IT Support Specialist

Federal Applicant Rights - English

Federal Applicant Rights - Spanish

Essential Responsibilities

• Provides day-to-day support to end-users on enterprise applications, addresses issues, and ensures optimal system utilization.
• Gathers and analyzes business requirements aligning with key stakeholders.
• Translates business needs into functional specifications that align with system capabilities.
• Collects data, observes workflows, and monitors system activity to identify vulnerabilities or areas of improvement
• Implements and maintains system integrations to ensure seamless data flow across different modules.
• Identifies opportunities for process improvement and efficiency gains within systems applications.
• Collaborates with business units to streamline workflows and enhances overall system performance.
• Works with users to identify system requirements; develops processing procedures and systems modifications to meet these specifications.
• Develops and delivers training programs to enhance user proficiency and promote best practices.
• Conducts thorough testing of systems solutions to ensure accuracy and reliability.
• Collaborates with colleagues at parent company to resolve any identified issues and ensure system integrity.
• Creates and maintains comprehensive documentation for configurations, customizations, and processes.
• Keeps documentation up to date with changes and enhancements to all system applications.
• Develops, maintains, and ensures adherence to company’s IT standards and policies; ensures IT policies and procedures are documented, current and accurate.

Back-up Responsibilities

• Assists director, as necessary, with disaster recovery planning and implementation.
• Supports personal computers, peripheral equipment, networks, communications equipment and provides support for users' software and hardware needs; provides first level support on daily routine issues and troubleshooting related to these areas.

Supervisory Responsibility: This position is an individual contributor and has no direct supervisory responsibility.

Work Environment: This position offers flexibility for some remote work and is therefore classified as hybrid. It operates in a professional office environment that utilizes equipment, machines, and business tools typical of such an environment. Please refer to Erbe’s remote work policy for more details.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time and is frequently required to lift and/or carry up to 20 pounds; occasionally, the employee is required to lift up to 50 pounds. For more information, please refer to the Position Analysis/Physical Activities Checklist on file in Human Resources.

Position Type and Expected Hours of Work: This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel: This position may require occasional travel. Travel is no more than 10%.

Required Education and Experience

• Bachelor’s degree in information technology or other computer-related field required.
• 3-5 years’ experience in an information systems field required; experience in a medical device or other medical company strongly preferred.

Position Requirements

• Excellent verbal and written communication skills are required.
• Strong interpersonal skills required with the proven ability to collaborate in a team environment that are cross-functional in nature.
• Significant experience with Microsoft and/or Apple operating systems and applications such as the Microsoft Office Suite required.
• Experience with JD Edwards and Microsoft Dynamics preferred; advanced training/certifications in either or both applications strongly preferred.
• Must possess strong understanding of ERP systems and integration principles.
• Must possess strong problem-solving skills and be detail oriented.
• Candidates must be highly organized and able to meet deadlines.
• High quality customer service skills (including end-user empathy) are essential as is the ability to provide instruction over the telephone.

Competencies
• Problem Solving/Analysis.
• Results Driven.
• Software Expertise.
• Detail Orientation.
• Customer Focus.
• Technical Capacity.
• End-user empathy.
• Communication Proficiency.

Additional Eligibility Qualifications: None required for this position.

Work Authorization/Security Clearance: Employees must be legally authorized to work in the United States. Employees must not be specifically barred from working with Federal contracts, government entities or otherwise listed on excluded parties list as maintained by the Federal government.

AAP/EEO Statement: Erbe employees and applicants for employment are protected by federal laws, Presidential Executive Orders, and state and local laws designed to protect employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service or other non-merit-based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.
 
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At-Will Employment: This position description does not constitute a contract or guarantee employment for any specified time. The company may exercise its employment-at-will rights at any time.