Store Systems & IT Support Engineer

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
• 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. 

If you’re a people person, you’re a PCC person. Maybe it’s our co-op roots, or maybe it’s our Northwest nature, but we embrace stewardship and take action because we care. As one of the most trusted grocers in Seattle, we foster high standards and look to our staff members to build trust by acting with integrity — toward our members and shoppers, and toward each other.

PCC is committed to fostering, cultivating and preserving a culture of diversity and inclusion. We value all the individual differences, life experiences, knowledge, self-expression, unique capabilities and talent that our staff members invest in their work, stores and communities. Valuing diversity is a significant part of our culture, our values and PCC’s success.

PCC provides equal employment opportunities to all staff members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Store Systems (POS) Ownership 

• 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)

 End-User Support & Service Delivery 

• 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 

Incident, Problem, and Change Management 

• 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  

Systems Integration & Application Support 

• 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 

Vendor & Asset Management 

• Coordinate with vendors, service providers, and payment processors  
• Manage hardware lifecycle (inventory, repairs, replacement, disposal)  
• Monitor vendor performance and escalate issues when necessary 

Training, Documentation & Knowledge Management 

• Train end users on systems, tools, and processes  
• Develop and maintain knowledge base articles and documentation  
• Mentor and guide junior team members and peers 

Security & Compliance 

• Support PCI compliance and secure payment system operations 
• Adhere to organizational security policies and procedures  
• Report and respond to suspected security incidents 

Continuous Improvement & Technical Leadership 

• 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 

This position works consistently at a light physical work level and may be asked to work on occasion at a medium or heavy physical work level when supporting stores or other offsite events. Frequently required to sit, walk, reach, and grasp. Occasionally required to be on feet with a mix of standing and walking throughout shift.

Required Qualifications

• 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 
  • Computer networking (LAN/Wi-Fi, telephony, VoIP)  
  • Hardware troubleshooting and device management 
  • 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  

Desired Qualifications

• 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 

• Keep yourself and your family healthy. Medical, dental, and vision plan
• Care for yourself and loved ones. Life Insurance, Short Term Disability, Long Term Disability, Parental Leave, Employee Assistance Program.
• Take time off. Paid time off starting at 0.08 hours per hour worked, plus 6 paid holidays per year, and bereavement leave.
• Save for your future. 401(k) profit sharing contribution
• Save on expenses. 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.
• Learn more at https://www.pccmarkets.com/about/jobs/benefits/

This job description is not meant to be an all-inclusive list of duties, responsibilities, and requirements, but constitutes a general definition of the position’s scope and function within our company. PCC Community Markets reserves the right to amend and change duties, responsibilities, and requirements to meet the changing industry or business needs as necessary.

Work occurs in an office, a variety of off-site environments and in a grocery store environment which includes surfaces that can be wet and slippery, moderate noise level, and temperature extremes in controlled environments in the cooler and freezer, and depending on location, working outside in all temperatures. There may be exposure to certain allergens and / or chemicals. In accordance with the Americans with Disabilities Act, the ADA Amendments Act of 2008, and other applicable state or local law, we will provide reasonable accommodations to qualified applicants and employees with disabilities.