Position Summary

The IT Specialist is responsible for the administration, support, security, and continuous improvement of the company's technology infrastructure and retail technology systems. This position serves as the primary technical resource for network administration, cybersecurity, end user support, point of sale systems, telecommunications, store technology platforms, security systems, and vendor managed technologies.

The role combines infrastructure administration with hands on support for business operations, ensuring reliable technology services across corporate and retail locations while maintaining system security and performance.

Primary Responsibilities

Infrastructure & Network Administration

• Administer and maintain LAN, WAN, wireless, VPN, and cloud connected network environments.
• Install, configure, and support routers, switches, firewalls, wireless access points, and related network equipment.
• Monitor network health, performance, and security.
• Implement software patches, firmware updates, and security enhancements.
• Coordinate with network monitoring and security vendors to remediate vulnerabilities and compliance issues.
• Configure and maintain Active Directory, user access controls, group policies, and security permissions.
• Participate in infrastructure planning, upgrades, migrations, and expansion projects.

End User Support

• Serve as the primary escalation point for help desk tickets and technical support requests.
• Troubleshoot hardware, software, networking, and connectivity issues.
• Configure and deploy workstations, mobile devices, printers, and peripherals.
• Onboard and offboard employees, including account provisioning and access management.
• Document support procedures, technical solutions, and system changes.
• Provide training and coaching to users on technology tools, security awareness, and best practices.

Retail Technology Management

• Administer and support POS systems, back office software, and store technology platforms.
• Install, maintain, and troubleshoot store hardware and software solutions.
• Support Verifone payment systems, EBT equipment, and related payment technologies.
• Manage loyalty program interfaces, franchise portals, promotional systems, and third party retail integrations.
• Serve as primary technical contact for retail technology vendors and support partners.
• Provide support for store technology incidents and escalations.

Security & Surveillance Systems

• Administer store security camera systems and video management software.
• Retrieve and provide video evidence for management and law enforcement when required.
• Coordinate with physical security vendors regarding installation, maintenance, and support.
• Ensure compliance with company security standards and policies.

Telecommunications & Vendor Management

• Coordinate installation, support, and maintenance of store and corporate connectivity.
• Review vendor performance and assist with technology contract administration.
• Work with external IT partners to ensure maximum system uptime and service quality.

Leadership & Operational Support

• Train operational leaders and district managers on common technology issues and troubleshooting procedures.
• Develop user guides, training materials, and standard operating procedures.
• Recommend technology improvements that increase efficiency and security.
• Maintain technology asset inventories and lifecycle plans.
• Support retail operation through reasonable after hours availability and emergency response as needed.
• Perform additional duties as assigned.

Qualifications

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Technology, or related field preferred.
• Associate degree with equivalent experience considered.
• 3-5 years of experience supporting IT infrastructure and end user technology.
• Experience supporting retail, convenience store, hospitality, or multi-location environments preferred.

Technical Skills

• SQL Reporting
• Networking (TCP/IP, DNS, DHCP, VLANs, VPNs)
• Firewall, switching, and wireless technologies (Sophos, Aruba, Cisco, HB)
• Windows desktop and server administration
• Microsoft 365 administration (Entra, Office, Teams)
• Endpoint management and device deployment (Intune)
• Backup and disaster recovery solutions (Veeam)
• Cybersecurity best practices (Sophos, Arctic Wolf)
• POS and payment systems experience preferred (Verifone)
• Telecommunications and internet services management (Teams)

Soft Skills

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Ability to prioritize workloads and manage multiple projects simultaneously.
• Strong analytical and troubleshooting abilities.
• Ability to explain technical concepts to non-technical users.
• High level of confidentiality and professionalism.