Helpdesk Analyst / Manufacturing systems

Key Technologies Supported:

• ERP (e.g., SAP, Oracle, NetSuite)
• Product Lifecycle Management (PLM)
• Manufacturing Execution Systems (MES)
• Logistics Software
  • WMS (Warehouse Management Systems)
  • YMS (Yard Management Systems)
  • TMS (Transportation Management Systems)

Responsibilities:

• Serve as Tier 1 and Tier 2 support for users across ERP, MES, and logistics platforms
• Troubleshoot, triage, and resolve incoming issues via phone, email, and ticketing systems
• Escalate complex issues to application or infrastructure teams as needed
• Document solutions and contribute to knowledge base updates
• Support system users during critical business operations, including pre- and post-go-live
• Monitor system health and performance, raising alerts proactively
• Participate in shift coverage planning to ensure 16-hour daily support window
• Provide exceptional customer service to internal stakeholders and business users
• Assist with onboarding, training, and mentoring as the team scales

Requirements:

• 3+ years of experience in IT help desk or application support roles
• Strong experience supporting at least one of the following: ERP, MES, PLM, or logistics systems
• Familiarity with ITSM/ticketing tools (e.g., ServiceNow, Jira, Remedy)
• Ability to communicate clearly with technical and non-technical users
• Comfortable working remotely and independently within a distributed team
• Available to work East Coast hours; flexibility to transition to alternate shifts as coverage expands
• Experience supporting manufacturing or supply chain environments is highly preferred

Preferred Qualifications:

• Certifications in ITIL, ERP (SAP, Oracle), or logistics platforms a plus
• Experience supporting large-scale system implementations or go-lives
• Prior remote or distributed support team experience