IT Support Specialist - Tier 2

- Act as the initial point of contact for incoming IT support requests (tickets, email, walk-ups) - Diagnose and resolve common issues including: - Login and password inquiries - Printer and peripheral malfunctions - Basic hardware and workstation concerns - Application access problems - Deliver clear and friendly communication to users with varying levels of technical expertise - Support users with basic ERP system tasks, such as: - Troubleshooting order or transaction problems (e.g., frozen orders) - Assisting users in accessing relevant screens or modules - Answering how-to queries and helping run standard reports - Escalate more complex ERP issues to the IT Manager or relevant internal resources - Create, alter, and disable user accounts and permissions with guidance from the IT Manager - Aid in onboarding and offboarding processes (system access, equipment setup) - Maintain basic documentation for common issues, procedures, and user guides - Track, prioritize, and document support requests following the companys ticketing process - Gain knowledge of company systems, processes, and IT standards over time - Participate in projects or elevated tasks as you gain experience - Gradual exposure to network, server, or infrastructure tasks based on interest and capability; however, network management is not a core responsibility of this role