IT Support Specialist

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.

Key Responsibilities

Help Desk & End-User Support

• 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.

Infrastructure & Systems Support

• 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.

ERP Support 

• 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.

Cybersecurity & Compliance

• 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.

Continuous Improvement

• Identify recurring technical issues and recommend process improvements.
• Assist IT Manager in evaluating hardware/software purchases.
• Participate in testing and implementation of new technologies.

Measurements

• Timely response and closure of IT tickets
• Internal Customer Satisfaction
• System uptime and reliability
• Proper documentation of support activities

Education and Experience

• 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
• CompTIA A+ or related certifications preferred

Technical Skills

• 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
• Experience supporting Epicor ERP (version 10 or higher) preferred
• Basic SQL knowledge preferred
• Familiarity with SSRS reports
• Understanding of network infrastructure concepts preferred

Soft Skills

• 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

Physical Requirements

• Ability to lift and carry up to 20 lbs
• Ability to move equipment and work under desks or in server rooms as needed

More About Us

Cates Control Systems was founded over 40 years ago and is an award-winning systems integration company that partners with manufacturing firms to develop and implement automation solutions to increase production, improve quality and reduce costs. Our customers are extremely diverse and spread all over North America (and a few internationally). Our customers make roofing shingles, fry potato chips, roast coffee, process poultry and beef, distill water, bottle apple juice, and ship all over the world.

Cates is committed to delivering quality solutions that we stand behind through service and support. Our vision is to positively impact the lives of others. We are a fun, friendly company with a strong family atmosphere and 12 core principles that guide us at every step in our success. Our culture is firmly rooted in the values of honesty, integrity, commitment, and reliability. To learn more about Cates, please visit us at www.cates.com.

Job Type: Full-time, in-office.

Location: Plano, TX

Schedule:

• Monday to Friday, 8:00 am – 5:00 pm

Pay range: $58,000-$65,000

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance