Systems Specialist

Support the administration, maintenance, and documentation of assigned IT systems, applications, devices, and user access processes.

Evaluate system and support processes and recommend improvements that strengthen efficiency, security, reliability, and the user experience.

Participate in technology implementations, upgrades, equipment deployments, store openings, and other IT projects.

Test system changes and document results before updates are introduced into the production environment.

Maintain accurate system records, equipment information, support procedures, and technical documentation.

Partner with IT team members and business stakeholders to prioritize issues based on operational impact and business needs.

Assist with training team members on technology tools, support processes, and system functionality.

Provide technical support during designated early morning, evening, and weekend shifts to align with retail operating hours.

Respond to urgent technology issues that may disrupt store operations, including point-of-sale connectivity, system access, hardware, network, or CrunchTime-related issues.

Assess the severity and business impact of after-hours issues and determine whether immediate resolution, vendor escalation, or follow-up support is appropriate.

Participate in an after-hours or on-call support rotation as assigned.

Communicate clearly with store leaders and business partners during service disruptions and provide updates through resolution.

Support planned maintenance, system releases, implementations, and other technology activities that must occur outside standard business hours.

Perform other duties as assigned.

WHAT YOU’LL NEED

3+ years of experience providing technical support, help desk support, systems administration, application support, or related IT services.

Associate or Bachelor’s degree in information technology, computer science, information systems, or a related field is preferred.

Relevant technical experience, certifications, or a combination of education and experience may be considered in place of a degree.

Experience supporting a multi-location retail, restaurant, hospitality, or similarly distributed operating environment is preferred.

Hands-on experience supporting CrunchTime or another inventory & labor back-office platform is strongly preferred.

Demonstrated ability to diagnose technical and application issues, evaluate possible solutions, and independently determine appropriate next steps.

Experience managing support tickets and working within an IT service management or help desk platform.

Hands-on experience using Freshservice and Freshworks or another help desk support platform is strongly preferred

Working knowledge of user account administration, permissions, hardware, software, networking, mobile devices, and common business applications.

Hands-on experience supporting Google and Microsoft enterprise suite of products is strongly preferred

Ability to communicate technical information clearly to team members with varying levels of technical knowledge.

Strong organization and documentation skills, with the ability to manage multiple issues and competing priorities.

Ability to collaborate effectively with retail leaders, corporate teams, technology vendors, and other members of the IT team.

Ability to maintain discretion when working with confidential company, employee, and system information.

Availability to work scheduled Thursday - Monday; 3:00 AM - 12:00 PM shift, plus occasional additional evenings, weekends, or hours outside standard business hours as needed.

Ability to travel occasionally to retail or corporate locations, as business needs require.

ESSENTIAL PHYSICAL REQUIREMENTS

Visual acuity

Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to others

Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers

Extending hand(s) and arm(s) in any direction

Bending, Reaching, Pulling, Pushing, Extending arms/hands occasionally during shift

Sitting for extended periods of time

Exerting up to 10-20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects

Compensation & Benefits

A reasonable estimate of the starting annual base salary for this role is $75,000 to $85,000. Please note that the base salary will vary based on qualifications, previous experience, and work location.

When you join our team, we better your days through our benefits and support programs – we offer our team members medical, dental, and vision insurance, company-paid basic life insurance, optional family life insurance, 401(k) with company match, flexible spending accounts, commuter benefits, mental health support, holiday pay, Vacation & Sick Time, Team Member discounts, freebie drinks and discounted beans, fun Philz swag, opportunities for growth and advancement, and more!

Philz maintains a policy regarding the employment of relatives and individuals with close personal relationships. Candidates with family members or close personal relationships currently employed by Philz may be subject to additional review to ensure there are no conflicts of interest, supervisory relationship concerns, or impacts on team performance and morale.

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