IT Systems Administrator

About the role

Supports and maintains all Point‑of‑Sale (POS) and product life cycle (PLC) hardware and peripherals. Provides system support services and related support as required. Identifies, researches, and resolves technical problems, including deploying and supporting POS and PLC operating systems, as well as network and security issues. Documents, tracks, and monitors problems to resolution within service‑level agreement standards.

Responsibilities

• Manage, oversee, and maintain POS and PLC systems including local store tablets, printers, and scanners.
• Provide customer support for all POS and PLC hardware and peripherals.
• Manage POS and PLC user‑level access for approved associates (new hires, transfers, promotions, demotions, terminations).
• Maintain security of POS and PLC systems and ensure PCI Data Security Standards compliance; keep documentation to protect customer, donor, and associate personal information.
• Maintain emergency stock levels of POS and PLC hardware and peripherals; collaborate with the IT Manager to ensure sufficient ready‑to‑deploy inventory.
• Assist in methodology for POS and PLC software and hardware deployments and support users with standardized operating systems and applications.
• Escalate unresolved issues per internal IT SLA, own cases to resolution, and involve leadership or external vendors as appropriate.
• Recommend and drive process enhancements; identify common issues in systems and processes.
• Communicate status of work activities and issues with peers and management.
• Attend in‑service and related training as assigned.
• Serve as first point of contact for all support desk tickets and calls related to POS and PLC.
• Conduct internal audit reviews on all systems at regular intervals.
• Inform associates of service request progress, impending changes, and agreed outages.
• Produce detailed timelines for each application release and monitor progress.
• Update and produce status reports as needed.
• Review designs and unit test plans where applicable.
• Participate in hardware and software evaluations and maintain vendor contracts.
• Represent the IT function at organization‑wide meetings.
• Liaise between users, operations, and programming personnel for system design, modifications, or troubleshooting.
• Apply system updates or patches to ensure maintenance.
• Assist in managing vendor relationships and SLAs for networks, cloud computing, and SaaS systems.
• Provide after‑hours support for systems and servers.
• Create documentation to support system implementations, version control, and maintain specifications, systems, and procedures.
• Research, interview, and negotiate with suppliers; minimize cost and maximize value in procurement.
• Review quotes, purchase orders, and invoices to meet technical needs.
• Generate reports in POS and PLC systems.
• Ensure proper functioning of information processing systems and oversee necessary upgrades.
• Keep computer equipment, hardware, and software updated to meet organizational needs.
• Perform other duties as directed by management to support evolving organizational needs.

Additional Responsibilities

• Demonstrate professionalism, good judgment, and a friendly, cooperative attitude.
• Maintain punctuality, professional appearance, and adhere to GWH policies, loss prevention, safety regulations, and guiding principles.
• Maintain a high level of confidentiality.
• Follow GWH safety procedures, maintain good housekeeping, and keep walkways clear.
• Adhere to local, state, and federal laws and regulations.

Qualifications

• Bachelor’s degree in computer science or a related field (or equivalent professional experience).
• Minimum of three (3) years of IT and customer service experience.
• Strong knowledge in supporting POS and/or PLC retail systems.
• Experience with PCI compliance (preferred).
• Strong organizational, detail‑, task‑, and goal‑oriented skills.
• Interpersonal skills: telephony, communication, active listening, and customer care.
• Ability to multitask, make quick decisions, adapt to change, and collaborate in a fast‑paced, team‑oriented environment.
• Must be available to work nights and weekends and provide after‑hours support as required.
• Travel to multiple locations daily; reliable transportation required.
• Legal authorization to work in the United States without sponsorship.
• Master’s degree in a relevant field is preferred.

Key Performance Indicators

• System Uptime – ensure systems are operational and available.
• Patch Updates – ensure system firmware is updated in a timely manner.
• Ticket Resolution Time – on‑time resolution of support requests.
• Project Deadlines – complete assigned projects on time.
• Written Communication – demonstrate strong writing and documentation skills.
• POS Deployment Success Rate – successfully deploy production and POS terminals at store openings and events.

Physical Requirements

• Ability to sit, stand, bend, and reach.
• Ability to lift, push, and pull up to 25 lb.
• Ability to spend most working hours at a computer.