IT Support Specialist

IT Support Specialist-Tier II

We are seeking an IT Support Specialist-Tier II to join our internal IT team and provide day-to-day technical support to our employees. This role is ideal for someone early in their IT career who enjoys problem-solving, helping others, and learning a business-focused technology environment.

The IT Support Specialist will handle a wide variety of first-level IT support tasks, ranging from basic desktop and login issues to operational questions within our ERP system. This position works closely with the IT Manager and serves as the primary point of contact for routine IT requests across the organization.

End-User Support

• Serve as the first point of contact for incoming IT support requests (tickets, email, walk-ups).
• Troubleshoot and resolve common issues such as:
• Login and password problems
• Printer and peripheral issues
• Basic hardware and workstation problems
• Application access issues
• Provide clear, friendly communication to users with varying technical skill levels.

ERP & Business Application Support

• Assist users with basic ERP system tasks, including:
• Troubleshooting order or transaction issues (e.g., frozen orders)
• Helping users access appropriate screens or modules
• Answering "how-to" questions and assisting with running standard reports
• Escalate more complex ERP issues to the IT Manager or appropriate internal resources.

IT Operations & Administration

• Create, modify, and disable user accounts and permissions under guidance from the IT Manager.
• Assist with onboarding and offboarding tasks (system access, equipment setup).
• Maintain basic documentation for common issues, procedures, and user guides.
• Track, prioritize, and document support requests using the company's ticketing or tracking process.
• Learn company systems, processes, and IT standards over time.
• Assist with projects or higher-level tasks as experience grows.
• Exposure to network, server, or infrastructure work may occur gradually based on interest and capability, but network management is not a primary responsibility of this role.

Required Qualifications:

• 1-3 years of experience in an IT support, help desk, or technical support role (or equivalent education/experience).
• Basic understanding of:
• Windows operating systems
• Microsoft Office / Microsoft 365
• Printers and common office hardware
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills with a customer-service mindset.
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.

Preferred Qualifications:

• Experience supporting an ERP system or other business applications.
• Familiarity with Active Directory, user permissions, or ticketing systems.
• Basic networking knowledge (helpful but not required).
• IT certifications (CompTIA A+, Network+, etc.) are a plus but are not required.