IT Support & Business Solutions Specialist

Headquartered in Liverpool, NY, we operate over ten locations in the U.S. and Canada, with recent expansion to the west coast. Our mission is to be North America’s premier industrial and hydraulic hose supplier, empowering our customers’ success through reliable, innovative products and outstanding service. Join us in shaping the future of industrial and hydraulic solutions!, We’re looking for someone who sees IT as more than fixing what’s broken. In this role, you’ll handle day-to-day technical support and get to know how the business actually works - including our ERP system, Prophet 21, which is at the heart of how we run sales, inventory, purchasing, and operations. You’ll talk with people across departments to understand their workflows and spot where technology can make their jobs easier.

If you’re curious, ask good questions, and like solving puzzles that mix tech, data, and people, this is a great place to start your career. You’ll learn the tools, the systems, and the business - and we’ll give you room to suggest improvements, not just execute tickets.

What You’ll Do

Technical support and operations:

• Provide day-to-day technical support for end users, onsite and remote
• Troubleshoot hardware, software, and basic network issues to resolution
• Manage and resolve tickets through Freshservice
• Set up and deploy laptops, monitors, peripherals, and complete workstations
• Create and manage user accounts in Microsoft 365, Entra ID, and Active Directory
• Support mobile devices through Microsoft Intune (iOS and Android)
• Run clean, consistent onboarding and offboarding
• Document issues, resolutions, and procedures so the team gets faster over time
• Escalate complex issues with clear context and reproduction steps

Prophet 21 (ERP) support and improvement:

• Learn Prophet 21 inside and out - how sales, purchasing, inventory, warehouse, and accounting use it day to day
• Provide first-line support for P21 users: login and access issues, basic configuration, user setup, printing and report issues
• Help create and modify P21 users, roles, and permissions in partnership with senior IT
• Support report requests, basic data lookups, and routine system tasks
• Document common P21 issues and fixes so the next person solves them faster
• Spot opportunities where small changes in P21 (or how people use it) could save real time
• Partner with department power-users and senior IT on upgrades, integrations, and enhancements

Business partnership:

• Get to know the people and processes in each department - what they do, what slows them down, where tech could help
• Ask “why” when you see repeat issues, and propose fixes that address root causes, not just symptoms
• Help evaluate and roll out new tools, working with end users to make adoption smooth
• Train and coach users so they feel more confident with their technology and with P21
• Surface patterns from tickets and conversations that point to bigger improvement opportunities
• Partner with senior IT and department leads on projects that improve how the business runs

Tools & Technologies You’ll Work With

• ERP: Prophet 21 (Epicor P21) - our system of record for sales, inventory, purchasing, and operations
• Productivity: Microsoft 365 - Exchange, Teams, SharePoint, OneDrive
• Identity: Entra ID (Azure AD) and Active Directory
• Device management: Microsoft Intune (MDM)
• Ticketing: Freshservice
• Remote support: ConnectWise RMM, GoTo
• Networking basics: DNS, DHCP, VPN
• Endpoint security: SentinelOne, Microsoft Defender, * End users across every department feel supported and confident with their tech and with Prophet 21
• Workstations and accounts are provisioned cleanly and consistently every time
• You build real working knowledge of P21 within your first 6-12 months
• You can speak intelligently about what each department does and where IT and the ERP can help them
• Repeat issues steadily decline because root causes are getting addressed
• You bring forward ideas - small or large - for how IT and P21 can make the business run better

Do you have experience in iOS?, Do you have a Associate’s degree?, * 0-2 years of IT support, internship, or related hands-on experience

• Bachelor’s Degree in IT or similar
• Working knowledge of Windows OS and standard troubleshooting workflows
• Familiarity with the Microsoft 365 environment
• A problem-solver’s mindset - you’re not satisfied with “it works now,” you want to know why it broke and how to prevent it
• Genuine curiosity about how a business operates, not just how its computers work
• Strong communicator who can talk with warehouse staff, sales reps, and executives in plain English
• Comfortable asking questions, listening, and learning from people outside of IT
• Disciplined about following processes and documenting your work clearly
• Coachable and motivated to grow in both technical and business skills, including learning a complex ERP system

Nice to Have

• Any exposure to an ERP system (Prophet 21, SAP, NetSuite, Dynamics, Sage, etc.) - even as an end user
• Comfort with data: writing basic SQL queries, working in Excel beyond the basics, or building simple reports
• Experience with Intune or another mobile device management platform
• Exposure to networking concepts or firewall basics
• Understanding of cybersecurity fundamentals
• Any experience improving a process, automating a task, or building something useful
• Associate degree or relevant certification (CompTIA A+, Network+, or equivalent)

About Us: Echelon Supply and Service is a leading provider of premium industrial and hydraulic hose solutions for commercial and defense markets across North America. Since 1977, we’ve built our reputation on a customer-first approach, delivering quality products and exceptional support.