IT User Support Specialist

About the role

The IT User Support Specialist provides first-level technical support to all users across Cerro Wire LLC, serving the corporate office and the MC Cable facility in Hartselle, AL. This role includes resolving hardware, software, network, and system issues, participating in IT projects, and collaborating with other departments on specialized initiatives.

Responsibilities

• 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.
• 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, DocAlpha, and Verkada.
• 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.
• Create and conduct basic training and simple job aids for users on common tools, applications, and IT best practices as needed.
• 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, and portal initiatives), and collaborate 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.
• Create, modify, and disable user accounts 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 the enforcement of company cybersecurity, password, and MFA policies.
• Support IT Governance initiatives by performing 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 (Sage X3), 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, including systems such as X3PI, label verification, and scrap reporting, coordinating with engineering and IT teams to restore functionality quickly.
• Other duties as assigned by Manager.

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.
• Able 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.