Systems Specialist Market

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.

• 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 elevate 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.
• Serve as a primary technical support resource for the Crunch Time platform and related store operations systems.
• Troubleshoot user access, configuration, reporting, data, integration, and system functionality issues within Crunch Time.
• 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 Crunch Time 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 Crunch Time/Teamworx initiatives or issues as needed.

• 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.

• 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 Crunch Time-related issues.
• Assess the severity and business impact of…