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 Specialist About the Company Shields, 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 For Serve as the primary frontline IT support resource for employees Manage and respond to help desk tickets, prioritizing issues based on urgency and business impact Provide day-to-day desktop and end-user support Laptops, desktops, printers, peripherals Password resets and account access Troubleshooting Microsoft applications and operating systems Support onboarding and offboarding activities Hardware provisioning User account setup and training Assist with office moves, closures, and equipment transitions Support Microsoft-based environments Microsoft 365 administration Local Active Directory user and group management Help maintain and improve the ticketing system and workflows Participate in ERP-related activities, including system testing during migrations or upgrades Assist with basic networking tasks such as switches, wiring, and connectivity troubleshooting Contribute to improving internal IT documentation, processes, and user experience Technology Environment Microsoft 365 Local Active Directory Ticketing 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 environments What We’re Looking For Strong communication skills, both verbal and written A customer-service mindset with the ability to support non-technical users patiently and clearly IT generalist experience in a small to mid-sized organization Comfort working in an environment with evolving processes rather than rigid structures Ability to manage workload independently and adapt to shifting priorities Curiosity and willingness to learn new systems, tools, and technologies Practical, hands-on troubleshooting skills rather than a purely theoretical background Preferred Experience and Skills Experience working in environments without large, formal help desk teams Familiarity with ticketing systems and workflow improvements Exposure to ERP implementations or system testing Basic knowledge of security concepts (PCI awareness a plus) Experience or interest in automation, APIs, or integration tools SharePoint administration experience is a plus Telephony or phone system experience is a plus What Success Looks Like in This Role Employees experience faster, clearer, and more consistent IT support Help desk volume is managed proactively rather than reactively Ticketing workflows and documentation improve over time IT leadership gains capacity as day-to-day support is handled effectively The role grows alongside the organization, taking on increased ownership where appropriate Why This Role Is Unique This 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.