IT Help Desk Technician Level 2

Kura Sushi USA is a publicly traded U.S. company established in 2008 as a subsidiary of Kura Sushi, Inc. We are an innovative and tech interactive Japanese restaurant chain serving up the ultimate eater-tainment dining experience with a combination of premium ingredients, advanced technology, and affordable prices to create a one-of-a-kind revolving sushi dining experience.

Come join the Kura Krew!

We have and exciting opportunity for a IT Help Desk Technician level 2 to join our growing team. The IT Help Desk Technician Level 2 is responsible for providing more advanced technical support to both restaurants and corporate staff of Kura Sushi USA, Inc. This mid-level position requires a deeper understanding of IT systems, hardware, and software, and involves more complex troubleshooting. The Level 2 technician will mentor Level 1 technicians and lead the resolution of escalated issues.

This role is a hybrid role. The selected candidate must be able to come to the office in Irvine, CA on in office days and as needed to carry out necessary functions of the role.

ESSENTIAL DUTIES

Provide second-tier support for escalated technical issues, including more complex troubleshooting and resolution of hardware, software, and network problems. • Lead and guide Level 1 technicians in resolving issues, ensuring adherence to best practices. • Support implementation and maintenance of IT systems, including repair and replacement of hardware and software. • Coordinate and participate in new restaurant opening technology installations, including traveling to multi-state locations as necessary. • Manage vendor relationships for warranty repairs, hardware replacements, and troubleshooting external systems. • Maintain and update the knowledge base with new solutions and troubleshooting guides for future reference. • Participate in system upgrades and enhancements, evaluating their impact on restaurant operations and corporate systems. • Monitor and support project plans related to system implementations and updates. • Ensure all communication, troubleshooting efforts, and outcomes are thoroughly documented and tracked in the ticket management system. • Provide training and assistance to corporate and restaurant staff on IT systems and applications. • Assist in planning and implementing long-term IT solutions to improve operational efficiency. • Repair systems and software for corporate and store integration. • Evaluates existing applications and supports technical changes. • Implements solutions consistent with the architecture of business’s systems and software. • Oversees and provides input to implementation life cycle, including, testing, and ongoing support for application systems in an environment of diverse development platforms. • Provides advice and counsel to restaurant staff and CSC members. • Discusses work progress and obstacles with management, provides advice, and constructive feedback. • Supports and maintains project plans.

QUALIFICATIONS AND EDUCATION/EXPERIENCE

• Bachelor’s degree in computer science, business administration, or related field; or equivalent work experience and training
• Experiences with global environment with English and Japanese languages is preferred.
• Continued education in computer science, business administration, or a related field is preferred.
• Ability to work with operations management team
• Preferred relative experience in restaurant/foodservice industries
• Challenging sprit and good team player
• Advanced problem-solving and analytical skills, with a demonstrated ability to resolve complex technical issues.
• Excellent communication and leadership skills, able to mentor junior staff and communicate solutions clearly to non-technical users.
• Strong organizational skills with the ability to prioritize tasks and handle multiple projects simultaneously.
• Proficiency in advanced IT troubleshooting, including network infrastructure, software installations, and system integrations.

• Adaptability to manage unexpected issues and work effectively under pressure. • Professionalism, reliability, and the ability to work independently.

Technical Expertise

• Level 2: Possesses more advanced technical knowledge. They are expected to have a deeper understanding of IT infrastructure, networks, system integrations, and troubleshooting methodologies. They may also implement solutions and contribute to longer-term planning for IT systems.

Independence and Leadership

• Level 2: Works more independently and takes a leadership role in troubleshooting efforts. They may mentor Level 1 technicians, guide them on complex issues, and handle projects like new system implementations or upgrades.

PAY RANGE: $18.00 - $30.00/hr. DOE.