IT Support and ERP Specialist

The IT Support & ERP Specialist serves as the essential link between technical system development and daily business operations. This role is responsible for maintaining high levels of user satisfaction through responsive Tier 1 and 2 support while acting as the primary quality assurance lead for Prophet 21 (P21) configuration. By managing the helpdesk queue and systematically testing system changes in a play environment, this position ensures that IT initiatives are implemented accurately and that the department remains focused on strategic growth. Duties & Responsibilities: Helpdesk Management: Serve as the first point of contact for all Zendesk tickets. Provide patient, methodical troubleshooting for hardware, software (Epicor Prophet 21, Adobe PDF, Microsoft Office, Microsoft Exchange, 3CX, etc.), and peripheral issues (workstations, printers, copiers, telephones, RF scanners, and mobile devices) Process Documentation: Develop and maintain a comprehensive library of Standard Operating Procedures (SOPs) for IT and P21 workflows. Ensuring that technical solutions are translated into clear, step-by-step guides for end users. User Training & Onboarding: Provision new workstations, ensuring configuration for use and conduct training for new hires on IT security policies and basic ERP navigation. Act as a resource for existing staff for training and increasing effective system and software utilization. ERP Configuration and Testing: Working with the team to assist in system configuration to ensure system settings align with business needs and goals. Co-ordinate testing across multiple departments to ensure updates and edits are go-live ready prior to rollout in the production environment. E-commerce Support: Assist in the development, testing, and implementation of e-commerce integrations. Culture and Collaboration: Actively contribute to and uphold the company culture by fostering a positive, service-oriented, and collaborative work environment. Required Skills & Abilities: Excellent verbal and written communication skills with a strong customer service and “patient teacher” mindset. Keen analytical skills with an exacting attention to detail and a preference for structured, rule-based work. Excellent interpersonal, negotiation, and conflict resolution skills. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Strong Organizational skills with a proven ability to manage a ticket queue without sacrificing accuracy Ability to act with integrity, professionalism, and confidentiality. Proficiency with or the ability to quickly master the company’s ERP system (Epicor Prophet 21) and VoIP system (3CX). Proficiency in troubleshooting and supporting Microsoft Exchange/Office 365, Microsoft OneDrive, Adobe PDF software, and general office technology tools. Ability to read and understand basic SQL queries Familiarity with Microsoft Server 2016-2022, Active Directory, and group policy management. Education & Experience: An associate’s degree or equivalent in Information Technology or a related field is required. 2+ years of experience in technical support, helpdesk, or ERP support and administration. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 50 pounds at times. Must be able to access and navigate each department at the organization's facilities. #J-18808-Ljbffr