The Information Technology & Systems Specialist supports the company’s technology needs by serving as the first point of contact for employee IT support, coordinating with the company’s outside IT provider, and helping manage key business software systems. This position is responsible for troubleshooting basic hardware, software, access, and connectivity issues, supporting onboarding and offboarding technology needs, maintaining hardware and software records, and assisting with the successful implementation and ongoing use of company systems. Note: This position will work primarily out of our Delmar, DE location, with occasional travel to our Suffolk, VA and Garner, NC offices. Incumbent will need to be able to commute to Delmar, DE on a daily basis.
Role and Responsibilities
Employee IT Support & Helpdesk
- Serve as the first point of contact for employee technology questions and basic troubleshooting needs.
- Troubleshoot basic hardware, software, printer, connectivity, email, and access issues.
- Assist employees with password resets, account lockouts, access requests, and permissions for company systems, folders, and software platforms.
- Support the technology portion of employee onboarding, including laptop setup, email access, software access, user profiles, and related equipment needs.
- Support the technology portion of employee offboarding, including removal of system access, return of company equipment, and coordination of secure device wiping when needed.
- Set up and maintain employee building access, including key fobs, alarm codes, and access permissions based on employee role and location.
- Maintain timely communication with employees regarding the status of IT requests and pending support needs.
IT Vendor Liaison & Technical Coordination
- Serve as the company’s primary liaison with the outside IT provider/MSP.
- Submit, monitor, and follow up on support tickets with the outside IT provider to ensure timely resolution.
- Coordinate onsite IT support visits when needed and communicate priorities to the outside IT provider.
- Work with the outside IT provider to support reliable operation of company systems, networks, servers, devices, and security tools.
- Help identify recurring IT issues and work with the outside IT provider and leadership to recommend practical solutions.
- Communicate system outages, maintenance windows, or technology-related changes to employees as needed.
Software Systems Administration & Project Support
- Assist with the administration and ongoing support of the company’s core software systems, including BuildOps, Autodesk, Sage Intacct, and other assigned platforms.
- Support remaining implementation needs for company software systems and help ensure successful adoption by employees.
- Maintain user access, permissions, and license assignments within assigned software platforms.
- Assist with system configuration, user setup, workflow adjustments, and basic troubleshooting.
- Work with leadership and department users to understand system needs and help improve how software platforms are used.
- Develop and maintain basic process documentation, user guides, and training materials for assigned systems.
- Coordinate with software vendors, consultants, and internal users to resolve system-related questions or issues.
Reporting, Data & System Improvement & Software License Management
- Build, run, and maintain reports from assigned company software systems.
- Assist leadership and department managers with extracting useful data from company systems.
- Track implementation progress, open issues, and system improvement items as assigned.
- Support ongoing evaluation of software programs to ensure they are meeting company needs.
- Track company software licenses and subscriptions to help ensure licenses are assigned appropriately and used efficiently. Assist with software renewals, user changes, and license compliance.
- Monitor active and inactive users to help avoid unnecessary software costs.
- Maintain accurate records of company software platforms, users, costs, renewal dates, and vendor contacts.
Hardware Procurement & Asset Tracking
- Maintain an accurate inventory of company technology equipment, including desktops, laptops, tablets, iPads, monitors, phones, and related accessories.
- Track assigned equipment by employee, location, and department.
- Assist with purchasing new technology equipment within approved budgets.
- Maintain a small supply of backup equipment for urgent employee or operational needs.
- Coordinate repair, replacement, return, or disposal of company technology equipment.
- Maintain conference room and training room technology, including TVs, cameras, microphones, and equipment used for virtual or hybrid meetings.
Security & Data Protection Support
- Work with the outside IT provider to support endpoint protection, antivirus, anti-malware tools, security patches, and device updates.
- Assist with employee security awareness efforts, including phishing awareness, password practices, and basic technology safety reminders.
- Coordinate with the outside IT provider to support backup procedures and recovery readiness for critical company data.
Travel & Multi-Location Support
- Travel between company office locations in Delmar, DE, Suffolk, VA, and Garner, NC as needed to assist with technology setup, troubleshooting, equipment deployment, software implementation, training, inventory review, vendor coordination, and other assigned IT or systems-related needs.
- Coordinate with leadership, employees, and the outside IT provider to ensure technology needs are addressed consistently across all company locations.
Qualifications and Required Experience
- Associate degree in Information Technology, Computer Information Systems, Business Systems, or a related field required. Relevant related experience may be substituted for the degree requirement on a year-for-year basis. Bachelor’s degree in Information Technology, Computer Information Systems, Business Administration, Management Information Systems, or a related field preferred.
- Three (minimum) to five (preferred) years of experience in IT support, helpdesk support, systems administration, business systems support, or a related technology role. Experience managing major software implementations preferred.
- Experience working with an outside IT provider, software vendor, or technology consultant preferred.
- Experience supporting business software systems, user access, reporting, system implementation, or software administration preferred.
- Strong working knowledge of Microsoft Office, Microsoft 365, Outlook, Teams, SharePoint, and Excel.
- Familiarity with cloud-based software platforms, user permissions, software licensing, IT security practices.
- Experience with BuildOps, Autodesk, Sage Intacct, or similar business software systems preferred.
- Ability to troubleshoot common hardware, software, connectivity, printer, and user access issues.
- Strong organizational skills and ability to manage multiple requests, projects, and deadlines.
- Strong communication skills with the ability to explain technical issues in a clear and professional manner to non-technical employees. Ability to maintain confidentiality and handle company data, employee information, and system access responsibly.
- Ability to work independently, follow up on unresolved issues, and coordinate effectively with employees, vendors, and leadership.
Recommended Licenses and Certifications
- CompTIA A+ and Network+ certification preferred.
- Microsoft 365 Certified: Fundamentals or equivalent Microsoft certification preferred.
- Must possess and maintain a valid driver’s license and reliable transportation, or the ability to otherwise travel between company locations as required.
Physical Requirements:
- Must be able to remain in a stationary position for extended periods of time.
- Manual dexterity required for computer use, equipment setup, device handling, and troubleshooting.
- Ability to read screens, spreadsheets, system reports, helpdesk tickets and printed documents.
- May need to lift, move, or carry technology equipment, office equipment, monitors, laptops, printers, or boxes, usually under 40 lbs.
- Ability to move within the office, access workstations, assist users, inspect equipment, and attend meetings.
- Ability to travel between company office locations in Delmar, DE, Suffolk, VA, and Garner, NC as needed.
- Clear speech and hearing are needed for phone calls, virtual meetings, employee support, vendor coordination, and team collaboration.
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of General Refrigeration Company.
