IT User Support Specialist at Cerro Wire LLC — Hartselle, AL

Cerro Wire LLC

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, DocAlpha, 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 compliance with company policies and security standards.
• Enterprise Application Support: 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.
• EDI Support: Assist in identifying and triaging basic EDI transaction errors (e.g., failed or missing documents) and route issues to the EDI team for resolution.
• Manufacturing Systems Support: 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.

Skills & Abilities:

• 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 outcome.
• Effective interpersonal skills for interaction with a diverse group of clients, vendors, and visitors, and remain calm and constructive regardless of other involved in a situation.
• Highly collaborative, with ability to work in a team environment across multiple departments and sites.
• Ability to discern the root cause or core need when receiving multiple points of requests.
• Ability to work efficiently and effectively under pressure while meeting short deadlines.

Physical Requirements & Environmental Conditions:

• Work is primarily performed in a plant office environment with occasional remote support.
• May require lifting or transporting equipment (up to 40 lbs).
• Occasional after-hours or weekend work for maintenance and emergencies.
• Participation in on-call rotation for after-hours support.
• Air-conditioned and/or heated office setting.
• Will work on occasion on the Manufacturing Floor which is not heated/cooled and will require the necessary.
• PPE and safety measures.