IT Systems Generalist

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