IT Support & Systems Specialist

Position Summary

The IT Support & Systems Specialist is responsible for providing technical support, maintenance, troubleshooting, and administration of the company's information technology infrastructure and business systems across its facilities in Arkansas and Oklahoma. This includes computer networks, servers, workstations, printers, wireless access points, telecommunications, ERP systems, and related technology supporting office, manufacturing, warehouse, and other business operations.

Reporting to the IT / Systems Administrator, this position works closely with employees, department managers, other IT personnel, and outside technology providers to maintain reliable and secure technology systems, resolve technical issues, and support daily business operations.

The successful candidate will be a hands-on technology professional who demonstrates strong problem-solving abilities, initiative, accountability, and a commitment to customer service. The position requires the ability to work independently on assigned responsibilities while collaborating with the IT / Systems Administrator to maintain systems, prevent recurring problems, and implement technology improvements.

Essential Duties and Responsibilities

Network and Infrastructure Support

• Install, configure, maintain, and troubleshoot company networks, including switches, routers, firewalls, wireless access points, VPN connections, and internet connectivity.
• Monitor network performance, connectivity, and reliability to help minimize interruptions to business operations.
• Assist with maintaining network configurations, equipment inventories, and technical documentation.
• Support connectivity between company facilities, departments, equipment, and business systems.
• Assist with network upgrades, repairs, and improvements, coordinating with outside service providers as directed.

Computer, Server, and Equipment Support

• Install, configure, maintain, and troubleshoot desktop computers, laptops, servers, printers, scanners, and other technology equipment.
• Support Windows operating systems, server environments, user accounts, permissions, and related services.
• Maintain hardware and software inventories and assist with equipment replacements and upgrades.
• Perform software installations, updates, licensing maintenance, and system configuration.
• Support shared printers, label printers, barcode scanners, and other devices used in office, manufacturing, and warehouse operations.
• Perform preventive maintenance and assist with monitoring system performance to improve reliability and extend equipment life.

ERP and Business Systems Support

• Provide technical support for the company's ERP systems, including Made2Manage and related applications.
• Assist with user access, system configuration, troubleshooting, application updates, and connectivity issues.
• Support interfaces and data exchanges between ERP systems and other business applications.
• Work with accounting, manufacturing, purchasing, inventory, order entry, and other departments to resolve system-related problems.
• Assist with coordinating technical issues involving ERP software providers and outside consultants.
• Participate in ERP upgrades, system conversions, implementations, and other business technology projects.

User Support and Help Desk

• Provide timely, professional, and effective technical support to employees at both facilities.
• Diagnose and resolve hardware, software, network, printer, email, and application problems.
• Set up technology equipment, accounts, and system access for new employees and process access changes and terminations.
• Provide technical assistance and basic training to employees to promote effective use of company systems.
• Prioritize support requests based on business impact and established department priorities.
• Communicate clearly with users regarding technical issues, expected resolution, and follow-up.
• Escalate complex or unresolved technical issues to the IT / Systems Administrator when appropriate.
• Maintain a service-oriented approach while encouraging employees to use technology effectively and responsibly.

Information Security, Backup, and System Reliability

• Follow and support established cybersecurity practices, including endpoint protection, access controls, and security updates.
• Assist with administering user permissions, password policies, multifactor authentication, and other security measures.
• Monitor systems for vulnerabilities, unusual activity, and potential security concerns and promptly report identified issues.
• Perform assigned system backup monitoring and verification activities.
• Assist with backup restoration testing and disaster recovery procedures.
• Help protect critical systems and business information against loss, unauthorized access, and operational disruption.
• Support security awareness and responsible technology practices throughout the organization.

Manufacturing and Operational Technology Support

• Support computer systems, network connections, printers, scanners, and other technology used in manufacturing and warehouse operations.
• Troubleshoot technology issues affecting production reporting, inventory transactions, shipping, receiving, and other operational activities.
• Work with manufacturing, maintenance, and equipment vendors when technology issues affect production equipment or business processes.
• Assist with implementing technology improvements that enhance efficiency, accuracy, and operational visibility.
• Help minimize technology-related interruptions to production and other critical business activities.

Technology Maintenance and Continuous Improvement

• Identify opportunities to improve technology performance, system reliability, security, and employee productivity.
• Recommend hardware, software, and infrastructure improvements to the IT / Systems Administrator.
• Maintain accurate documentation of systems, configurations, procedures, and recurring technical issues.
• Follow established procedures for system maintenance, troubleshooting, equipment deployment, and user support.
• Participate in technology projects and complete assigned implementation activities.
• Investigate recurring technical problems and recommend corrective actions that address root causes.
• Support ongoing efforts to improve business processes through effective use of technology.

Qualifications and Experience

Education and Experience

• Associate's or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred. Equivalent practical experience will be considered.
• Two to four years of hands-on experience in IT support, systems administration, network support, or a similar role preferred.
• Experience supporting multiple users, business applications, and networked systems.
• Experience in a manufacturing, distribution, or ERP-driven business environment is desirable.

Technical Knowledge and Skills

• Working knowledge of Windows desktop and server operating systems.
• Understanding of network fundamentals, including TCP/IP, DNS, DHCP, VPN, switches, routers, firewalls, and wireless networks.
• Experience supporting Microsoft 365, Outlook, user accounts, and related business applications.
• Familiarity with Active Directory, user permissions, and network security practices.
• Strong computer hardware, printer, peripheral device, and troubleshooting skills.
• Understanding of system backups, cybersecurity, endpoint protection, and disaster recovery.
• Familiarity with ERP systems and SQL Server environments is beneficial.
• Experience with remote access tools, virtualization, and cloud-based applications is desirable.

Personal Attributes and Core Competencies

• Ownership and Accountability: Takes responsibility for assigned work and follows technical problems through to resolution.
• Problem Solving: Demonstrates analytical and troubleshooting skills and seeks to identify the root causes of problems.
• Customer Service: Understands that technology exists to support employees and business operations and responds professionally to user needs.
• Initiative: Identifies potential problems, recommends improvements, and takes appropriate action without requiring constant direction.
• Communication: Explains technical information clearly and works effectively with employees of varying technical abilities.
• Organization: Manages assigned priorities, maintains accurate documentation, and follows established procedures.
• Continuous Improvement: Demonstrates curiosity, adaptability, and a willingness to learn new technologies and improve existing systems.
• Teamwork: Works cooperatively with the IT / Systems Administrator, employees, departments, and outside providers.
• Dependability: Demonstrates reliability, responsiveness, and a commitment to maintaining critical business systems.

Work Environment and Additional Expectations

This position supports company facilities in Arkansas and Oklahoma and requires regular interaction with employees throughout the organization. Responsibilities include working in office, manufacturing, warehouse, and server or network equipment environments.

Periodic travel between facilities may be required to support operations, maintain equipment, assist with projects, and address technical issues. The position may also require lifting and moving computer equipment and providing technical support outside normal business hours when necessary to maintain critical operations.

Measures of Success

Performance in this position will be evaluated based on:

• Timely and effective resolution of employee technical support requests.
• Reliability and availability of assigned technology systems and equipment.
• Completion of preventive maintenance and assigned system administration activities.
• Adherence to established security, backup, and technology procedures.
• Quality and accuracy of technical documentation.
• Successful completion of assigned technology projects and improvements.
• Responsiveness, communication, and satisfaction of internal users.
• Initiative in identifying and resolving recurring technical problems.
• Effective teamwork and collaboration with the IT / Systems Administrator and other employees.

Overall Objective: Provide dependable, knowledgeable, and responsive technical support that helps maintain secure, reliable, and effective technology systems across both company facilities, minimizes business interruptions, and supports employee productivity and continuous operational improvement.

Pay: $28.15 - $33.90 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person