What are the responsibilities and job description for the IT Systems Support position at CIMA Animal Health?
Primary Purpose of the Role
The IT Systems Support role is responsible for providing day-to-day technical support, managing workstations and business applications, and maintaining key IT systems throughout the organization. This role focuses on delivering high-quality service desk support to employees, ensuring reliable system performance, and assisting with the administration of NetSuite, warehouse management software, and other critical business applications.
Essential Duties and Responsibilities
- Serve as the primary contact for IT support tickets, delivering professional, customer-focused technical assistance to employees and customers.
- Troubleshoot and resolve hardware, software, and network issues, ensuring timely and accurate resolutions.
- Administer Microsoft 365 services including Teams, SharePoint, OneDrive, Exchange, and Office applications.
- Manage new hire onboarding from an IT perspective, including workstation setup, Windows installation, account provisioning, phones, and software configuration.
- Assist with administration of NetSuite and warehouse management software, including user support, permissions, and troubleshooting.
- Configure and support endpoint management tools such as Intune, security tools, and backup solutions.
- Maintain IT asset inventory, including hardware tracking, lifecycle management, and replacement planning.
- Support IT infrastructure across on-prem and cloud environments including servers, networking hardware, and critical systems.
- Test and validate system changes, updates, and patches prior to deployment.
- Maintain detailed documentation of systems, procedures, configurations, troubleshooting steps, and business processes.
- Ensure IT security practices are followed, including access control and data protection.
- Provide occasional after-hours or on-call support for emergency issues.
- Collaborate with cross-functional teams to understand technology needs and support business operations.
- Assist in office space planning and device deployment for new workspaces.
Required Knowledge, Skills, and Abilities
- Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
- Minimum of 3 years in IT support, help desk, or system administration roles.
- Strong troubleshooting, analytical, and problem-solving skills with a customer-first mindset.
- Experience administering Microsoft 365 and managing desktop systems in a Windows environment.
- Familiarity with ITIL/ITSM processes and ticketing systems.
- Exposure to NetSuite or other ERP solutions required; warehouse management software experience strongly preferred.
- Ability to handle multiple priorities in a fast-paced environment.
- Excellent communication, documentation, and organizational skills.
- Experience with Intune, LastPass, or similar enterprise tools is a plus.
- Ability to work independently or collaboratively as part of a team.
Working Conditions
- Standard office environment with occasional time in warehouse or production areas as needed.
- May require after-hours or weekend work for system maintenance or urgent issues.
- Must be able to lift up to 50 lbs and perform physical tasks such as bending, standing, or extended sitting.