IT Support Specialist

Cates Control Systems, Inc.•Plano, TX

5h•$58,000 - $65,000•Onsite

About The Position

Job Purpose The IT Support Specialist is responsible for providing first-line technical support across Cates Control Systems. This role ensures reliable operation of computer systems, network infrastructure, communication tools, and business systems—including Epicor ERP. The position supports end users with hardware, software, network, and ERP-related issues while maintaining system stability, cybersecurity awareness, and high internal customer satisfaction. This role acts as the frontline extension of the IT Manager and collaborates with the ERP Administrator to ensure business continuity and operational efficiency.

Requirements

Associate’s degree in IT or related field preferred (or equivalent experience)
2–5 years of hands-on IT support experience
Experience in a business environment supporting multiple departments
Strong proficiency in Windows OS and Microsoft 365
Experience troubleshooting hardware, printers, switches, WiFi, and domain environments
Understanding of Windows Server basics
Expert level proficiency using MS Office products (Word, Excel, PowerPoint)
Knowledge of Microsoft Teams and collaboration tools
Basic understanding of cybersecurity principles
Excellent written and verbal communication
Strong problem-solving ability
Ability to multitask in a fast-paced environment
Positive and professional attitude
Strong documentation discipline
Customer-service mindset
Ability to lift and carry up to 20 lbs
Ability to move equipment and work under desks or in server rooms as needed

Nice To Haves

CompTIA A+ or related certifications preferred
Experience supporting Epicor ERP (version 10 or higher) preferred
Basic SQL knowledge preferred
Familiarity with SSRS reports
Understanding of network infrastructure concepts preferred

Responsibilities

Respond to IT support tickets in a timely and professional manner.
Diagnose and resolve hardware, software, networking, and user-access issues.
Provide support both remotely and in person across all Cates locations.
Properly document issues, root causes, and resolutions within the IT Helpdesk tracking system.
Set up, configure, and deploy computers, printers, scanners, and mobile devices.
Install and configure Windows OS, Microsoft Office 365, Teams, and business applications.
Assist in maintaining network infrastructure including switches, WiFi devices, and domain environments.
Support server environments and basic Windows Server administration.
Assist with system backups, archiving, and disaster recovery procedures.
Maintain user accounts, permissions, and access control across systems.
Support implementation of software updates, patches, and upgrades.
Provide first-level user support and escalate advanced issues to the ERP Administrator.
Assist users with report access, dashboards, and system navigation questions.
Support testing of upgrades and system improvements.
Assist in documenting ERP-related procedures and training materials.
Support onboarding of new hires with ERP system access and basic training.
Demonstrate awareness of cybersecurity risks including phishing, malware, and unauthorized access.
Support enforcement of company IT security policies.
Escalate suspicious activity or vulnerabilities to the IT Manager.
Assist in maintaining secure network and endpoint configurations.
Identify recurring technical issues and recommend process improvements.
Assist IT Manager in evaluating hardware/software purchases.
Participate in testing and implementation of new technologies.