IT Support Technician - Laurel, MD

IS/IT Laurel, Maryland


We’re starting a new chapter in our journey as Dreyer’s Grand Ice Cream, now part of Froneri. Having nearly 100 years of winning experience in the U.S with a robust portfolio of powerhouse brands that consumers know and love, and the backing of a global pure-play ice cream organization, we’re poised to accelerate growth.

Headquartered in the Bay area, a hub for up and coming food trends, we focus on both the future and the present. In both our offices and our factories, we are determined to overcome obstacles, learn from failure, and raise our game. With a renewed focus on frozen treats, our tight-knit team of ambitious innovators are fully immersed in the business and encouraged to flex and make decisions quickly. We are committed to pursuing every great idea, and delivering the best ice cream experience to our consumers, when are where they want it.

Unleash your potential at Dreyer’s Grand Ice Cream and discover what a sweet career has in store for you.

Main Purpose

Provide IT support for any issues that may arise across the local market. Ensure that production IT services are available for production lines and server infrastructure remains available to support all departments across the business.


Main Role and Activities:

  1. Prioritize support requests effectively to ensure compliance with agreed Service Levels
  2. Provide desktop support to all staff internally and externally
  3. Support the factory production/ warehouse equipment, systems and networks
  4. Analyze Problems and identify the root cause through coordination of internal and external support resources including the investigation of online knowledge bases and creating test environments to replicate any fault
  5. Escalate detailed support requests to senior teams where required
  6. Ensure that all support requests are kept up to date in the IT Service Management tool with all actions taken and detailed resolution notes
  7. Respond to critical incidents raised by internal 24-hour monitoring and alerting services outside of standard office hours (shared rota)
  8. Configure and maintain hardware and software as required
  9. Set up new users and the required equipment, including but not limited to:
  10. Laptop re-imaging
  11. Mobile Phone setup
  12. Desktop Phone configuration
  13. Active Directory user and group management
  14. Administer Office 365 users and groups
  15. Assist Global Infrastructure teams to configure and maintain Server and Network equipment
  16. Support liaison between the Global IT team and manufacturing business
  17. Maintain Server rooms and Communications cabinets to the agreed standard
  18. Meet Compliance objectives by ensuring all end user devices have; Anti-Virus protection, Bitlocker enabled and in-service Windows 10 versions
  19. Carry out Backup maintenance by checking backup job status, rotating and managing offsite tape storage
  20. Asses and conduct training on relevant systems and act as subject matter expert within the IT function
  21. Maintain equipment inventories, including conducting physical inventories of IT equipment
  22. Coordinate purchasing and installation activities for PC, Printer, Server and other infrastructure related solutions
  23. Point of contact for projects and implementations of factory IT initiatives related to IT infrastructure and system upgrades, including hardware and software version upgrades

  1. Respond to and resolve tickets within the agreed timeframe
  2. Acceptable Infrastructure and network availability
  3. Infrastructure backups are successful, and tapes are removed from site every week
  4. Acceptable compliance levels for Anti-Virus, Bitlocker and Windows 10 versions
  1. At least 2 years’ experience in an IT support role
  2. A high standard of interpersonal and communication skills, and the ability to handle confidential information
  3. Proven ability to adapt to a changing working environment with a flexible approach to working
  4. Excellent broad understanding of current and new IT concepts, technologies and trends
  5. Experience of working with IT Service Management tools
  6. Experience in all core Microsoft technologies including but not limited to:
    1. Windows 10
    2. MS Windows Server 2012+
    3. Office 365 Suite
    4. Active Directory
    5. NTFS security
    6. Remote Desktop Services
  1. A Level or equivalent qualification in IT Support or Infrastructure.
  2. Experience working within a manufacturing organization.
  3. Experience of supporting ERP Applications i.e. JD Edwards.
  4. Experience in administrating the following technologies:
    1. Veeam Backup and Replication
    2. Unifi AP’s
    3. MaaS360
    4. Mimecast

  1. Excellent problem solving and analytical skills.
  2. Strong verbal and written skills
  3. Comfortable to work with Executive level employees.
  4. Ability to work under limited supervision (part of a team, but frequently required to work independently).
Certification in any of the following vendors:
  1. Microsoft
  2. HP
  3. Cisco
  4. Veeam
  5. VMware
  6. ITIL v3 Foundation

Dreyer’s Grand Ice Cream Inc. is an equal employment and affirmative action employer and looking for diversity in qualified candidates for employment.