IT & ERP Support Specialist

Job Description

Job DescriptionThe IT & ERP Support Specialist serves as hands-on technology support resource,responsible for providing reliable day-to-day IT and end-user support while supporting theorganization's ERP systems and upcoming integration initiatives. This role bridges the gap betweenemployees 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 technicallycapable, service-oriented individual who is comfortable resolving everyday technology issues whilealso applying hands-on ERP implementation and integration experience to support systemchanges, data, testing, and process improvements across the organization.POSITION RESPONSIBILITIESIT & 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 otherend-user technology issues.• Set up computers, phones, peripherals, software, and user accounts for new hires andemployees 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 recurringproblems.• Escalate issues to outside IT providers or vendors when necessary; assist with hardwarereplacements, 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-relatedissues.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 businesssystems.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 andintegration 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 tosystem changes.• Help identify potential issues before and during implementation and communicate them tostakeholders.Business Systems & Process Improvement• Work with employees and leaders to understand business needs and system-relatedchallenges.• Identify opportunities to improve processes, reduce manual work, and increase systemefficiency; assist in evaluating new software and technology.• Assist with system testing, upgrades, and enhancements; maintain documentation ofprocesses, 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, andappropriate handling of company data.• Help maintain IT equipment, system records, and technology inventory; escalate security orinfrastructure 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 specialprojects 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, ormajor ERP system upgrade is required.• Experience supporting or troubleshooting an ERP system or business application.• Experience with ERP data migration, integrations, conversions, implementations, or majorupgrades.• 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 orexisting employees.• Strong problem-solving, troubleshooting, customer-service, and communication skills; ability toexplain technical issues to non-technical users.• Ability to prioritize multiple support requests and project responsibilities with strong attention todetail and commitment to data accuracy.• Ability to work independently while collaborating effectively with employees, management,vendors, consultants, and outside IT resourcesPREFERRED 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-managementprocesses, 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 CompetenciesIT & End-User Support • ERP Support • ERP Implementation & Integration • Hardware &Software Troubleshooting • Systems Troubleshooting • Business Process Understanding • DataIntegrity & Accuracy • Problem Solving • User Support & Training • Customer Service •Process Improvement • System Administration • Communication & Collaboration • Attention toDetailDecision-Making AuthorityThe IT & ERP Support Specialist is responsible for evaluating technology needs, troubleshootingissues, researching solutions, and providing recommendations to improve IT operations and ERPfunctionality. While this position plays an important role in supporting technology initiatives andidentifying opportunities for improvement, all significant technology decisions, software purchases,system changes, ERP configurations, implementation activities, and capital expenditures mustreceive prior approval from the CEO or CFO before proceeding.This position is expected to collaborate with leadership by presenting findings, recommendations,and implementation plans, but does not have independent authority to commit the Company totechnology, operational, or financial decisions.What We’re Looking ForThe successful candidate will move comfortably between everyday IT support and larger ERPinitiatives, as well as someone who can provide dependable day-to-day IT support while alsobringing real-world ERP implementation and integration experience to the organization.