IS/IT Support Specialist

IS/IT Oakland, California


Description

Dreyer’s Grand Ice Cream

IS/IT Support Specialist

Oakland, CA

 

Description of Responsibilities
This critical role will be the IS / IT lead for the Oakland, CA headquarters of Dreyer’s Grand Ice Cream (DGIC). The role will provide service and support to all headquarter based DGIC employees (75 in total) including hardware, software, network and communication systems.  He/she will be required to support meeting rooms with various technologies and be the “boots on the ground” for various companywide IT projects.  The desired candidate will have very high customer service, and collaboration skills and be comfortable working in a fast-paced, change-oriented environment. He/She will play a critical role in enabling and supporting the planned move from an existing SAP ERP system (Nestle platform) to a JD Edwards ERP system employed globally by Froneri in Q4 of 2022. This will impact many smaller local applications which you will also need to support.

 

 Duties:

  • Provide technical assistance and support for all headquarter based employees
  • Root-cause Analysis of Problems and Follow-up.
  • Meeting Room support of events, troubleshooting devices and configurations, proactive monitoring, and more!
  • Imaging computers, QA post-build validation, and break-fix repair.
  • Manage HP and iOS devices computer hardware assets, repair and iOS device management.
  • Receiving and unboxing of computer equipment.
  • Support all projects and initiatives related to the SAP to JDE transition as they relate to the Oakland campus.
  • Measure and continuously improve customer satisfaction.

 

Requirements:

  • 2+ years of IT Experience supporting end users
  • Ability and desire to support a fast-paced high-energy business
  • Ability to communicate across all levels of the organization (including executive)
  • Outstanding and proven customer service skills
  • Strong critical thinking and decision-making skills
  • Sense of humor, healthy interpersonal skills, and a “can do” positive attitude


Required Skills:

  • Manage, coordinate, and supervise daily IT services for approximately 75 users
  • HP Printer & MFP maintenance and troubleshooting
  • Mobile device (iOS & Android) configuration, troubleshooting & MDM management
  • Windows 10
  • Microsoft 365 ProPlus and Microsoft 365 Cloud Solution – all apps including Outlook, Teams, Skype for Business, SharePoint, OneDrive, Planner, Power Automate, Forms, and Power Bi.
  • Working knowledge of common global enterprise tools including; PC-to-PC remote support solutions, VPN client software, Microsoft Tools (e.g., Active Directory, PowerShell, Computer Management)
  • Client-side network configuration and troubleshooting in a broad range of environments (i.e., corporate LAN/WLAN, home routers, mobile broadband/WWAN/hotspots)