This role owns the day-to-day IT support experience at Van-Packer and partners across the company on our business systems. The right person keeps our existing setup (networks, printing, endpoints) reliable while helping push toward modern, paperless, cloud-based ways of working, including using AI where it makes sense. You'll work alongside our managed service provider (MSP) on support today, with the goal of bringing more in-house over time. Equal parts dependable problem-solver and change champion. We care as much about ownership and fit as we do about any single technology on the list.
Primary Responsibilities
- Day-to-Day IT Support: Be the go-to person for user issues across hardware, software, accounts, printing, and connectivity. Own the ticket queue and see issues through to resolution.
- MSP Partnership: Work with our managed service provider on tickets and escalations, and gradually take on more support in-house to reduce our dependency on outside help where it makes sense.
- Network & Endpoints: Help keep the network, wireless, and end-user devices running smoothly across the office and shop.
- Support the Old, Champion the New: Keep legacy workflows (printing, local network dependencies) dependable for the people who still rely on them, while leading the shift toward paperless processes, cloud services, and modern tools.
- AI Enablement: Help identify where AI tools can improve workflows and support their rollout across the company, while establishing guardrails for secure and appropriate use (data handling, acceptable-use practices, tool vetting).
- ERP & Business Systems: Partner with the Director of Business Systems & Marketing and other stakeholders (Technical Solutions, Finance, Operations, Sales) on the Odoo ERP implementation and ongoing systems support.
- Security & Identity: Help manage accounts, access, and MFA, and support backups and patching so the basics stay covered.
- Documentation: Keep clear records of systems, configurations, and recurring fixes so knowledge doesn't live in one person's head.
Required Qualifications & Skills
- Ownership Mentality (Must-Have): Self-directed, sees problems through, and follows up without being chased. This is the biggest one.
- Broad IT Support Experience: Solid troubleshooting across help
desk, networking, and endpoints in a real-world environment.
- Cloud & Identity: Working knowledge of Microsoft 365 and identity/security fundamentals (MFA, permissions).
- People Skills: Patience and clear communication with users at every comfort level. We have folks who still print, and that's fine.
- Change Champion: Real interest in moving an organization toward modern, paperless, cloud-based, and AI-assisted tools, and the tact to bring people along rather than force it.
Bonus (Not Required)
- Manufacturing / Shop-Floor Systems: CNC, OT, or shop-floor technology experience. For a candidate who brings this, the role can expand to include manufacturing systems support. It's
genuine upside, not a requirement.
- Scripting/automation (PowerShell or similar).
- Prior Odoo or comparable ERP experience.
