IT User Support Specialist

Cerro Wire LLC – IT User Support Specialist

As part of Marmon Holdings (Berkshire Hathaway), the IT User Support Specialist provides first‑level technical support across the organization, handling hardware, software, network, and system issues. The role also involves participating in IT projects, system upgrades, and collaborations with other departments.

• 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 on desktops, laptops, printers, mobile devices, and business applications, escalating complex issues to Tier2/3 support or vendors as needed.
• Support standard enterprise tools such as Microsoft
  365, VPN, remote desktop, and Active Directory; reset passwords, unlock accounts, and manage user security across systems including SageX3, AD, O365, Doc Alpha, and Verkada.
• Maintain and document all support activities, resolutions, and recurring issues within the help‑desk ticketing system and contribute to the knowledge base.
• Conduct basic training and create simple job aids for users on common tools, applications, and IT best practices.
• 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.
• Participate in IT projects, system upgrades, and rollouts (e.g., ERP, EDI, portal initiatives), collaborating with other departments on specialized initiatives.
• Monitor system and network performance, troubleshoot connectivity issues at office and plant locations, and notify appropriate teams of outages or degraded service.
• Set up and manage user accounts, access permissions, and security groups across various systems in line with onboarding, transfer, and termination processes.
• Educate users on cybersecurity threats such as phishing and social engineering, and assist in enforcing company cybersecurity, password, and MFA policies.
• Perform routine audits of user permissions, group memberships, and access controls across various systems to ensure compliance with company policies and security standards.
• Provide first‑level support for core business applications such as the ERP system (SageX3), pricing/quoting tools, and the customer B2B portal, escalating functional issues to system owners or super users as needed.
• Assist in identifying and triaging basic EDI transaction errors (e.g., failed or missing documents) and route issues to the EDI team for resolution.
• Provide front‑line support for plant‑floor and manufacturing execution system (MES) issues affecting production at the MC Plant and other manufacturing locations, coordinating with engineering and IT teams to restore functionality quickly.
• Perform other duties as assigned by Manager.

• 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., SageX3) or similar business applications (plus).
• Exposure to EDI or manufacturing/plant‑floor systems (plus).
• Ability to work independently while collaborating effectively across IT and business teams.

• Excellent written and verbal communication skills.
• Knowledge of Sage ERP (or similar ERP) and relational databases.
• Strong ability to follow through and follow up to ensure completion of tasks.
• Ability to multitask and manage several projects/deliverables at once.
• Ability to work fluidly within a team, where both structure and ambiguity may be present, and willingness to ask questions to ensure clarity for best outcomes.
• Effective interpersonal skills for interaction with a diverse group of clients, vendors, and visitors, remaining…