Job Description

About Us

Established in 2001, MES is the nation’s largest provider of PPE, fire apparatus, uniforms, and services to first responders. With over 25 locations, MES is the most trusted source of equipment and service for firefighters, law enforcement, and EMTs. Our dedicated team of over 300 sales representatives and certified service technicians allows us to bring unparalleled quality and service to our industry. MES supports its customers with innovative digital commerce solutions and a nationwide warehousing system with three strategically located hubs that carry thousands of products representing the best brands on the market.

MES offers a great work environment, professional development, challenging careers, and competitive compensation. MES is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.

MES will only employ those legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a pre-employment screening.

We are seeking a dedicated onsite Help Desk Support Specialist to join our IT team. This role is responsible for providing technical support to end-users, administering company devices, supporting ERP users, and helping ensure the reliability, security, and efficiency of our technology environment.

The ideal candidate is customer-focused, technically proficient, and committed to delivering excellent service while supporting the organization's technology needs.

Technology Environment:

Microsoft 365, Microsoft Windows, Active Directory/Entra ID, NetSuite ERP, Android and iOS mobile devices, printers, remote support tools, and device management platforms.

Key Responsibilities

End User Support

• Provide Tier 1 and Tier 2 technical support for hardware, software, printers, mobile devices, and connectivity issues.
• Respond to support requests through the help desk phone line and ticketing system ensuring timely resolution of issues.
• Troubleshoot and resolve desktop, laptop, mobile device, and application-related problems.
• Assist users with account access, password resets, and general technology support.

ERP Support

• Provide first-line support for NetSuite ERP users.
• Perform user account setup and maintenance.
• Troubleshoot reporting, printing, data entry, and basic workflow issues.
• Document resolutions and escalate application defects or complex issues to the appropriate resources.

Device Management

• Configure, deploy, and support company laptops, desktops, tablets, and mobile phones.
• Manage user accounts and device assignments.
• Assist end-users with initial device setup and application access.
• Maintain accurate device inventory and asset tracking records.
• Ensure devices remain updated with current operating systems, firmware, security patches, and approved software.

Security and Compliance

• Support and enforce company security policies and procedures.
• Assist with device security configurations and compliance initiatives.
• Conduct periodic audits to verify systems and devices are functioning securely and efficiently.
• Recommend hardware, software, and process improvements based on industry best practices.

Documentation and Reporting

• Maintain accurate records of support requests, troubleshooting steps, resolutions, device assignments, and inventory.
• Create and maintain support documentation and knowledge base articles.
• Track recurring issues, identify trends, and recommend process improvements.
• Prepare reports highlighting support metrics and opportunities for operational improvements.

Vendor Coordination

• Coordinate with vendors and service providers to troubleshoot issues, escalate problems, and facilitate warranty repairs or replacements.

Additional Responsibilities

• Participate in cross-functional projects and provide support for technology-related initiatives.
• Perform additional duties as assigned to support business operations.
• Occasional after-hours support may be required for critical incidents, system maintenance, or emergency business needs.
• Duties may be modified, expanded, or reprioritized over time to meet evolving business requirements.

Requirements

Required

• Proven experience in an IT help desk, technical support, or similar role.
• Experience supporting Windows operating systems and Microsoft Office applications.
• Strong understanding of mobile devices, operating systems, and device management platforms.
• Experience troubleshooting hardware, software, network connectivity, and end-user support issues.
• Proficiency with help desk ticketing systems and remote support tools.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Customer-focused approach with a professional, patient, and service-oriented attitude.
• Ability to lift and move equipment weighing up to 40 pounds and possess a valid driver's license for occasional inter-site support.

Preferred

• Experience supporting NetSuite ERP.
• Experience with Microsoft 365 administration, Active Directory, or Entra ID.
• Familiarity with mobile device management (MDM) solutions.
• IT certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or ITIL Foundation.

Schedule

• Full-time
• 8-hour shift
• Monday to Friday
• No weekends

Experience

• Microsoft Office: 2 years (Required)
• Help Desk / IT Support: 3 years (Required)
• NetSuite ERP: 1 year (Preferred)

Location

• Dania Beach, Florida
• Candidates must be able to reliably commute to the office or relocate prior to starting employment.
• In Person

Benefits

• Medical, Vision and Dental insurance
• 401(k) and company matching
• Health Savings account and Flexible Spending account
• Life insurance
• Short & Long Term Disability insurance
• Employee Assistance Program
• Paid Time Off (PTO)
• Paid Holidays

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