IT & ERP Support Specialist

Job Description

Job Description

The 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 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

The IT & ERP Support Specialist is responsible for evaluating technology needs, troubleshooting

issues, researching solutions, and providing recommendations to improve IT operations and ERP

functionality. While this position plays an important role in supporting technology initiatives and

identifying opportunities for improvement, all significant technology decisions, software purchases,

system changes, ERP configurations, implementation activities, and capital expenditures must

receive 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 to

technology, operational, or financial decisions.

What We’re Looking For

The successful candidate will move comfortably between everyday IT support and larger ERP

initiatives, as well as someone who can provide dependable day-to-day IT support while also

bringing real-world ERP implementation and integration experience to the organization.