Systems Administrator

Information Technology Retail Systems AdministratorSupports and maintains all Point-of-Sale (POS) and product life cycle (PLC) hardware and peripherals. Provides system support services and similar needs as required. Identifies, researches, and resolves technical problems and performs tasks such as deploying and supporting POS and PLC operating systems, network, and security issues. Documents, tracks, and monitors the problem to resolution within the service level agreement standards.Essential Duties and Responsibilities:Responsible for managing, overseeing, and maintaining 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 from new hire, transfers, promotions, demotions, and terminations.Responsible for the security of the POS and PLC systems.Maintain GWH's Payment Card Industry (PCI) Data Security Standards compliance as systems develop, change, and grow.Manage POS and PLC hardware and peripherals emergency stock levels.Assist in the methodology for POS and PLC software and hardware deployments.Assist users with the use of standardized POS and PLC operating systems and applications.Escalate unresolved issues in accordance with the internal IT SLA and owns case to resolution.Escalate issues to leadership or outside vendors as appropriate.Recommend and drive process enhancements; identify common issues in systems and processes.Ability to communicate the status of work activities and issues with peers and management as they relate to projects and tasks.Attend in-service and related training as assigned by leadership.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.Communicate with associates as required: keeping them informed of service request progress, impending changes, and agreed outages.Produce a detailed timeline for each application release and implement effective project control by monitoring the progress of the software release.Update and produce status reports as needed.Review all designs and unit test plans where applicable.Participate in all hardware and software evaluations and maintain vendor contracts.Represent the IT function at meetings throughout the organization.Perform liaison duties between users, operations, and programming personnel in the areas of systems design, modifications, or troubleshooting.Ensure that systems are being maintained by applying system updates or patches.Assist in the management of vendor relationships and service level agreements for networks, cloud computing, and Software as a Service (SaaS) systems.Provide after-hours support for systems and servers.Create documentation to support systems implementations and version control, and maintain documentation of all relevant specifications, systems, and procedures.Research, interview, and negotiate with suppliers to obtain prices and specifications.Minimize cost and maximize value in the procurement process by applying best/leading practices.Review quotes, purchase orders, and invoices to meet technical needs.Responsible for reports in POS and PLC systems.Ensure proper functioning of the information processing system and oversee necessary upgrades.Ensure computer equipment, hardware, and software are updated to meet organizational needs.Perform other duties as directed by management to support evolving organizational needs.Additional Responsibilities:Demonstrate professionalism, good judgment, and present a friendly, cooperative attitude.A master's degree in a relevant field is preferred.Ability to multitask, make quick decisions, adapt to change, and collaborate effectively in a fast-paced, team-oriented environment.Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.Must be punctual, maintain a professional appearance, and perform expected duties.Maintain a high level of confidentiality.Must perform all duties according to GWH safety procedures, maintain good housekeeping standards, and ensure all walkways are clear and free of clutter.Adheres to local, state, and federal laws and regulations.Minimum Qualifications:A bachelor's degree in computer science or related field is required; equivalent professional experience may be considered in lieu of a degree.Interpersonal skills such as telephony skills, communications skills, active listening, and customer care.A 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 is preferred.Strong organizational skills along with being detail-, task-, and goal-oriented.Must be available to work nights and weekends and perform after-hours support as required to meet business needs.This position requires travel to multiple locations daily. Must have reliable transportation to report to assigned work locations.Must be legally authorized to work in the United States without sponsorship for current or future employment.GWH does not offer visa sponsorship for employment purposes.Key Performance Indicators (KPI):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: Demonstrates strong writing and documentation skills.POS Deployment Success Rate: Successfully deploys production and POS terminals at store openings and events.Physical Requirements/Work Environment:Ability to sit, stand, bend, and reach.Ability to lift, push, and pull up to 25 lbs.Able to spend most working hours at a computer.