IT Support & Business Systems Analyst

Job Description

Job Description

Goliath is an international manufacturer and distributor of toys and games, operating in 15 countries and reaching over 100 countries worldwide. At the heart of our business is a belief in great products and the magic of innovation. Our mission is to bring fun to every household, which we achieve through teamwork and clever collaboration.

Position Summary

We are seeking an IT Support & Business Systems Analyst to provide technical support and business application administration for our North American operations. This position is responsible for supporting Microsoft 365, Microsoft Business Central, end-user hardware and software, and business applications while delivering outstanding customer service to internal employees.

This role supports local users while also providing remote support to additional North American offices. The position will also occasionally assist the global IT and Business Central teams with projects, system enhancements, and support activities. The successful candidate will be comfortable working in a fast-paced environment, managing multiple priorities, troubleshooting a wide variety of technical issues, and assisting with ongoing ERP and business application projects. Occasional after-hours or weekend support may be required to accommodate system maintenance, software deployments, project implementations, or business-critical issues.

End User Support

• Serve as primary IT support for employees across multiple North American offices.
• Troubleshoot hardware, software, networking, printing, and application issues.
• Configure, deploy, and maintain Windows desktops, laptops, and Apple Mac devices.
• Install, configure, and update software applications.
• Diagnose and resolve issues remotely and on-site.
• Prioritize incoming support requests based on business impact.
• Maintain accurate documentation of support activities and procedures.

General IT Administration

• Provision and deprovision user accounts and devices.
• Deploy, configure, and maintain workstations, laptops, and peripherals.
• Maintain hardware and software inventory.
• Create and maintain technical documentation and user guides.
• Coordinate with vendors and global IT teams as needed.

Microsoft 365 Administration

• Administer and support the Microsoft 365 environment, including Exchange Online, SharePoint Online, OneDrive, Microsoft Teams, and Microsoft Entra ID.
• Provision and maintain user accounts and access to Microsoft 365 services.
• Troubleshoot Microsoft 365, Microsoft Teams, email, collaboration, and cloud-based productivity tools.
• Support Microsoft 365 security and identity management in accordance with company policies.

Microsoft Business Central

• Provide first-line support for Microsoft Dynamics 365 Business Central (SaaS).
• Assist users with day-to-day Business Central questions and troubleshoot application issues.
• Perform recurring Business Central administrative tasks and support routine operational processes.
• Assist with testing, documentation, and user acceptance activities for system enhancements.
• Collaborate with the global Business Central team on projects, change requests, and deployments.
• Escalate complex application issues to the appropriate internal or external resources.

Additional Responsibilities

• Assist with IT projects and continuous process improvements.
• Assist with data analysis and reporting using Microsoft Excel and Jet Reports.
• Identify opportunities to improve business processes and user productivity.
• Perform other IT-related duties as assigned.

Requirements

• 3–5 years of experience in an IT support or systems support role.
• Experience administering Microsoft 365, including Exchange Online, SharePoint Online, OneDrive, Microsoft Teams, and Microsoft Entra ID.
• Experience supporting Microsoft Dynamics 365 Business Central (SaaS).
• Understanding of ERP-driven business processes, including sales order processing, purchasing, inventory management, warehouse operations, shipping, invoicing, and EDI transactions within a wholesale distribution, consumer products, or supply chain environment.
• Strong troubleshooting skills for Windows and macOS hardware and software.
• Solid understanding of networking fundamentals.
• Intermediate to advanced Microsoft Excel skills.
• Excellent analytical, problem-solving, and customer service skills.
• Ability to prioritize multiple support requests while maintaining a high level of customer service.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience with TrueCommerce and/or Electronic Data Interchange (EDI).
• Experience with Fishbowl.
• Experience with QuickBooks administration.
• Experience with Jet Reports.
• Experience with data analysis and reporting.
• Experience supporting Microsoft Dynamics 365 Business Central and/or EDI workflows.
• Microsoft certifications or equivalent technical training.

Desired Personal Attributes

• Customer-focused with a positive, service-oriented attitude.
• Patient, professional, and approachable when assisting end users.
• Strong organizational and time management skills.
• Able to adapt to changing priorities in a fast-paced environment.
• Self-motivated with the ability to work independently and collaboratively.
• Detail-oriented with a commitment to accuracy and follow-through.
• Eager to learn new technologies and business applications.

Education

Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.

Relevant Microsoft certifications are considered an asset.

Benefits

• 401(k) with company matching
• Health, dental, and vision insurance to keep you covered
• Life insurance
• Flexible spending and health savings accounts to manage your healthcare costs
• Paid time off to recharge when you need it
• Join a fun, dynamic and creative industry—working with toys and games brings its own rewards