IT Support Specialist

About ERMCO

Electric Research and Manufacturing Cooperative, Inc. (ERMCO) is the leading manufacturer of distribution transformers and engineered electrical solutions, serving electric utilities, Original Equipment Manufacturers (OEMs), and industrial customers across North America. Headquartered in Dyersburg, Tennessee, ERMCO delivers reliable, high-quality products that power homes, businesses, and communities across North America.

With a commitment to safety, operational excellence, and continuous improvement, ERMCO is at the forefront of supporting grid modernization and the energy transition. Our vertically integrated operations, customer-focused culture, and investment in people and technology make ERMCO the Most Valued Partner for delivering resilient, sustainable power infrastructure for the future.

Position Summary

The IT Support Specialist for our company in the distribution transformer industry, provides front-line technical support to ERMCO employees to help ensure reliable day-to-day access to devices, applications, and collaboration tools. This role handles incident and service request intake and performs basic troubleshooting and issue resolution using documented procedures. Escalate complex issues to senior staff or specialized teams. The position supports onboarding/offboarding activities, maintains accurate ticket and asset records, and contributes to an excellent customer experience through clear communication, follow-through, and continuous learning.

This position is located on-site in Bristol, WI. Relocation assistance will be provided.

Responsibilities

• Provide Tier 1 end-user support for common hardware, software, printing, and connectivity issues by following standard troubleshooting steps and resolving requests efficiently and professionally.
• Manage ticket intake and documentation by accurately logging, categorizing, prioritizing, and updating incidents/requests in the ticketing system, including clear notes, customer communications, and resolution details.
• Escalate appropriately and follow through by recognizing when an issue requires Tier 2/3 or specialty-team support, collecting required diagnostics, and coordinating handoffs while keeping the customer informed.
• Support Microsoft 365 and business applications by assisting users with basic Teams/Outlook/OneDrive/SharePoint workflows, profile issues, and common application access problems within assigned permissions.
• Perform basic account and access tasks such as password resets and account provisioning steps per documented procedures, escalating nonstandard access, or security-sensitive requests per policy.
• Assist with onboarding/offboarding and device setup by preparing and deploying standard devices, installing approved software, verifying peripheral functionality, and coordinating required handoffs and checklists.
• Support asset and inventory processes by tagging, tracking, and updating asset records, coordinating repairs/replacements, and maintaining clean and accurate inventory data.
• Contribute to knowledge management and continuous improvement by creating/updating how-to articles and documenting known issues, and by sharing observations on recurring problems to help improve processes and user experience.
• Follow security and compliance practices by handling data responsibly, using approved tools, promptly reporting suspected security incidents, and completing required training and procedures.

• Qualifications

  • Education / experience: Associate’s or Bachelor’s degree in IT or related field (or equivalent hands-on experience), with 0–2+ years in a help desk, desktop support, or technical customer service role preferred.
  • Technical foundation: Familiarity with Windows endpoints, common business applications, and Microsoft 365 basics, with the ability to follow documented troubleshooting steps and learn new tools quickly.
  • Networking and support concepts: Basic understanding of connectivity concepts (TCP/IP, LAN/WAN, Wi‑Fi, VPN, DNS/DHCP fundamentals) and the ability to gather diagnostics and escalate effectively when issues are beyond Tier 1 scope.
  • Problem-solving and analytical skills with the ability to work well under pressure and managing multiple priorities simultaneously.
  • Service and communication skills: Strong customer service mindset, clear written/verbal communication, and attention to detail in ticket updates, documentation, and follow-through.
  • Work style: Reliable, organized, and able to manage multiple requests while adhering to procedures, security requirements, and assigned SLAs.
  • Preferred certifications: CompTIA A+ (or in progress) and/or Microsoft fundamentals/endpoint-related coursework or certifications.

  Join ERMCO and TRANSFORM your career!