IT Systems Generalist

Red Robin•Allentown, PA

8d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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
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
Administer 8x8 VOIP telephony platform including user provisioning, call flows, and troubleshooting
Manage and support Android and Apple mobile devices across the organization
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
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
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