IT Retail Systems Administrator

Goodwill Industries of Houston; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Goodwill Houston is seeking an Information Technology Retail Systems Administrator to support, deploy, and maintain POS and PLC hardware and software across stores. The role includes security, compliance, problem resolution, and collaboration with the IT team to ensure reliable systems.

The position requires handling access control, vendor coordination, documentation, and after-hours support to maintain operations across multiple locations.

Qualifications

• Bachelor's degree required or equivalent professional experience.
• 3+ years of IT and customer service experience.
• Strong knowledge of supporting POS and PLC retail systems.
• Experience with PCI compliance is preferred.

Responsibilities

• Manage and maintain POS and PLC systems including tablets, printers, and scanners.
• Provide customer support for POS and PLC hardware and peripherals.
• Control user access for associates (hiring, transfers, promotions, terminations).
• Maintain PCI DSS compliance and related documentation.
• Collaborate with IT Manager to ensure ready-to-deploy hardware and deployments.
• Provide after-hours support for systems and servers.
• Create documentation and maintain version control.

Skills

POS systems

Customer support

Networking basics

Documentation

Security awareness

Vendor coordination

Education

Bachelor's degree in CS or related

Tools

POS hardware

PLC hardware

Windows Server

SQL basics

Job description

Job Title: Information Technology Retail Systems Administrator

Department: Information Technology (IT)

Reports to: IT Manager

Status: Exempt

Mission Support

Goodwill Houston (GWH) is transforming lives by connecting people to opportunities that advance the future of work. Through education, training, and employment, we create pathways to success for individuals facing employment barriers. We empower people, strengthen families, and impact communities by addressing both immediate and future workforce needs. With the generous support of our donors and retail customers, we are changing lives through the power of work.

Position Summary

Supports and maintains all Point-of-Sale (POS) and product life cycle (PLC) hardware and peripherals. Provides system support services and similar needs as required. Identifies, researches, and resolves technical problems and performs tasks such as deploying and supporting POS and PLC operating systems, network, and security issues. Documents, tracks, and monitors the problem to resolution within the service level agreement standards.

Essential Duties and Responsibilities

• Responsible for managing, overseeing, and maintaining POS and PLC systems including local store tablets, printers, and scanners.
• Provide customer support for all POS and PLC hardware and peripherals.
• Manage POS and PLC user-level access for approved associates from new hire, transfers, promotions, demotions, and terminations.
• Responsible for the security of the POS and PLC systems
• Maintain GWH’s Payment Card Industry (PCI) Data Security Standards compliance as systems develop, change, and grow.
• Maintain documentation to support such compliance to make certain that customer, donor, and associate personal information is well protected.
• Manage POS and PLC hardware and peripherals emergency stock levels.
• Collaborate with the Information Technology Manager to ensure a sufficient level of ready-to-deploy POS and PLC hardware is available.
• Assist in the methodology for POS and PLC software and hardware deployments.
• Assist users with the use of standardized POS and PLC operating systems and applications.
• Escalate unresolved issues in accordance with the internal IT SLA and owns case to resolution.
• Escalate issues to leadership or outside vendors as appropriate.
• Recommend and drive process enhancements; identify common issues in systems and processes.
• Ability to communicate the status of work activities and issues with peers and management as they relate to projects and tasks.
• Attend in-service and related training as assigned by leadership.
• First point of contact for all support desk tickets and calls related to POS and PLC.
• Conduct internal audit reviews on all systems at regular intervals.
• Communicate with associates as required: keeping them informed of service request progress, impending changes, and agreed outages.
• Produce a detailed timeline for each application release and implement effective project control by monitoring the progress of the software release.
• Update and produce status reports as needed.
• Review all designs and unit test plans where applicable.
• Participate in all hardware and software evaluations and maintain vendor contracts.
• Represent the IT function at meetings throughout the organization.
• Perform liaison duties between users, operations, and programming personnel in the areas of systems design, modifications, or troubleshooting.
• Ensure that systems are being maintained by applying system updates or patches.
• Assist in the management of vendor relationships and service level agreements for networks, cloud computing, and Software as a Service (SaaS) systems.
• Provide after-hours support for systems and servers.
• Create documentation to support systems implementations and version control, and maintain documentation of all relevant specifications, systems, and procedures.
• Research, interview, and negotiate with suppliers to obtain prices and specifications.
• Minimize cost and maximize value in the procurement process by applying best/leading practices.
• Review quotes, purchase orders, and invoices to meet technical needs.
• Responsible for reports in POS and PLC systems.
• Ensure proper functioning of the information processing system and oversee necessary upgrades.
• Ensure computer equipment, hardware, and software are updated to meet organizational needs.
• Perform other duties as directed by management to support evolving organizational needs.

Additional Responsibilities

• Demonstrate professionalism, good judgment, and present a friendly, cooperative attitude.
• A master’s degree in a relevant field is preferred.
• Ability to multitask, make quick decisions, adapt to change, and collaborate effectively in a fast-paced, team-oriented environment.
• Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
• Must be punctual, maintain a professional appearance, and perform expected duties.
• Maintain a high level of confidentiality.
• Must perform all duties according to GWH safety procedures, maintain good housekeeping standards, and ensure all walkways are clear and free of clutter.
• Adheres to local, state, and federal laws and regulations.

Minimum Qualifications

• A bachelor’s degree in computer science or related field is required; equivalent professional experience may be considered in lieu of a degree.
• Interpersonal skills such as telephony skills, communications skills, active listening, and customer care.
• A minimum of three (3) years of IT and customer service experience.
• Strong knowledge in supporting POS and/or PLC retail systems.
• Experience with PCI compliance is preferred.
• Strong organizational skills along with being detail-, task-, and goal-oriented.
• Must be available to work nights and weekends and perform after-hours support as required to meet business needs.
• This position requires travel to multiple locations daily. Must have reliable transportation to report to assigned work locations
• Must be legally authorized to work in the United States without sponsorship for current or future employment. GWH does not offer visa sponsorship for employment purposes.

Key Performance Indicators (KPI)

• System Uptime: Ensure systems are operational and available.
• Patch Updates: Ensure system firmware is updated in a timely manner.
• Ticket Resolution Time: On-time resolution of support requests.
• Project Deadlines: Complete assigned projects on time.
• Written Communication: Demonstrates strong writing and documentation skills.
• POS Deployment Success Rate: Successfully deploys production and POS terminals at store openings and events.

Physical Requirements/Work Environment

• Ability to sit, stand, bend, and reach.
• Ability to lift, push, and pull up to 25 lbs.
• Able to spend most working hours at a computer.