IT User Support Specialist

## IT User Support Specialist Apply locations:
Hartselle, ALtime type:
Full time posted on:
Posted Todayjob requisition :
JRCerro Wire LLCAs a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

The IT User Support Specialist is responsible for providing first-level technical support to all users across the organization. This role requires excellent problem-solving, communication, and customer service skills to resolve hardware, software, network, and system issues. The specialist will also participate in IT projects, system upgrades, and collaborate with other departments on specialized initiatives. This position covers the corporate office and manufacturing facility at the Corporate office and the MC Cable facility in Hartselle, AL.

The position will require periodic on-site travel to the MC Plant to support plant-floor and manufacturing systems.
** Minimum

Requirements & Qualifications:

*** Associate’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
* Strong knowledge of Windows OS, Microsoft Office Suite, and networking fundamentals.
* Familiarity with Active Directory, Office 365 administration, and remote support tools.
* Excellent verbal and written communication skills.
* Ability to prioritize tasks and manage multiple support tickets simultaneously.
* Customer-focused mindset with a commitment to quality service.
* Strong attention to detail and documentation.
* Experience supporting ERP systems (e.g., Sage X3) or similar business applications is a plus.
* Exposure to EDI or manufacturing/plant-floor systems is a plus.
* Ability to work independently while collaborating effectively across IT and business teams.
** Responsibilities:
*** Technical Assistance:
Serve as the first point of contact for users seeking technical help via phone, email, ticketing system, or in person. Diagnose and resolve hardware and software issues, including desktops, laptops, printers, mobile devices, and business applications, escalating complex issues to Tier 2/3 support or vendors as needed.
* System Support:
Support standard enterprise tools such as Microsoft 365, VPN, remote desktop, and Active Directory. Reset passwords, unlock accounts, and manage user security across business systems including Sage X3, AD, O365, Doc Alpha, and Verkada.
* Documentation:
Maintain and document all support activities, resolutions, and recurring issues within the help desk ticketing system, and contribute to the knowledge base to support faster issue resolution.
* Training:
Conduct basic training and create simple job aids for users on common tools, applications, and IT best practices as needed.
* Software and Hardware Management:
Install, configure, and update software and operating systems. Image and deploy new equipment, maintain hardware/software inventory, and manage IT hardware purchases and equipment ordering.
* Project Participation:
Participate in IT projects, system upgrades, and rollouts (e.g., ERP, EDI, and portal initiatives), and collaborate with other departments on specialized initiatives.
* Network and System Monitoring:
Monitor system and network performance, troubleshoot connectivity issues at office and plant locations, and notify appropriate teams of outages or degraded service.
* User Account Management:
Set up and manage user accounts, access permissions, and security groups.
* Create, modify, and disable user accounts across various systems in line with onboarding, transfer, and termination processes.
* Cybersecurity:
Educate users on cybersecurity threats such as phishing and social engineering, and assist in the enforcement of company cybersecurity, password, and MFA policies.
* Governance:
Support IT Governance initiatives by performing routine audits of user permissions, group memberships, and access controls across various systems to ensure…