Information Technology Support Specialist

Shields, Harper & Co. has retained Armanino to lead the search for their IT Support Specialist.We look forward to hearing from you!IT Support SpecialistAbout the CompanyShields, Harper & Co. is a 100+ year‑old, employee‑owned distributor serving the fuel systems, EV charging, and convenience retail industries. With significant recent growth—including multiple acquisitions—Shields Harper is building a modern, efficient, and scalable IT function to support a rapidly expanding multi‑entity environment.About the Role We are seeking a hands-on, solutions-oriented IT Support Specialist to serve as a key member of our internal technology team. This role is critical to supporting day-to-day technology needs while helping the organization scale its systems, processes, and internal IT experience. This position is ideal for an IT generalist who enjoys working closely with end users, managing a high-volume help desk environment, and improving how IT supports the business. While the immediate focus is desktop and user support, the role offers long-term opportunity to take ownership of systems, processes, and tools as the company continues to grow.What You’ll Be Responsible ForServe as the primary frontline IT support resource for employeesManage and respond to help desk tickets, prioritizing issues based on urgency and business impactProvide day-to-day desktop and end-user support Laptops, desktops, printers, peripheralsPassword resets and account accessTroubleshooting Microsoft applications and operating systemsSupport onboarding and offboarding activities Hardware provisioningUser account setup and trainingAssist with office moves, closures, and equipment transitionsSupport Microsoft-based environments Microsoft 365 administrationLocal Active Directory user and group managementHelp maintain and improve the ticketing system and workflowsParticipate in ERP-related activities, including system testing during migrations or upgradesAssist with basic networking tasks such as switches, wiring, and connectivity troubleshootingContribute to improving internal IT documentation, processes, and user experienceTechnology EnvironmentMicrosoft 365Local Active DirectoryTicketing platform (Ninja preferred; experience with similar tools accepted)ERP systems, specifically Epicor Prophet 21 (P21)SharePoint (user permissions and basic administration)Windows-based end-user environmentsWhat We’re Looking ForStrong communication skills, both verbal and writtenA customer-service mindset with the ability to support non-technical users patiently and clearlyIT generalist experience in a small to mid-sized organizationComfort working in an environment with evolving processes rather than rigid structuresAbility to manage workload independently and adapt to shifting prioritiesCuriosity and willingness to learn new systems, tools, and technologiesPractical, hands-on troubleshooting skills rather than a purely theoretical backgroundPreferred Experience and SkillsExperience working in environments without large, formal help desk teamsFamiliarity with ticketing systems and workflow improvementsExposure to ERP implementations or system testingBasic knowledge of security concepts (PCI awareness a plus)Experience or interest in automation, APIs, or integration toolsSharePoint administration experience is a plusTelephony or phone system experience is a plusWhat Success Looks Like in This RoleEmployees experience faster, clearer, and more consistent IT supportHelp desk volume is managed proactively rather than reactivelyTicketing workflows and documentation improve over timeIT leadership gains capacity as day-to-day support is handled effectivelyThe role grows alongside the organization, taking on increased ownership where appropriateWhy This Role Is UniqueThis is not a rigid, siloed help desk role. The right person will have the opportunity to shape how IT support works, build better processes, and grow with a company that values technology as a strategic capability. While this is not a management role today, candidates with strong judgment, initiative, and leadership potential will thrive here.