IT Support Specialist

About ERMCO​

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

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 a trusted partner in delivering resilient, sustainable power infrastructure for the future.

Job Summary:
As an IT Support Specialist for our company in the distribution transformer industry, you will be the first line of support for our IT infrastructure, providing timely and effective solutions to hardware, software, and network issues. This role requires a blend of technical expertise, problem-solving skills, and excellent communication abilities. You will play a critical role in maintaining the operational efficiency of our IT systems, ensuring that all employees have the support they need to work effectively.

Key Responsibilities:

• Deliver exceptional customer service as the first point of contact for all IT-related inquiries, including hardware, software, and network issues, ensuring a positive and supportive user experience.
• Efficiently troubleshoot technical issues to resolution, escalating complex problems to senior IT staff.
• Log all help desk interactions and track issue resolution progress in the help desk management system.
• Escalate complex issues to senior IT staff, maintaining open communication with the user throughout the resolution process.
• Provide user support for common office software applications, email, and operating systems.
• Assist with the setup, configuration, and maintenance of IT equipment, including computers, printers, and mobile devices.
• Maintain IT documentation, including help desk tickets, solutions, and user guides.

Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field; or 4 years of experience.

• 1-2 years of experience in an IT help desk or technical support role.
• Proven track record of troubleshooting and resolving technical issues.
• Experience with Windows environments, Microsoft Office applications, and help desk software.
• Familiarity with basic network concepts (e.g., TCP/IP, LAN/WAN, DHCP, DNS).

• Problem-solving and analytical skills.
• Customer service-oriented mindset.
• Ability to work well under pressure and manage multiple priorities.
• Patience and a customer-focused attitude.
• Willingness to learn new technologies and stay updated with current IT trends.
• Team player with the ability to also work independently.
• Detail-oriented with a commitment to documentation and processes.

Join ERMCO and TRANSFORM your career!