ERP Helpdesk Analyst

Ufp Technologies • Newburyport, MA

321d

About The Position

UFP Technologies is a rapidly growing designer and custom manufacturer of comprehensive solutions for medical devices, sterile packaging, and other highly engineered custom products. UFP is an important link in the medical device supply chain and a valued outsource partner to most of the top medical device manufacturers in the world. The Company's single-use and single-patient devices and components are used in a wide range of medical devices and packaging for minimally invasive surgery, infection prevention, wound care, wearables, orthopedic soft goods, and orthopedic implants. The ERP Helpdesk Analyst provides first-level support for ERP systems, addressing user issues and troubleshooting problems. They ensure helpdesk tickets contain sufficient information for effective troubleshooting, assess ticket priority, and follow through on tickets until closure. The role involves collaborating with the IT department, documenting solutions for frequently asked questions, and maintaining a knowledgebase.

Requirements

• Associate's degree in Information Technology, Computer Science, or a related discipline, or equivalent experience.
• At least two (2) years of experience in a technical support role, preferably with ERP systems.
• Must have experience with ERP systems and effective troubleshooting.
• Basic knowledge of MS-SQL and relational database concepts.
• Experience with technical documentation and user training preferred.
• Experience in the manufacturing industry preferred.
• Experience using Acumatica and Epicor preferred.
• Excellent communication and interpersonal skills to effectively interact with end-users and team members.

Responsibilities

• Provides first-level support for ERP systems and applications, addressing user issues and troubleshooting problems.
• Maps business requirements to ERP functionality using judgement and a collaborative approach with subject matter experts.
• Ensures that helpdesk tickets contain sufficient information for effective troubleshooting and proper routing.
• Determines ticket priority based on the impact and urgency of the issue.
• Coordinates ticket resolution until closure, ensuring issues are resolved in a timely manner.
• Collaborates with external consultants for advanced troubleshooting and issue resolution.
• Documents solutions for frequently asked questions and maintains a knowledgebase for user reference.
• Ensures that tickets adhere to approval workflows for effective change control.
• Supports small projects and assists in the implementation of system enhancements.
• Assists in development and maintains ERP training materials.
• Assists in data querying and report generation using MS-SQL and SSRS.
• Contributes to system maintenance efforts.
• Performs all other duties as assigned or needed.

Benefits

• Medical, Dental, Vision, Life, Disability Insurance
• 401K with a matching contribution
• Paid time off
• Paid holidays
• Employee discounts
• and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Plastics and Rubber Products Manufacturing
• Education Level: Associate degree