IT Support & Business Solutions Specialist

About Us: Echelon Supply and Service is a leading provider of premium industrial and hydraulic hose solutions for commercial and defense markets across North America. Since 1977, we've built our reputation on a customer-first approach, delivering quality products and exceptional support.

Headquartered in Liverpool, NY, we operate over ten locations in the U.S. and Canada, with recent expansion to the west coast. Our mission is to be North America's premier industrial and hydraulic hose supplier, empowering our customers' success through reliable, innovative products and outstanding service. Join us in shaping the future of industrial and hydraulic solutions!

About the Role
We're looking for someone who sees IT as more than fixing what's broken. In this role, you'll handle day-to-day technical support and get to know how the business actually works — including our ERP system, Prophet 21, which is at the heart of how we run sales, inventory, purchasing, and operations. You'll talk with people across departments to understand their workflows and spot where technology can make their jobs easier.
If you're curious, ask good questions, and like solving puzzles that mix tech, data, and people, this is a great place to start your career. You'll learn the tools, the systems, and the business — and we'll give you room to suggest improvements, not just execute tickets.

What You'll Do
Technical support and operations:
Provide day-to-day technical support for end users, onsite and remote
Troubleshoot hardware, software, and basic network issues to resolution
Manage and resolve tickets through Freshservice
Set up and deploy laptops, monitors, peripherals, and complete workstations
Create and manage user accounts in Microsoft 365, Entra ID, and Active Directory
Support mobile devices through Microsoft Intune (iOS and Android)
Run clean, consistent onboarding and offboarding
Document issues, resolutions, and procedures so the team gets faster over time
Escalate complex issues with clear context and reproduction steps

Prophet 21 (ERP) support and improvement:
Learn Prophet 21 inside and out — how sales, purchasing, inventory, warehouse, and accounting use it day to day
Provide first-line support for P21 users: login and access issues, basic configuration, user setup, printing and report issues
Help create and modify P21 users, roles, and permissions in partnership with senior IT
Support report requests, basic data lookups, and routine system tasks
Document common P21 issues and fixes so the next person solves them faster
Spot opportunities where small changes in P21 (or how people use it) could save real time
Partner with department power-users and senior IT on upgrades, integrations, and enhancements

Business partnership:
Get to know the people and processes in each department — what they do, what slows them down, where tech could help
Ask "why" when you see repeat issues, and propose fixes that address root causes, not just symptoms
Help evaluate and roll out new tools, working with end users to make adoption smooth
Train and coach users so they feel more confident with their technology and with P21
Surface patterns from tickets and conversations that point to bigger improvement opportunities
Partner with senior IT and department leads on projects that improve how the business runs

Tools & Technologies You'll Work With
ERP: Prophet 21 (Epicor P21) — our system of record for sales, inventory, purchasing, and operations
Productivity: Microsoft 365 — Exchange, Teams, SharePoint, OneDrive
Identity: Entra ID (Azure AD) and Active Directory
Device management: Microsoft Intune (MDM)
Ticketing: Freshservice
Remote support: ConnectWise RMM, GoTo
Networking basics: DNS, DHCP, VPN
Endpoint security: SentinelOne, Microsoft Defender

What We're Looking For
0–2 years of IT support, internship, or related hands-on experience
Bachelor's Degree in IT or similar
Working knowledge of Windows OS and standard troubleshooting workflows
Familiarity with the Microsoft 365 environment
A problem-solver's mindset — you're not satisfied with "it works now," you want to know why it broke and how to prevent it
Genuine curiosity about how a business operates, not just how its computers work
Strong communicator who can talk with warehouse staff, sales reps, and executives in plain English
Comfortable asking questions, listening, and learning from people outside of IT
Disciplined about following processes and documenting your work clearly
Coachable and motivated to grow in both technical and business skills, including learning a complex ERP system

Nice to Have
Any exposure to an ERP system (Prophet 21, SAP, NetSuite, Dynamics, Sage, etc.) — even as an end user
Comfort with data: writing basic SQL queries, working in Excel beyond the basics, or building simple reports
Experience with Intune or another mobile device management platform
Exposure to networking concepts or firewall basics
Understanding of cybersecurity fundamentals
Any experience improving a process, automating a task, or building something useful
Associate degree or relevant certification (CompTIA A+, Network+, or equivalent)

What Success Looks Like in This Role
Tickets are handled quickly, correctly, and closed with clear notes
End users across every department feel supported and confident with their tech and with Prophet 21
Workstations and accounts are provisioned cleanly and consistently every time
You build real working knowledge of P21 within your first 6–12 months
You can speak intelligently about what each department does and where IT and the ERP can help them
Repeat issues steadily decline because root causes are getting addressed
You bring forward ideas — small or large — for how IT and P21 can make the business run better

Echelon Supply and Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.