Systems Specialist

Job description

At Philz, technology plays an important role in keeping our teams connected and our stores running smoothly. We’re looking for a **Systems Specialist** who combines strong technical troubleshooting skills with a service mindset to provide reliable, responsive support across our home office, roasting plant, and retail locations. In this role, you’ll be a key point of contact for day-to-day technology needs—triaging and resolving issues, supporting system administration and configuration, coordinating escalations, and identifying ways to make IT support more effective and reliable. Because our stores open early in Illinois and California, this role is scheduled **Thursday through Monday, generally from 3:00 AM to 12:00 PM Pacific Time**, with additional flexibility needed to support evenings, weekends, holidays, or other business needs when necessary. ***This role is currently remote and must be based within the Greater Los Angeles area. Our teams will return to a hybrid office environment in late 2026.*** **WHAT YOU’LL DO** #### **Help Desk and Technical Support** - Provide timely technical support to corporate and retail team members through the IT help desk, including troubleshooting hardware, software, network connectivity, account access, and peripheral equipment issues. - Independently evaluate support requests, identify root causes, determine appropriate solutions, and escalate complex or business-critical issues when needed. - Manage assigned support tickets from initial intake through resolution, ensuring accurate documentation, timely communication, and adherence to established service expectations. - Provide remote support to retail locations and coordinate onsite support, equipment replacement, or vendor assistance when remote resolution is not possible. - Identify recurring technical issues and recommend solutions that improve system reliability and reduce future support needs. - Create and maintain user-facing support documentation, troubleshooting guides, and internal knowledge base resources. #### **CrunchTime Systems Support** - Serve as a primary technical support resource for the CrunchTime platform and related store operations systems. - Troubleshoot user access, configuration, reporting, data, integration, and system functionality issues within CrunchTime. - Manage user accounts, permissions, system settings, and other administrative functions in accordance with company access and security standards. - Partner with Operations, Finance, Supply Chain, and other stakeholders to understand system issues and determine appropriate resolutions. - Coordinate with CrunchTime and other external vendors to escalate issues, test solutions, and track open items through completion. - Support system updates, enhancements, testing, implementation activities, and user communications. - Monitor recurring issues and system usage trends and recommend configuration, training, or process improvements. - Assist with other CrunchTime/Teamworx initiatives or issues as needed. #### **Systems Administration and Continuous Improvement** - 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. #### **Retail Operations and After-Hours Support** - 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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