IT Support Specialist - REMOTE

The IT & Business Systems Support Specialist provides technical support and business application administration for Clean Franchise Brands. This role supports corporate employees and franchise owners by troubleshooting technology issues, administering user accounts, maintaining cloud-based business systems, and assisting with reporting, automation, and technology projects. 

This is an excellent opportunity for someone early in their IT career who enjoys solving problems, helping users, and learning a broad range of business technologies. 

Duties and Responsibilities 

Technical Support & User Services 

• Provide first-level technical support for employees and franchise owners. 
• Troubleshoot Microsoft 365, Teams, Outlook, SharePoint, OneDrive, Zoom, and other business applications. 
• Resolve user account, authentication, application, and connectivity issues. 
• Escalate complex issues to vendors or senior IT staff as needed. 
• Create and maintain support documentation. 

Point-of-Sale (POS) & Franchise Technology Support 

• Support franchise owners using SPOT POS and related business systems. 
• Assist with store onboarding, system setup, software updates, and troubleshooting. 
• Help test and deploy new technology features and enhancements. 
• Maintain documentation and identify recurring issues for continuous improvement. 

Business Systems Administration 

• Manage user accounts, permissions, and licensing across Microsoft 365 and other cloud applications.  
• Support employee onboarding and offboarding. 
• Administer business applications including franchise management and customer engagement platforms. 
• Coordinate with third-party software vendors on support and issue resolution. 

Reporting & Analytics Support 

• Support Power BI reports and dashboards. 
• Assist with data validation and reporting requests. 
• Help maintain Power Automate workflows and identify opportunities to improve business processes. 
• Support website updates and other digital technology initiatives as needed. 

Website & Digital Platform Support 

• Create, maintain, and update franchise location microsites. 
• Support website content updates and digital platform maintenance. 
• Manage branded email account creation and updates. 
• Coordinate with marketing and external vendors on web-related initiatives. 
• Troubleshoot online forms, integrations, and content publishing issues. 

Franchisee & Vendor Support 

• Serve as a technology resource for franchise owners and store teams. 
• Assist franchisees with system access, application usage, and troubleshooting. 
• Coordinate with software providers and technology vendors to resolve issues. 
• Support technology rollouts, upgrades, and implementation projects across franchise locations. 

Preferred Experience: 

• Experience supporting Microsoft 365 environments including Outlook, Teams, SharePoint, and OneDrive. 
• Experience with SQL Server, Power BI reporting and dashboard support. 
• Experience with Power Automate and/or Power Apps preferred. 
• Experience supporting Point-of-Sale (POS) systems in a franchise, retail, multi-location, or distributed business environment preferred. 
• Strong troubleshooting, analytical, and problem-solving skills. 
• Excellent verbal and written communication skills. 
• Ability to manage multiple priorities in a fast-paced environment. 

Core Competencies: 

• Customer Focus – Delivers responsive, professional support while building positive relationships with employees, franchise owners, and vendors. 
• Technical Troubleshooting – Diagnoses issues methodically and develops effective solutions across hardware, software, and cloud-based applications. 
• Communication – Clearly explains technical concepts to both technical and non-technical audiences, verbally and in writing. 
• Problem Solving – Uses sound judgment and analytical thinking to resolve issues and improve processes. 
• Organization & Time Management – Effectively prioritizes multiple requests and manages competing deadlines in a fast-paced environment. 
• Adaptability & Learning Agility – Quickly learns new technologies, systems, and business processes while adapting to changing priorities. 
• Collaboration – Works effectively with team members, business stakeholders, franchise owners, and third-party vendors. 
• Attention to Detail – Maintains accuracy when managing user accounts, system configurations, documentation, and reporting. 
• Accountability – Takes ownership of assigned work, follows through on commitments, and delivers quality results. 
• Integrity & Confidentiality – Handles sensitive business and customer information with professionalism and discretion.

Perks & Quirks:

• Work from home with occasional in-person time.
• Remote position
• 401k
• Paid time off
• Health and Dental insurance
• Professional development support.
• Potential professional conference attendance.