System Support Specialist

Position Purpose:

The System Support Specialist role focuses on delivering exceptional technical support by diagnosing and resolving hardware and software issues efficiently, thereby reducing downtime and enhancing productivity. By collaborating with cross-functional teams and end-users, the Specialist fosters a secure, efficient technological environment aligned with business objectives, ultimately driving operational excellence and innovation within the organization.

Key Responsibilities:

• Provide excellent application support on the phone, in person and through ServiceNow ticket resolution. Ensure service levels are met. Keep the system running; respond to issues; answer user questions regarding system features, functionality, and provide resolutions to address issues.

• Ability to support and train on any product or software that interfaces with the ERP; engage all parties with troubleshooting when needed.

• Define problems, analyze symptoms, perform root cause analysis, and document resolution.

• Provide excellent customer service to customers and end-users.

• Support 3rd party products that interface with core ERP. Examples are Billtrust, Worldview, Saberis, Esker AP Automation, Avalara, Versapay and Worldpay.

• Assist with projects to implement or enhance software; help with software requirements gathering, design, documentation, unit testing and integration. Will assist in the planning, executing, and implementation for these projects.

• Train team on any new process or procedures and to keep team updated with new changes.

• Stand in for the Manager, assist and provide support.

Direct Manager Direct Reports:

• The System Support Specialist will report directly to the IT Applications & Services Manager. This position does not have any direct reports. The System Support Specialist will collaborate with cross-functional teams and interact with various levels of the organization to execute tasks and achieve departmental objectives efficiently.

Travel Requirements:

• System Support Specialist role at the company requires occasional travel, to various company locations for Training and experience.

Physical Requirements:

• The position of System Support Specialist at the company is primarily office-based and involves standard physical expectations typical of an IT support role. This includes the ability to remain in a stationary position, frequently sitting or standing, for extended periods. The role requires the use of computers and standard office equipment, necessitating repetitive hand and wrist movements. Candidates must be able to effectively communicate, both verbally and in written form. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role while maintaining the highest operational standards.

Working Conditions:

• The System Support Specialist position at the company is based in a dynamic and collaborative hybrid work environment, combining both in-office and remote work to effectively leverage technology and enhance productivity. The role is characterized by a fast-paced, deadline-driven atmosphere that requires keen adaptability and proactive problem-solving skills. This position involves interacting with various teams across the organization, necessitating effective time management and precision to meet project timelines and service level agreements. The hybrid setup provides flexibility, enabling the specialist to balance in-person collaboration and remote efficiency while ensuring optimal service delivery across the organization's technological platforms.

Minimum Qualifications:

• High School Diploma, GED or equivalent required. Bachelor's degree in IT, Business, or related field preferred.

• 3+ years of experience supporting a fully integrated software solution (ERP) Agility knowledge would be an advantage,

• Strong written and verbal communication skills.

• Ability to work independently and collaboratively within a team environment.

• Demonstrated adaptability to fast-paced, dynamic environments.

Preferred Qualifications:

• Experience with ServiceNow or other ITSM tools.

• Previous experience in the distribution industry would be ideal.

• Strong organization and time management skills.

• Strong interpersonal skills for interacting with team members and customers.

• Strong problem-solving skills.

• Ability to work independently and as part of a team.

Minimum Education:

• High School Diploma, GED or equivalent required. Bachelor's degree in IT, Business, or related field preferred.

Preferred Education:

• Strong written and verbal communication skills.

Minimum Years Of Work Experience:

• 3 years in Agility/Application Support or similar role with a large scale enterprise environment.

1 x Late shift every week, and on call schedule to include weekends usually every 5-6 weeks.

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As an Equal Employment Opportunity (EEO) employer SRS Distribution Inc., including all its subsidiaries, provides job opportunities to qualified individuals without regard to actual or perceived race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, uniform service, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws.

If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position, please contact Human Resources at US: 855.556.3221, or by email to: HR@Help.SRSDistribution.com with the nature of your accommodation request and include the Business name, location and title of the job opening. Please allow one (1) business day for a reply.

All employment offers are contingent upon successful completion of a background check and drug screen, as permitted by law.

Competitive weekly/bi-weekly pay, discretionary bonuses, 401(k) with company match, Employee Stock Purchase Plan, paid time off (vacation, sick, volunteer, holidays, birthday, floating), medical/dental/vision, flexible spending accounts, company-paid life and short-term disability, plus optional long-term disability, and additional life insurance. All benefits subject to eligibility.

Should a Candidate be submitted to fill a position by a recruiting or staffing services agency ("Agency"), the Company has no obligation to pay the Agency any fee for submission, offer, placement or any service without a fully executed contract of service covering the engagement.