IT Service Desk Analyst III - Escalation & ERP Support

Singer Equipment Company, Inc; Birmingham (AL); Híbrido; USD 52.000 - 80.000; Jornada completa

Descripción de la vacante

Singer Equipment Company is seeking an IT Support Specialist to serve as a mid-advanced escalation point within the Help Desk. The role supports IT operations, security, and ERP systems onsite at primary locations and travel as needed.

Candidates should have strong communication, customer service, and technical skills across Windows, Office 365, AD, VPN, and related tools. On-site presence is required at times.

Formación

• High school diploma or GED required.
• Experience with Office 365 and IT fundamentals.
• Good understanding of computer systems, mobile devices, and tech products.
• Proficient in English with strong communication skills.
• Willingness to work onsite and travel to locations as needed.

Responsabilidades

• Provide mid-advanced level IT support as escalation point in Help Desk.
• Assist with day-to-day IT operations, security, and infrastructure tasks.
• Support ERP systems and on-site hardware, printers, and endpoints.
• Manage user accounts and assist with onboarding/offboarding processes.
• Coordinate with Senior IT Manager for tasks and projects.

Conocimientos

Customer service mindset

Communication

Teamwork

English proficiency

Problem solving

Tech savvy

Interpersonal skills

On-site readiness

Educación

High school diploma or GED

ITIL Foundation Certification

Herramientas

Office 365

Azure Active Directory

Active Directory (On-Prem)

VPN (Cisco AnyConnect)

Citrix Workspace

OneDrive

Teams

ERP systems (Prelude, Sage, TRX, QuickBooks)

Windows Server

Network hardware (firewall, router, switch)

Printer devices (Zebra, office printers)

Field site support

Descripción del empleo

OVERVIEW:

The IT Support Specialist isa mid-advanced position that serves as a point of escalation within the Help Desk department. This position will be responsible for several IT processes and will require the necessary mid to advanced technical and interpersonal skills to provide strong technical support in many areas of IT operations. This will include day-to-day support, andstrong familiarity with IT Security and Infrastructure, In addition, this position should havethe necessary experience to provide standard ERP support. The position requires to beonsite at any of the primary warehouse/office locations or any other locations as deemed necessary. The position will be responsible for 1 to 2, IT processes, and be assigned tasks and or projects from time to time by the Senior IT Manager as needed.

Responsibilities and Skills Set:

TASK/SKILLS	PROFICIENCY LEVEL RANGE
CUSTOMER SERVICE – MINDSET	1 TO 3 – Advanced: Low, Mid, High
COMMUNICATION – ABILITY TO COMMUNICATE WELL AND PROFESSIONALLY	1 TO 3 – Advanced: Low, Mid, High
GOOD WORK ATTITUDE / ETHICS	1 TO 3 – Advanced: Low, Mid, High
WORKS WELL WITH OTHERS	1 TO 3 – Advanced: Low, Mid, High
COMPUTER HARDWARE – LAPTOPS / DESKTOP BREAK-FIX	1 TO 3 – Advanced: Low, Mid, High
MOBILE DEVICES (CELL PHONE, TABLETS)	1 TO 3 – Advanced: Low, Mid, High
WORKGROUP OFFICE PRINTER	1 TO 3 – Advanced: Low, Mid, High
ZEBRA PRINTERS	1 TO 3 – Advanced: Low, Mid, High
SCAN DEVICE (HANDHELD)	1 TO 3 – Advanced: Low, Mid, High
OFFICE 365 PRODUCTS (WORD, EXCEL, POWERPOINT)	1 TO 3 – Advanced: Low, Mid, High
OUTLOOK - MAILBOX	1 TO 3 – Advanced: Low, Mid, High
EXCHANGE – OUTLOOK ACCOUNT	1 TO 3 – Advanced: Low, Mid, High
TICKET SYSTEM	1 TO 3 – Advanced: Low, Mid, High
ASSET MANAGEMENT	1 TO 3 – Advanced: Low, Mid, High
AZURE ACTIVE DIRECTORY	1 TO 3 – Advanced: Low, Mid, High
ON-PREM ACTIVE DIRECTORY	1 TO 3 – Advanced: Low, Mid, High
ONBOARDING PROCESS	1 TO 3 – Advanced: Low, Mid, High
OFFBOARDING PROCESS	1 TO 3 – Advanced: Low, Mid, High
MULTIFACTOR SECURITY PRODUCT (DUO SECURITY)	1 TO 3 – Advanced: Low, Mid, High
VPN – CISCO ANYCONNECT	1 TO 3 – Advanced: Low, Mid, High
CITRIX - WORKSPACE	1 TO 3 – Advanced: Low, Mid, High
ONEDRIVE	1 TO 3 – Advanced: Low, Mid, High
TEAMS	1 TO 3 – Advanced: Low, Mid, High
REMOTE TOOLS	1 TO 3 – Advanced: Low, Mid, High
ERP SYSTEMS (PRELUDE, SAGE, TRX, QUICKBOOK)	1 TO 3 – Advanced: Low, Mid, High
WINDOWS SERVER	1 TO 3 – Advanced: Low, Mid, High
NETWORK FIREWALL	1 TO 3 – Advanced: Low, Mid, High
NETWORK ROUTER	1 TO 3 – Advanced: Low, Mid, High
NETWORK SWITCH	1 TO 3 – Advanced: Low, Mid, High
NETWORK PATCH PANEL / NETWORK PORT WALL JACK	1 TO 3 – Advanced: Low, Mid, High
ACCESS POINT (WIFI) DEVICE	1 TO 3 – Advanced: Low, Mid, High
FIELD TECHNICIAN – SITE TO SITE SUPPORT (TRAVEL)	1 TO 3 – Advanced: Low, Mid, High
USER ACCOUNT MANAGEMENT CLEARANCE	1 TO 3 – Advanced: Low, Mid, High
(2) TWO - IT SUPPORT PROCESS ASSIGNED (ONBOARDING, OFFBOARDING, ERP SYSTEMS)	1 TO 3 – Advanced: Low, Mid, High
KNOWLEDGE BASE ARTICLES	1 TO 3 – Advanced: Low, Mid, High
PROCESS AND PROCEDURE DOCUMENTATION	1 TO 3 – Advanced: Low, Mid, High

MINIMUM QUALIFICATIONS:

• High school diploma or GED
• Microsoft Office 365 experience
• Tech savvy with working knowledge of Microsoft Office products
• Good understanding of computer systems, mobile devices, and other tech products
• Proficiency in English
• Excellent communication and interpersonal skills
• Customer-oriented and cool-tempered
• May be required to work 1^st and or 2^nd work schedule
• Moderate physical activity that requires handling and or lifting objects up to 25 pounds
• Some traveling is required to the different locations
• Knowledge of PCI standard compliance requirements is a plus, not a must

ITIL Foundation Certification is a plus, not a must

Network Troubleshooting Experience

An extensive amount of experience in basic computer troubleshooting

Experience with Active Directory (Account Creation, password reset, OneDrive) A+ / Network + / Security+/MCSA / MCSE are a plus, but not required