For twenty years, OnQ has been at the forefront of retail innovation. We're trusted by the world's biggest brands and retailers to help them curate meaningful engagement in-store and beyond. Our business is established and mature, but we're a startup at heart. We are a team that likes to have fun and be creative while meeting deadlines. If you are hungry, humble, results-driven, and enjoy working in a fast-paced, collaborative environment, we want to meet you! Job Description We are seeking a hands-on IT Coordinator/Systems Administrator to keep OnQ's systems running and our people productive. This role combines systems and SaaS administration with help desk support for approximately 100+ employees nationwide, and serves as the IT team's hands-on technical resource. This position will report to the IT Director. It is an individual contributor role with no direct reports.

Key Responsibilities:

Act as the first point of contact for IT support for approximately 100+ employees nationwide, through OnQ Work, calls, chats, and walk-ups Troubleshoot and resolve hardware, software, account, printing, and connectivity issues on Windows, Mac OS, iPad, Android, and BrightSign devices, and own escalated tickets through resolution Provide desk-side and remote support, including for executives and remote employees Set up, image, deploy and retire laptops, desktops, mobile devices, printers and peripherals Run new-hire onboarding and offboarding: create and disable accounts, assign equipment, and grant or revoke SaaS access on time Provide IT induction training to new hires Log all work in OnQ Work, meet response and resolution targets, and compile monthly issue resolution metrics for the IT Director's report to leadership Administer the cloud server environment and company email, including user accounts, groups, policies, and licensing Help implement, monitor, and review access to SaaS services, and train employees on access Manage endpoint patching, software deployment and configuration baselines across all company devices Maintain the Ubiquiti network (switches, wireless access points, gateways and VPN), including VLANs, firewall rules and IP addressing Identify and fix root causes of outages and incidents following agreed-upon change and release management processes Manage endpoint and network security, email filtering and multi-factor authentication; respond to alerts and user-reported phishing Support the IT Director in maintaining ongoing compliance in the Drata CMS for ISO 27001 and SOC 2 audits: keep IT controls passing, collect evidence, and close findings Run periodic user access reviews and enforce least-privilege access Manage backups, test restores, and maintain the disaster recovery runbook Maintain hardware and software inventory, warranty records and license compliance; plan refresh cycles and secure disposal of retired equipment Gather quotes and recommend hardware and software purchases to support IT budget planning Act as day-to-day contact for facilities and technology partners (i.e., Intech, Landlord, Spectrum, etc.) and manage vendor support cases through resolution Clearly communicate system changes before they occur, and support employees as they go through them Develop training materials and guidelines for users, and keep technical and SOP documentation up to date Support Converge Retail Installations as necessary Serve as hands-on technical lead on IT projects such as the Smartsheet phase-out, hardware refreshes, upgrades, and migrations Back up the IT Director on day-to-day technical decisions when the director is unavailable Act as an administrator for the following software services OnQ Work and OnQ Capacity (user and access administration) Salesforce ZoomInfo and list administration NetSuite Celigo Ubiquiti Others as they occur

Key Requirements:

5+ years of hands-on IT experience, including 2+ years administering cloud servers, directory services, and email, and 2+ years in help desk or desktop support Extensive hands-on experience supporting Windows, Mac OS, iPadOS, and Android devices Experience installing and configuring computer systems and applications Working knowledge of networking: TCP/IP, DNS, DHCP, VLANs, firewalls, VPN, and wireless Understanding of Information Security and the needs of annual audits

•prior use or knowledge of a security audit system like Drata CMS is a plus Experience with a ticketing system and with endpoint management, patching, and backup tools Excellent communicator

•able to explain system changes and requirements in an engaging way (easy to understand for even the least technical person) Ability to digest stakeholder needs, compare possible solutions, and summarize the options for the IT Director Able to balance interrupt-driven support with planned administration work, and stay calm and structured during outages Sound judgment with privileged access and confidential data

Key Attributes:

Exudes credibility & a helpful attitude Reliable, professional, and solutions-oriented Active listener Creative problem solver Self-Starter who works independently with minimal supervision Clear, consistent documentation habits Passion for IT Qualifications Associate or bachelor's degree in information technology, computer science, information systems, or a related field, or equivalent experience (two years of relevant IT experience per year of college) Ubiquiti networking and security experience preferred Administrator experience with Salesforce, NetSuite, ZoomInfo, or Celigo preferred CompTIA A+, Network+, Security+, ITIL 4 Foundation, or another networking or security certification preferred Scripting for automation (PowerShell or similar) is a plus Experience supporting a nationwide or remote workforce, or retail technology installations, is a plus Valid driver's license and reliable transportation Full-time position

•Akron, OH

•Ability to travel as required (up to approximately 15%) Working Conditions Office setting with regular time in network closets and end-user work areas Participates in a rotating after-hours on-call schedule, and responds to major incidents and scheduled maintenance outside business hours, including occasional evenings and weekends Extended periods of computer work; must be able to lift and carry equipment up to 50 pounds, bend, kneel and reach to install hardware and run cabling, and climb a ladder Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions OnQ is an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, genetic information, military or veteran status, or any other status protected by federal, state, or local law. This job description lists the general nature and level of work for the role. It is not an exhaustive list of all duties, and responsibilities may change with business needs. It does not create an employment contract.

Pay:

$77,000.00

•$99,000.00 per year

Work Location:

In person