===== About Upserve =====

Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps. Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver. We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions. Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====

Upserve is looking for a talented and highly motivated Senior IT Specialist to help us establish a new office in Denver! The Senior IT Specialist will be the sole representative of the IT function in the Denver office and, as such, will have a high level of autonomy and influence. The ideal candidate for this role is someone who thrives in a fast-paced environment, is customer service oriented, has a proactive approach to problem-solving, and is passionate about continuous improvement.

Under the guidance of the IT Operations Manager, the Senior IT Specialist plays a critical role in ensuring that Upserve’s employees have the technical resources required to adequately perform in their roles. Initially, they will participate in the build-out of the office, advising on networking and equipment, communicating with vendors, and assisting in project managing the build. Once the office is established, the Senior IT Specialist will be responsible for the full life-cycle of employee technical support including provisioning, technical support, networking, and security. Most importantly, the Senior IT Specialist will serve as a key point of contact for Upserve's Talent and Operations team and will promote the team's primary mission of empowering employees to succeed through engaging and supportive internal customer service.

===== Requirements =====

EXPERIENCE

- 5+ years experience in IT support​ including HelpDesk and Networking responsibilities

- SaaS/ Call Center experience preferred

TECHNICAL SKILLS

- Excellent technical troubleshooting skills

- Knowledge of LAN/WAN networks, TCP/IP protocols and network technologies

- Strong Mac OS and Hardware experience

- G-Suite, ZenDesk, Bettercloud, Jamf experience a plus

NON-TECHNICAL SKILLS

- Ability to adapt quickly in a rapidly changing environment

- Excellent Communication skills- ability to communicate technical information to non-technical audiences

- Customer- service orientation

- Self motivated, autonomous approach to work

- Ability to appropriately triage competing priorities and adjust focus accordingly

- Orientation toward proactive problem-solving and continuous process improvement

OTHER REQUIREMENTS

- Must be able to lift and transfer monitors and desktop systems as required (~40 pounds)

===== Upserve's "Mise En Place" =====Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).- Our Net Promoter Scores over the last six months are higher than any other SMB software company- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker. But our focus on excellence doesn't stop there. We offer competitive employee, including the following: - 100% paid medical and dental coverage with the leading provider nation-wide - Unlimited Time Off - our policy is "take the time you need, when you need it" - A "family first" culture, with generous paid parental and caregiver leave - 401(k) with built-in financial advisory services - Quarterly wellness weeks, focused on mental, emotional AND physical health - Catered healthy lunches daily, as well as organic healthy snacks in our office. - On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others! - Multiple social clubs, including intramural sport leagues and a monthly "supper club" Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.