Job Summary:
We are seeking a skilled and service-oriented IT Systems Generalist to join our technology team. This role is responsible for delivering Tier 2 and above technical support across our organization, maintaining cloud and on-premises infrastructure, and driving IT projects from planning through implementation. The ideal candidate brings a blend of deep technical expertise, excellent communication skills, and a genuine passion for delivering outstanding user experiences. Experience in a restaurant or hospitality environment is a valued plus.
Essential Job Functions & Responsibilities:
Technical Support & Service Delivery
- Provide Tier 2 and higher helpdesk and desktop support for hardware, software, and connectivity issues across all locations
- Manage and resolve escalated support tickets with a strong focus on first-call resolution and user satisfaction
- Deliver exceptional customer service; communicate clearly with non-technical staff and leadership
- Perform remote support and system management using LogMeIn, Microsoft Intune, and NCR Command Center
Microsoft 365 & Cloud Administration
- Administer M365 services including SharePoint, OneDrive, Exchange Online, Entra ID (Azure AD), and Intune
- Configure and maintain user accounts, groups, permissions, and security policies within Entra ID
- Manage mobile device enrollment, compliance policies, and app deployment via Microsoft Intune
- Support Exchange Online mail flow, distribution lists, shared mailboxes, and anti-spam configurations
Endpoint & Server Management
- Support Windows OS environments from Windows 7 through current releases
- Administer Windows Server 2019 and above including roles, features, and Group Policy
- Build, image, and deploy workstations using Autopilot, Macrium Reflect, and Clonezilla
- Manage IT inventory including hardware assets, software licenses, and peripheral tracking
Backup & Disaster Recovery
- Administer backup solutions including VEEAM Backup & Replication and VEEAM Data Cloud
- Perform and validate backups using Macrium Reflect for endpoint and server workloads
- Monitor backup job health, resolve failures, and document recovery procedures
Networking & Connectivity
- Provide basic network administration and troubleshooting for LAN, WAN, and wireless environments
- Support Cisco, Meraki, and Ubiquiti network infrastructure (configuration, monitoring, and maintenance)
- Diagnose and resolve Wi-Fi performance and connectivity issues across multiple sites
Telephony & Mobile Devices
- Administer 8x8 VOIP telephony platform including user provisioning, call flows, and troubleshooting
- Manage and support Android and Apple mobile devices across the organization
Restaurant & Hospitality Systems
- Support POS systems including NCR Aloha, OneDine, and Ziosk across restaurant locations
- Administer and troubleshoot NCR Command Center for remote POS management
- Coordinate with vendors and operational teams to minimize POS-related downtime
Financial Systems Support
- Provide application support for Sage 100 and Sage Intacct accounting platforms
- Collaborate with Finance teams to resolve user issues, perform updates, and coordinate with Sage support
Project Management & Implementation
- Lead and support IT project implementations including hardware rollouts, system migrations, and new site deployments
- Develop project plans, timelines, and status reports; communicate progress to stakeholders
- Coordinate with vendors, contractors, and internal teams to deliver projects on time and within scope
- Maintain organized documentation including runbooks, SOPs, network diagrams, and asset records
Required Qualifications:
- 3+ years of experience in an IT support role at Tier 2 level or higher
- Strong customer service skills with the ability to communicate technical concepts to non-technical users
- Proficiency with Microsoft 365 administration: SharePoint, OneDrive, Exchange Online, Entra ID, and Intune
- Solid experience with Windows OS (Windows 7 and above) in a corporate environment
- Working knowledge of Windows Server 2019 and above
- Endpoint -security and cybersecurity fundamentals
- Experience with endpoint imaging tools: Autopilot, Macrium Reflect, and/or Clonezilla
- Hands-on experience with remote support and management tools (LogMeIn, Intune, NCR Command Center)
- Knowledge of POS systems including NCR Aloha, OneDine, and/or Ziosk
- Experience with Sage or Sage Intacct
- Experience managing VOIP telephony systems
- Proficiency supporting Android and Apple mobile devices
- Experience with backup solutions.
- Demonstrated IT project implementation experience
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- IT inventory management experience
Preferred Qualifications:
- Restaurant or hospitality industry IT experience strongly preferred
- Networking experience with Cisco, Meraki, and/or Ubiquiti equipment
- Familiarity with Hyper-V virtualization environments
- Knowledge of AI tools including Anthropic Claude and Microsoft Copilot
- Relevant certifications: CompTIA A+, Network+, Microsoft certifications (MD-102, MS-102), or equivalent
- Experience with ITIL frameworks or structured ticketing environments
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
- Primarily office-based with regular visits to restaurant locations and remote work as applicable
- Ability to lift and move IT equipment up to 50 lbs
- Occasional evening or weekend availability may be required during system upgrades, outages, or new site openings
- Availability needed for on-call rotation in the evenings and on weekends.
- Must be able to work effectively in fast-paced, multi-site environments
