Store Systems & IT Support Engineer

PCC Community Markets • Seattle, WA

1d • $96,200 - $124,900 • Hybrid

About The Position

The Store Systems & IT Support Engineer is responsible for the support, administration, and continuous improvement of retail store systems and end-user technology across the organization. This hybrid role combines ownership of Point of Sale (POS) and retail technology platforms, advanced end-user support and escalation management, and leadership in incident response, system optimization, and technical initiatives. The role ensures high availability of revenue-critical systems while delivering excellent support experiences for store and corporate users. This position also serves as a technical leader and mentor, helping guide support operations and contributing to IT strategy and continuous improvement.

Requirements

• High school diploma or equivalent required
• 5+ years of experience in IT support, systems administration, or retail technology environments
• Experience supporting POS systems and retail technology environments
• Strong knowledge of: Payment processing systems and devices
• Strong knowledge of: Computer networking (LAN/Wi-Fi, telephony, VoIP)
• Strong knowledge of: Hardware troubleshooting and device management
• Strong knowledge of: Windows, Android, iOS and Mac OS endpoints
• Experience with mobile device management (MDM) platforms and systems (such as Microsoft Intune)
• Experience with template-based configuration management of hardware endpoints including development and support of operating system images
• Familiarity with database architecture and systems (such as Microsoft SQL Server)
• Experience with ITSM tools and ticketing systems
• Familiarity with ITIL practices
• Advanced troubleshooting and problem-solving skills
• Strong communication and interpersonal skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong customer service orientation
• Ability to explain technical concepts to non-technical users
• Valid driver’s license and ability to travel between locations
• Ability to participate in a 7 day a week on-call rotation
• Ability to lift 10–40 lbs and perform physical tasks as required

Nice To Haves

• Experience with POS systems (e.g., NCR, LOC, ECRS)
• Experience in retail grocery or hospitality environments
• Proven ability to engage with specialized technical teams (security, network infrastructure, application development) and communicate at an appropriate technical level.
• Understanding of cybersecurity standards and best practices (especially PCI-DSS)
• Experience mentoring or leading technical team members

Responsibilities

• Support, maintain, and optimize POS systems, payment platforms, and store technology
• Ensure reliable transaction processing and minimal downtime across all locations
• Manage configurations, updates, patching, and deployments of POS systems
• Support pricing, promotions, product catalog, and system data integrity
• Maintain and troubleshoot POS hardware (registers, scanners, printers, payment devices)
• Provide advanced technical support via phone, email, and ticketing systems
• Serve as an escalation point for complex technical issues
• Support a wide range of systems including endpoints, peripherals, POS hardware, and telephony
• Participate in on-call rotation for after-hours (24/7) and weekend support
• Deliver excellent customer service to internal and external stakeholders
• Manage and resolve incidents using ITSM tools and best practices
• Engage and escalate incidents and problems to third party vendors as needed
• Perform root cause analysis and implement long-term solutions
• Track and prioritize multiple incidents in a fast-paced environment
• Document all work and maintain accurate ticket records
• Support integrations between POS and enterprise systems (CRM, ERP, inventory, payment gateways)
• Collaborate across IT teams to deliver system enhancements and maintain application performance
• Ensure consistency and accuracy of data across platforms
• Coordinate with vendors, service providers, and payment processors
• Manage hardware lifecycle (inventory, repairs, replacement, disposal)
• Monitor vendor performance and escalate issues when necessary
• Train end users on systems, tools, and processes
• Develop and maintain knowledge base articles and documentation
• Mentor and guide junior team members and peers
• Support PCI compliance and secure payment system operations
• Adhere to organizational security policies and procedures
• Report and respond to suspected security incidents
• Identify trends and recommend system or process improvements
• Lead or contribute to technical initiatives and projects
• Research and recommend solutions to improve performance, reliability, and user experience
• Act as a liaison between IT, internal business teams, and vendors

Benefits

• Medical, dental, and vision plan
• Life Insurance, Short Term Disability, Long Term Disability, Parental Leave, Employee Assistance Program.
• Paid time off starting at 0.08 hours per hour worked, plus 6 paid holidays per year, and bereavement leave.
• 401(k) profit sharing contribution
• Discounted ORCA bus pass, PCC cooking classes discount, staff discount on in-store purchases, free PCC co-op membership, Flexible Spending Account with pre-tax savings on eligible health and child care expenses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED