Computer & Systems Support Specialist

Job Description

Job DescriptionPOSITION SUMMARY
The IT & ERP Support Specialist serves as the companies hands-on technology support resource,
responsible for providing reliable day-to-day IT and end-user support while supporting the
organization's ERP systems and upcoming integration initiatives. This role bridges the gap between
employees and the technology they rely on — spanning workstation and phone setup,
printer and connectivity troubleshooting, software and user access support, ERP troubleshooting,
system administration, and business application support. The position requires a technically
capable, service-oriented individual who is comfortable resolving everyday technology issues while
also applying hands-on ERP implementation and integration experience to support system
changes, data, testing, and process improvements across the organization.
POSITION RESPONSIBILITIES
IT & End-User Support
• Provide day-to-day hands-on technical support to employees across the organization.
• Troubleshoot hardware, software, workstation, printer, phone, peripheral, connectivity, and other
end-user technology issues.
• Set up computers, phones, peripherals, software, and user accounts for new hires and
employees changing positions.
• Install, configure, update, and troubleshoot hardware and software; assist with Microsoft 365,
Windows, applications, and connectivity issues.
• Assist with user access, passwords, permissions, and account-related issues.
• Provide responsive, professional customer service; document support issues and recurring
problems.
• Escalate issues to outside IT providers or vendors when necessary; assist with hardware
replacements, equipment inventory, and technology upgrades.
ERP Support
• Provide day-to-day support for the company's ERP system and related business applications.
• Troubleshoot ERP functionality, user access, data, reporting, workflow, and system-related
issues.
• Work with employees and department leaders across manufacturing, inventory, purchasing,
accounting, and customer service to identify practical solutions.
• Help maintain ERP data accuracy and master data, including inventory items, BOMs, pricing,
and customer/vendor information.
• Support data imports, exports, integrations, and reporting between the ERP and other business
systems.
ERP Implementation & Integration
• Participate in the company's upcoming ERP integration and related implementation activities,
applying prior hands-on ERP experience.
• Work with internal stakeholders, vendors, and consultants during implementation and
integration activities.
• Assist with requirements gathering, configuration, testing, data validation, and migration;
participate in user acceptance testing.
• Help coordinate and document system changes, user training, and communication related to
system changes.
• Help identify potential issues before and during implementation and communicate them to
stakeholders.
Business Systems & Process Improvement
• Work with employees and leaders to understand business needs and system-related
challenges.
• Identify opportunities to improve processes, reduce manual work, and increase system
efficiency; assist in evaluating new software and technology.
• Assist with system testing, upgrades, and enhancements; maintain documentation of
processes, configurations, and integrations.
Security & System Administration
• Assist with maintaining appropriate user access and permissions across business applications.
• Support basic system security practices, including account management, access controls, and
appropriate handling of company data.
• Help maintain IT equipment, system records, and technology inventory; escalate security or
infrastructure issues when appropriate.
Other Responsibilities
• Maintain confidentiality of company, employee, customer, and business information.
• Stay current with relevant IT, ERP, and business systems technology.
• Provide support across departments and locations as needed; perform other duties and special
projects as assigned.
REQUIRED QUALIFICATIONS
• Associate's Degree in Information Technology, Computer Science, Information Systems,
Business Analytics, or Data Science.
• 3–5 years of experience in an IT helpdesk or system support role.
• Hands-on experience participating in an ERP implementation, integration, conversion, or
major ERP system upgrade is required.
• Experience supporting or troubleshooting an ERP system or business application.
• Experience with ERP data migration, integrations, conversions, implementations, or major
upgrades.
• Experience with SQL, database queries, reporting tools, or data analysis.
• Experience providing direct end-user technical support, including troubleshooting computers,
workstations, printers, phones, software, peripherals, connectivity, and user-access issues.
• Experience setting up computers, phones, software, accounts, and technology for new hires or
existing employees.
• Strong problem-solving, troubleshooting, customer-service, and communication skills; ability to
explain technical issues to non-technical users.
• Ability to prioritize multiple support requests and project responsibilities with strong attention to
detail and commitment to data accuracy.
• Ability to work independently while collaborating effectively with employees, management,
vendors, consultants, and outside IT resources.
PREFERRED QUALIFICATIONS
• Experience with Sage 300, or other ERP platforms such as Sage X3, Microsoft Dynamics,
Epicor, Infor, NetSuite, SAP, Oracle, JD Edwards, Acumatica, SYSPRO, Plex, or similar.
• Experience supporting an ERP system in a manufacturing, distribution, or similar environment.
• Experience supporting manufacturing, inventory, purchasing, accounting, or order-management
processes, including ERP master data, BOMs, or production-related systems.
• Experience with Microsoft 365 and Windows environments.
• Bachelor's degree in Information Technology, Computer Science, Information Systems,
Business Analytics, Data Science, or a similar field.
Equivalent combination of education, training, certifications, and hands-on experience will be considered.
Core Competencies
IT & End-User Support • ERP Support • ERP Implementation & Integration • Hardware &
Software Troubleshooting • Systems Troubleshooting • Business Process Understanding • Data
Integrity & Accuracy • Problem Solving • User Support & Training • Customer Service •
Process Improvement • System Administration • Communication & Collaboration • Attention to
Detail
Decision-Making Authority