Job Information
Massachusetts Employer ERP Helpdesk Analyst in Newburyport, Massachusetts
This position will be on-site full-time in Newburyport, MA. The position holder will need to be within commuting distance (within 45 min). Qualified applicants must be eligible to work in the United States to be considered for this opportunity. Employment based visa sponsorship (including H01B sponsorship) is not available for this position. 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. DUTIES: 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. Collaborate 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. 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. THIS IS A PARTIAL JOB DESCRIPTION. PLEASE CONTACT OUR RECRUITER FOR MORE INFORMATION.