Job Description
Primary Purpose of the Role
The IT Systems Support role is responsible for providing day-to-day technical support, managing workstations and business applications, and maintaining key IT systems throughout the organization. This role focuses on delivering high-quality service desk support to employees, ensuring reliable system performance, and assisting with the administration of NetSuite, warehouse management software, and other critical business applications.
Essential Duties and Responsibilities
- Serve as the primary contact for IT support tickets, delivering professional, customer-focused technical assistance to employees and customers.
- Troubleshoot and resolve hardware, software, and network issues, ensuring timely and accurate resolutions.
- Administer Microsoft 365 services including Teams, SharePoint, OneDrive, Exchange, and Office applications.
- Manage new hire onboarding from an IT perspective, including workstation setup, Windows installation, account provisioning, phones, and software configuration.
- Assist with administration of NetSuite and warehouse management software, including user support, permissions, and troubleshooting.
- Configure and support endpoint management tools such as Intune, security tools, and backup solutions.
- Maintain IT asset inventory, including hardware tracking, lifecycle management, and replacement planning.
- Support IT infrastructure across on-prem and cloud environments including servers, networking hardware, and critical systems.
- Test and validate system changes, updates, and patches prior to deployment.
- Maintain detailed documentation of systems, procedures, configurations, troubleshooting steps, and business processes.
- Ensure IT security practices are followed, including access control and data protection.
- Provide occasional after-hours or on-call support for emergency issues.
- Collaborate with cross-functional teams to understand technology needs and support business operations.
- Assist in office space planning and device deployment for new workspaces.
Required Knowledge, Skills, and Abilities
- Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
- Minimum of 3 years in IT support, help desk, or system administration roles.
- Strong troubleshooting, analytical, and problem-solving skills with a customer-first mindset.
- Experience administering Microsoft 365 and managing desktop systems in a Windows environment.
- Familiarity with ITIL/ITSM processes and ticketing systems.
- Exposure to NetSuite or other ERP solutions required; warehouse management software experience strongly preferred.
- Ability to handle multiple priorities in a fast-paced environment.
- Excellent communication, documentation, and organizational skills.
- Experience with Intune, LastPass, or similar enterprise tools is a plus.
- Ability to work independently or collaboratively as part of a team.
Working Conditions
- Standard office environment with occasional time in warehouse or production areas as needed.
- May require after-hours or weekend work for system maintenance or urgent issues.
- Must be able to lift up to 50 lbs and perform physical tasks such as bending, standing, or extended sitting.