Job Title: IT Business Partner
Department: Information Technology
Reports To: Lead IT Business Partner
Status: Full-Time, Exempt
Date: October 2026
Broad Responsibilities: Own on-site technology support for an assigned region of the Areas USA estate - the airports, turnpike plazas and offices in that region - covering point of sale and kiosk hardware, network and connectivity, back-office equipment, printers and peripherals.
The service desk is the field's first point of contact. This role is the escalation point and the on-hands support: the person who goes to the location when hardware has to be replaced, when a problem cannot be resolved remotely, or when a new or remodeled unit has to be brought online. It is also this role's job to navigate inside information technology on the operator's behalf and come back with an answer.
This is a hands-on role, performed largely in terminals and operating restaurants rather than at a desk.
Main Duties & Responsibilities:
1. Provide on-site technology support across the assigned region: install, configure, troubleshoot, replace and test point of sale and kiosk hardware, network equipment, back-office computers, printers and peripherals.
2. Take escalations the service desk cannot resolve remotely: diagnose on site, restore service, and stay with the issue until it is closed and the operator knows it is closed.
3. Build and hold the working relationship with operations leadership and unit management in the region, with regular contact rather than contact only when something is broken.
4. Navigate inside information technology on the field's behalf - Guest Technology for point of sale, kiosk and digital menu board issues, IT Business Enablement for back-office applications, Infrastructure for network and connectivity - and own the follow-through back to the location.
5. Support new openings, remodels, equipment refreshes and rollouts in the region: site readiness, installation, testing, cutover and punch list completion.
6. Keep field assets accurate with IT Asset Management: equipment tagged and recorded on receipt, spares maintained at the right levels, swaps and returns processed promptly, and location inventory that matches reality.
7. Document the work: ticket detail that another technician can use, updated equipment lists, network and closet detail, and site access instructions.
8. Contribute to runbooks and knowledge articles so recurring issues are resolved consistently and more can be closed by the service desk without a visit.
9. Coordinate on-site vendor and carrier work - internet service providers, cabling contractors, equipment manufacturers and field service partners - and confirm the work was actually completed.
10. Identify recurring problems in the region and raise them with root cause evidence rather than absorbing the repeat visits.
11. Obtain and maintain airport security badging at assigned locations and follow airport and landlord access requirements.
12. Work safely in operating restaurants and active terminals, around guests and associates, with minimum disruption to service.
13. Travel of up to 50% within the assigned region, with heavier periods around openings, conversions and rollouts.
Skills and Qualifications
1. Five or more years of hands-on information technology support, including experience supporting multiple sites rather than a single location.
2. Point of sale hardware and peripherals - terminals, printers, cash drawers, card readers, kiosks and self-order devices: installation, troubleshooting, replacement and testing.
3. Working network knowledge: switching, wireless access points, structured cabling, circuits and basic routing, with the discipline to isolate where a problem actually sits before escalating it.
4. End-user device support - Windows, imaging, mobile devices and peripherals.
5. Experience working in a ticketing and service management tool, and comfort being measured on response and resolution.
6. Proven ability to work with operators. Restaurant and airport management need plain language and a straight answer about what is wrong and when it will be fixed.
7. Experience supporting an operation that runs seven days a week and cannot wait for a convenient maintenance window.
8. Able to obtain and maintain airport security badging at assigned airports, including the required background checks. Valid driver's license, and a valid passport or the ability to obtain one.
9. Works independently with little direct supervision, and keeps documentation, asset records and tickets current without being chased.
10. Comfortable using modern tooling, including artificial intelligence, to document, diagnose and speed resolution.
11. Preferred: airport, travel retail, restaurant, hospitality or multi-site retail experience.
12. Preferred: Oracle Simphony or comparable restaurant point of sale, self-order kiosk platforms, and digital menu board hardware.
13. Willingness to travel up to 50%, and to work occasional nights, weekends and holidays around operating hours, openings and rollouts.
Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is performed in airport terminals, restaurants, back-of-house areas, equipment rooms and offices. While performing the duties of this job, the employee moves about terminals and restaurant units for extended periods, stands and walks for most of the workday, and works in environments that are at times noisy, confined, hot or cold. The employee frequently operates a computer and handheld devices, reaches with hands and arms, and bends, kneels, crouches, crawls and works beneath counters and in equipment racks to install, connect and service technology equipment. The employee uses hand tools and ladders, and regularly lifts, carries and positions equipment weighing up to 50 lbs. The role requires travel by air and ground and the ability to obtain and maintain airport security badging at assigned locations.
