POSITION SUMMARY

An IT Support Specialist provides technical expertise, analysis, training, and implementation services related to our Enterprise Resource Planning (ERP) software, Acumatica. This role will collaborate with stakeholders, managers, end-users, and technicians to provide first-line support for Acumatica. The role will assist in configuring, customizing, and troubleshooting the ERP system to ensure it meets the organization's needs and drives efficiency and growth. The role will also be asked to manage IT related physical hardware (desktop and laptops), as needed.

Role and Responsibilities

• Provide technical assistance and support to Acumatica (ACM) related issues to end users.
• Prioritize incoming calls to the Help Desk via Teams, telephone, and email to ensure courteous, timely and effective resolution to end user ACM issues.
• Assist in administering, configuring, and maintaining Acumatica to ensure optimal performance.
• Assist in ensuring data integrity and security within the ERP system.
• Analyze existing business processes and workflows to identify areas for improvement.
• Recommend and implement process enhancements to maximize efficiency and productivity.
• Initiates issue escalation on matters beyond their capability and ensures resolution.
• Collaborate with IT and other departments to integrate the ERP system with other business applications.
• Work under supervision with external vendors and consultants as needed for system integrations or specialized projects.
• Assist in maintaining comprehensive documentation of ERP system configurations, customizations, and processes to ensure their currency and relevance.
• Help ensure compliance with industry standards, regulations, and best practices in ERP system management.
• Ability to work the required hours to ensure adequate business support coverage.
• Perform required related tasks that may arise in the course of employment.
• Assist in maintaining inventory and remediation of Custom Pipe IT hardware
• Facilitate resolution of desktop IT requirements as needed, including, but not limited to assistance in Support tickets and connectivity issues as they arise
• On-Site

Qualifications and Education Requirements

• Associate degree in Business Management, Information Technology, Accounting, or equivalent work experience preferred.
• Proven support experience as an ERP Support Specialist or in a similar role in a manufacturing or organization with multiple locations
• General knowledge of ERP software (e.g., Acumatica, Netsuite, Sage, Microsoft Dynamics or equivalent) and related modules.
• General knowledge of how ERP systems function in Accounting, Order Management, Sales, Inventory, Warehouse and  Production modules
• Reporting skills within an ERP are a plus.
• Strong problem-solving skills and the ability to troubleshoot technical issues independently.
• Excellent communication and people skills, with the ability to work collaboratively across teams and a varying audience.
• Project management skills and the ability to manage multiple tasks and priorities effectively.