IT System Specialist

Job Description

Job Summary:

The IT Systems Specialist is responsible for the analysis, configuration, administration, and support of Lucchese's endpoint, identity, and cloud infrastructure across corporate and retail locations. Operating within a lean, high-ownership IT team supporting 770 employees across 35 locations, this role requires broad technical systems expertise and the exercise of independent judgment to diagnose complex environments, configure enterprise platforms, and deliver reliable technology operations that enable the company's digital transformation strategy.

Scope of job:

This role delivers endpoint administration, identity management, enterprise application support, retail technology deployment, and cybersecurity operations support across Lucchese's corporate and store footprint. The IT Systems Specialist exercises independent judgment in selecting and implementing technical solutions — not executing routine, scripted tasks. The primary duty of this position involves applying systems analysis techniques, configuring enterprise platforms, and evaluating technical approaches based on knowledge of systems and user needs.

Duties/Responsibilities:

Endpoint & Device Administration

Administer and configure employee endpoints using Jump Cloud MDM — enroll devices, apply and evaluate security policies, manage macOS and Windows configurations, and enforce hardware standards across all locations.

Determine appropriate device policy configurations based on role, location, and security requirements; evaluate policy effectiveness and adjust as environment evolves.

Maintain the device asset register, manage the 3-year hardware refresh cycle, and coordinate hardware procurement per IT standards.

Image, configure, and deploy laptops, desktops, and peripherals for new hires, moves, and refreshes.

Identity & Access Management

Manage the full user lifecycle in Microsoft Azure Active Directory (Entra ID) and Microsoft 365: provision and deprovision accounts, assign and audit licenses, configure conditional access policies, and manage group membership and permissions.

Coordinate with HR and ADP-driven onboarding/offboarding automation via Electric.ai to ensure timely access provisioning and termination across all platforms.

Manage user accounts, permissions, and access requests; enforce least-privilege access principles and document access changes per policy.

Conduct periodic access reviews and flag anomalies to IT leadership.

Enterprise Application Support

Serve as first-line technical support for enterprise platforms including Microsoft 365, Salesforce CRM, NetSuite ERP, Teamwork Commerce POS, and Adobe applications.

Analyze, troubleshoot, and resolve complex issues across the application stack, exercising independent judgment to determine root cause and evaluate solution options.

Triage and route application issues beyond first-line scope to the appropriate vendor or implementation team, tracking and documenting resolution.

Assist with user onboarding and training as new business applications roll out through the digital transformation roadmap.

Retail & Store Technology Deployment

Configure and deploy the standard store IT kit at new retail locations, including Teamwork Commerce POS terminals, cloud-managed Wi-Fi (Ubiquiti), Verkada security cameras, and Azure AD / Jump Cloud SSO integration.

Evaluate site-specific technical conditions and document configuration decisions for each deployment; target sub-one-business-day deployment per new location standard.

Provide on-site and remote connectivity and device support for store locations; coordinate with store staff to minimize downtime.

Perform moves, adds, and changes (MACs) and provide operational support for conference room and telephony systems.

Network, Printing & Connectivity

Install and configure network devices and peripherals; troubleshoot LAN/WAN connectivity issues (duplex mismatches, duplicate IPs, DHCP/DNS, VPN, proxy configuration).

Perform basic connectivity assessments and escalate infrastructure-level issues with documented findings.

Support Wi-Fi configuration and network access control across store and corporate locations.

Documentation & Process Development

Author and maintain IT runbooks, onboarding/offboarding procedures, system configuration standards, and troubleshooting guides — this role develops and improves procedures, not merely executes existing ones.

Utilize and maintain the ticketing system with clear, timely documentation; meet operational SLA targets.

Advise users on methods and best practices to resolve and prevent recurring issues.

Security & Compliance

Monitor and respond to Arctic Wolf MDR security alerts: perform initial triage, analyze security events, contain affected endpoints, and escalate with documented findings.

Enforce patch compliance and security baseline standards on all end-user devices; support NIST CSF 2.0 framework implementation.

Assist users with phishing report handling and basic security awareness questions; escalate incidents per established procedures.

Support endpoint security agent health monitoring and follow remediation guidance from the security team.

Systems Integration Support

Assist in the administration, testing, and validation of system integrations across MuleSoft, Snowflake, and Salesforce as the digital transformation roadmap progresses.

Identify and document data flow issues; coordinate with vendors and IT leadership on resolution.

Demonstrate excellent support for project-based work as directed by IT management.

Competencies:

Customer Focus – Dedicated to meeting the expectations of all internal customers; treats every end user — from store associate to executive — with the same urgency and professionalism.

Functional / Technical Skills – Possesses the technical knowledge and systems expertise to do the job at a high level; applies endpoint administration, identity management, and application support skills independently.

Independent Judgment – Comfortable making technical decisions without a predefined script; evaluates options, selects the most appropriate approach, and documents rationale — defines the playbook rather than following one.

Problem Solving – Applies structured troubleshooting to isolate root cause efficiently; goes beyond symptomatic fixes to understand underlying system behavior and prevent recurrence.

Action Oriented – Acts with urgency and ownership; responds promptly, takes tickets to resolution, and keeps stakeholders informed throughout.

Adaptability – Thrives in a fast-moving environment where priorities shift and no two days are identical; adjusts approach as the technology stack and business needs evolve.

Listening – Practices attentive listening; asks clarifying questions to understand the user's issue fully before proposing a solution, and confirms resolution before closing.

Required Skills/Abilities:

2+ years of hands-on experience in IT systems administration, endpoint management, or enterprise technical support in a multi-site or multi-location environment.

Demonstrated experience with an MDM platform (JumpCloud, Microsoft Intune, Jamf, or equivalent) — device enrollment, policy configuration, and compliance reporting.

Working knowledge of Microsoft Azure Active Directory (Entra ID) and Microsoft 365 administration: user provisioning, license assignment, group management, and conditional access.

Proven ability to troubleshoot complex issues across hardware, operating systems (Windows 10/11, macOS), networking, and cloud applications independently.

Solid understanding of LAN/WAN networking fundamentals — TCP/IP, DHCP, DNS, VPN, Wi-Fi, duplex settings — and ability to diagnose connectivity issues at corporate and retail sites.

Experience supporting enterprise business applications (Salesforce, NetSuite, or similar SaaS platforms) at the first-line level.

Familiarity with IT security fundamentals: endpoint hardening, MFA enforcement, patch management, phishing response, and incident documentation.

Strong written communication skills — capable of authoring clear technical documentation, runbooks, and user-facing guides.

Excellent customer service skills; able to translate technical issues in plain language for store staff and executives alike.

Familiarity with ticketing systems and a track record of clear, timely documentation and SLA adherence.

Education, Experience, and/or Certifications:

Typically requires 2+ years of related experience in IT systems administration, endpoint management, or enterprise technical support — or an equivalent combination of education and experience demonstrating the required technical depth.

Associate's degree or higher in Information Technology, Computer Science, or a related field preferred. High School Diploma / GED required.

CompTIA A+ and Network+ certifications required or must be obtained within 6 months of hire.

Microsoft Certified: Modern Desktop Administrator Associate, MS-900, or AZ-900 preferred.

JumpCloud Administrator certification or equivalent MDM platform certification preferred.

Valid driver's license required for multi-site travel.

Preferred Qualifications:

Experience supporting retail point-of-sale systems (Teamwork Commerce, Lightspeed, or similar).

Familiarity with NIST Cybersecurity Framework (CSF) 2.0 or similar security standards.

Experience with Azure Automation, PowerShell scripting, or similar tools for IT workflow automation.

Exposure to system integration platforms (MuleSoft) or data platforms (Snowflake) in a support capacity.

Prior experience in a lean IT team (1–10 staff) supporting 500+ employees — demonstrates the breadth of ownership this role requires.

Experience in a luxury retail, omnichannel, or manufacturing environment is a plus.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift and carry up to 50 pounds and perform physical setup and relocation of IT equipment.

Ability to bend, kneel, reach, and work in telecommunications closets and under desks to access cabling and data drops.

Must be able to see, hear, and communicate effectively.

Travel: requires an initial full week on-site at Lucchese's El Paso/Dallas headquarters during onboarding, followed by periodic travel to retail store locations for deployments and on-site support (approximately 10–15% travel).