heroics or herculean efforts—this is a role for people who work best in steady-state conditions who know how to fight the occasional fire when it becomes necessary and will put protections in place to ensure the fire doesn’t occur again. You can expect to grow in your strengths, versatility, and competence in this job. You can expect an inclusive, eager team who’ll support you in it, rise to challenges with you, and grow together.

• Highly competitive pay + bonus plan
• Three different medical plans to suit your and your family's needs
• Dental and Vision insurance
• Flexible PTO plan
• 401k program
• Employee HSA and FSA
• Complimentary greens
• An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
• To live the sweetlife and celebrate your passion + purpose
• A collaborative team of people who live our core values and have your back
• A clear career path with opportunities for development, both personally and professionally
• Free sweetgreen swag

Come join the sweetlife!

About sweetgreen

sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen, our 3,500 team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we’re committed to leaving people better than we found them. We’re in the business of feeding people, and we’re out to change what that means.

sweetgreen provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.

sweetgreen participates in the federal government's E-Verify program to determine employment eligibility. To learn more about the E-Verify program, please click here.