IT Help Desk & ERP Technician

Description

The Help Desk and ERP Technician I provides first-level support for hardware, software, network connectivity, user accounts, enterprise applications, and NetSuite users across multiple locations. As a member of a lean IT team within a growing organization, this individual will work closely with business users and IT colleagues, take ownership of a wide range of technical needs, and contribute to improving systems, processes, and the overall employee technology experience. This position offers the opportunity to expand technical and ERP knowledge, gain exposure to a variety of projects, and grow into increased responsibilities as the organization and IT function continue to evolve.
 

Core Job Responsibilities:

• Provide first-level technical support for hardware, software, applications, user accounts, network connectivity, and general technology issues across multiple locations.
• Monitor the help desk queue, prioritize requests, maintain service-level expectations, and document all incidents and resolutions in the ticketing system.
• Configure, deploy, maintain, upgrade, image, and troubleshoot Windows computers, laptops, mobile devices, printers, scanners, phones, and other workplace technology.
• Troubleshoot wired and wireless connectivity, VPN access, TCP/IP, DNS, DHCP, and other common network-related issues.
• Support enterprise applications and services, including Microsoft applications, financial management systems, Adobe PDF tools, document management platforms, endpoint security, antivirus, and VoIP systems.
• Provide first-level NetSuite support, including troubleshooting, issue resolution, and assistance with navigation, transactions, reporting, permissions, and day-to-day business processes.
• Assist with NetSuite user administration, including account setup, onboarding and offboarding, access permissions, and security roles.
• Participate in testing system changes, enhancements, integrations, and configurations while documenting results, processes, known issues, and user instructions.
• Collaborate with business users, vendors, and the IT team to gather requirements, resolve ERP-related issues, improve workflows, and support ongoing system enhancements.
• Assist with technical projects, equipment inventory, employee training, data validation, reporting, saved searches, and continuous improvement of IT and ERP processes.

Requirements

• 2-5 years experience in IT Support, ERP support, or other related IT role.
• Experience supporting or using an ERP platform; NetSuite experience is preferred.
• Excellent customer service, communication, documentation, problem-solving, and collaboration skills.
• Bachelor’s degree in information technology, computer science, or a related field  preferred.
• Strong understanding of Microsoft Azure or another cloud computing environment.
• Strong understanding of networking concepts and protocols, including TCP/IP, DNS, DHCP, VPNs, wired networks, and wireless networks.

Strong working knowledge of Microsoft Windows, desktop hardware, enterprise applications, endpoint security, antivirus, device management, VoIP systems, and document management platforms, with the ability to lift, move, and install workstation equipment