Systems Analyst

Description

Job Description

Retail Equipment Installation, is currently looking to add resources to support a team related to retail Hardware & Device lifecycle projects and provide remote troubleshooting/phone support. These analysts will contact stores with basic triage troubleshooting support and communicating with Store operations, Store managers, baristas, vendors, and cross functional teams related to HW, SW, and Network Wifi/Cabling/Access connectivity support. Providing strong communication of what they can support or what will be escalated and next steps. Strong follow up is required to ensure issues have been resolved. Many IT projects can disrupt store operations and this team will identify those incidents and take a deeper dive in understanding those underlying issues related to Hardware, Software, and Network connectivity issues. Working with Store Operations and Store employees to understand issues that are disrupting stores. Identifying events and potential root cause analysis to determine if issues are isolated or potential to impact other stores. Trying to a get ahead of issues before they escalate and learning trends and impact to proactively target chronic issues and calling stores for in-depth investigation. They are still working out ways to measure performance with metrics. The goal is to measure impact and cost savings, that could loss in sales or profits in operations.

Building a team that have specific strengths and emphasis related to Retail and POS HW, SW, and Network related troubleshooting experience. Subject matter experts that focus on HW troubleshooting, another focused on SW troubleshooting and a third focused on network troubleshooting or a combination of all three but strong emphasis in one of the categories. Utilizing individual strengths to cross train others on the team to make everyone well rounded.

Triaging issues, troubleshooting and working with vendors, hardware suppliers, and escalating issues with internal cross functional teams. Collaborating and following up with stores on status updates until incidents or issues are resolved. Making recommendations for resolution to reduce chronic issues happening to other stores. Following up on issues related to SLA requirements. Assist with processes and operational improvements.

Gathers and documents chaotic events impacting stores. Excellent customer service and responsiveness to solve problems (Triage & troubleshooting) and escalate issues with cross functional teams when necessary to propose solution options.

This work schedule is covering support of Starbucks Operations Monday - Friday 24 hours/day. We are looking for candidates open to working 4x10's with a schedule that lines up somewhere between 7pm-7am PST(there should be some flexibility on the candidate side to fit into required schedule slots)

Ideal candidates will have both Field support, Helpdesk experience in support capacity, and basic Network hardwire and Wi-Fi connectivity troubleshooting experience for this role. They will be using ServiceNow ticketing systems, so experience using this tool, would be extremely beneficial to hit the ground running. They will be Supporting Stores with installations via phone related to HW, SW, and Network issues.

Skills

Remote Troubleshooting, Root Cause Analysis, HW/Device Troubleshooting, Retail/QSR Industry Experience, Data Analysis, Project Coordination

Top Skills Details

Remote Troubleshooting,Root Cause Analysis,HW/Device Troubleshooting,Retail/QSR Industry Experience

Additional Skills & Qualifications

TECHNOLOGY SUPPORTING (They will train - but hopefully they meet the top 3 skills required - to adapt much faster to role)

• Supporting all the new stores IT Equipment installations
• Eliminating Wave registers, and moving towards HP RP9, HP EliotOne 800 Point of Sales (POS) registers.
• Printers: Epson TM-L90, Epson TM-88 III-VI, Bixolon SRP-300
• EMV: (chip readers/C.C. machine)
• Scanners: (Honeywell Genesis, Honeywell 7580 Gen6, Honeywell Xenon
• Pin Entry Device (PED): Veriphone VX820
• POS OS: Windows 10
• POS Retail SW: Oracle Simphony
• Store Production Controllers (SPC): HW -Dell Wyse Thin Client, HPE ProLient DL20 (Gen: 9,10)
• DriveThru equipment & peripherals: Drive Thru Display Order Screen (DOS), Kanex pro, El Gato, AT-91 Diagnostics device, balun & associated power supplies.
• Digital order manager (DOM) HW: Surface Pro 4, Aava Inari 10 Tablet.
• Network HW: Cisco Routers & Switches (Meraki's)
• Ticketing System: ServiceNow
• Deployment Software: Marimba 8.0 -SW distributor. (Scan POS, track, log and identify software installs)
• VNC - Virtual Network Connection - Remote tools for POS Endpoints.
• Splunk - SQL queries
• Jira, confluence, OneNote, Microsoft Teams, SharePoint - Technical documentation. Used as reference and as a KB (How to procedures, known issues, etc..)
• Microsoft Excel - used to track store installs (document daily tasks, installs, close-outs, etc..)
• Answering phones calls for adhoc cup labeler installations and cable runs
• Supporting all that in the initial job description and validating installations (adherence to Install Playbook Guidelines)

Experience Level

Intermediate Level

Job Type & LocationThis is a Contract position based out of Nashville, TN. Pay and BenefitsThe pay range for this position is $27.00 - $27.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits

available for this temporary role may include the following:

Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & LocationThis is a Contract position based out of Nashville, TN. Application DeadlineThis position is anticipated to close on Nov 13, 2026. Workplace TypeThis is a fully remote position.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.