IT Systems and Applications Specialist (Tier 2)

Embark on an extraordinary journey with us at Innovative Skincare, home of the renowned iS CLINICAL cosmeceutical brand. We are not just about creating groundbreaking skincare products; we are about creating chemistry that extends beyond the lab – a dynamic synergy between our products and our people.

At Innovative Skincare, we believe in a unique formula: the perfect blend of professional expertise and cultural harmony. This philosophy fuels our brand’s continuous growth and empowers each member of our team. We are more than a company; we are a community bound by passion, dedication, and a deep love for what we do, crafting an atmosphere that is as vibrant and energizing as our products.

Who we are: Discover a world where skincare innovation meets scientific excellence at Innovative Skincare, a globally acclaimed leader in high-performance cosmeceuticals. Our journey is rooted in the relentless pursuit of creating skincare products that are not only effective but transformative. At the heart of our brand is the iS CLINICAL line, renowned for its fusion of nature’s finest ingredients with cutting-edge science. We are driven by a deep understanding of skin biology and a passion for unlocking the secrets of skin health and rejuvenation.

Our ethos is built on the pillars of innovation, integrity, and excellence. Our team members at Innovative Skincare are part of a company that is shaping the future of skincare, where your work contributes to the well-being and confidence of people globally. Join us and be a part of this exciting alchemy where your talent meets our vision, creating a world of pure chemistry!

ROLE:

The Tier 2 Tech & Business Applications Support Specialist is an onsite role supporting both end-user technical issues and the day-to-day operations at our Mesa, AZ facility. The role will be responsible for managing critical business platforms, including ERP, WMS, Shopify, and project management tools such as Smartsheet.

Reporting to the Director of IT, this role blends Tier 2 technical troubleshooting with configuration, user support, and administration across a portfolio of enterprise systems. The position is onsite and part of the broader helpdesk and ERP/Data team. 

DUTIES/RESPONSIBILITIES:

Technical Support (Tier 2 Focus): 

• Provide Tier 2 onsite and remote support for hardware, software, printers, EDR, mobile devices, and system access issues in Windows and Mac environments. 
• Troubleshoot and resolve escalated helpdesk issues while ensuring timely communication and follow through with end users. 
• Support onboarding, offboarding, device provisioning, and user access management aligned with IT security standards. 
• Document incidents, resolutions, recurring issues, and SOP updates within the ticketing and knowledge management systems.  
• Coordinate with external vendors and internal IT teams for issue escalation and resolution.  
• Assist with endpoint management, patching validation, and operational support initiatives. 

Business Applications Administration Support: 

• ERP, WMS (Microsoft Dynamics GP): Support daily operations, help troubleshoot application issues, and assist with monthly and year-end system activities. Assist users with troubleshooting business application issues, data discrepancies, workflow support, and system navigation. 
• Shopify: Support ecommerce operational activities including order flow monitoring, basic storefront troubleshooting, and coordination with Platform Engineering for advanced platform issues. Smartsheet/Project Tools: Collaborate with business stakeholders to track, coordinate, and support IT-related project plans and system rollouts. 
• Power BI, Sharepoint & Reporting: Assist with report generation, dashboard support, and operational data validation using Power BI and related reporting tools.  

System Coordination & Integration Support: 

• Support data consistency across integrated systems (e.g., ERP, WMS, Shopify). 
• Escalate system integration issues for resolution while documenting patterns. 
• Collaborate with cross functional departments including Operations, Accounting, Customer Care, Ecommerce, and Sales to support business continuity and process improvements. 
• Participate in the testing and validation of updates or patch cycles. 

Training, Documentation & Compliance: 

• Assist with user training on supported systems and tools. 
• Maintain system documentation and knowledge base articles and suggest additions based on common user issues. 
• Support user access management aligned with IT security best practices.  
• Perform other duties and operational support tasks as assigned. 

REQUIRED SKILLS/ABILITIES:

• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience.  
• 2–5 years of experience in Tier 2 technical support or business applications support roles. 
• Experience supporting warehouse, manufacturing, or operations environments is a plus.
• Salesforce Administrator Certification or Trailhead Superbadges a plus. 
• Experience supporting ERP systems (Microsoft Dynamics GP preferred). 
• Familiarity with reporting tools (Power BI, SharePoint). 
• Exposure to automation platforms and light scripting. 

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting, standing, and walking in warehouse and office environments.
• Ability to lift up to 30 pounds as needed (e.g., equipment, printers).
• Ability to move throughout the facility to provide onsite support.

Our company is dedicated to providing equal employment opportunities and embraces diversity and inclusion in our workplace. All eligible candidates will be considered for employment without bias towards their race, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, or veteran status.

Benefits: Dental, Vision, Health, 401k, Paid Time Off, HSA, FSA