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.

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