Job Title: IT Support
Department: Information & Marketing
Reports to: Infrastructure Manager
The objective of the IT Support personnel is to provide end-user support for Empire Packing’s local users. The Support personnel will interact daily with plant personnel and works with the rest of the IT support team to address user requests and requirements. The Support personnel is primarily focused on end-user support but must also possess a basic understanding of entry level system administration functions.
ESSENTIAL JOB DUTIES:
Provides user support for production and administrative personnel at the site.
Performs system support primarily relating to PC’s and mobile devices.
Participates in after-hours support on-call rotation
Supports and assists the Infrastructure team as directed.
Performs basic network / server diagnostics and repairs as directed by the Infrastructure team
Assist with the maintenance, documentation, and testing of the site environment, as directed by the Infrastructure team, through a combination of periodic site assessments and guided procedures
Acts as the primary point of contact between end users and other IT teams.
Works with other team members to identify areas for improving user experience and efficiency
Responds to communications from all team members in a timely manner
Acts as a subject matter expert in software and systems required for operating an Empire Packing manufacturing site.
Assist other Support team personnel in maintaining accurate and up-to-date documentation of the site’s environment and supporting material that ensures that basic support tasks can be addressed by any member of the IT team
Assist Project Leads and Managers in accomplishing company-wide infrastructure and support tasks
Documents all work performed in the company’s internal support ticketing system.
May assume other duties as assigned.
High School Diploma or equivalent certification
Two or more years of experience supporting and installing Windows Desktop operating systems
Experience working in corporate environments preferred
Experience working in manufacturing environments desired
Industry certifications in MTA, CompTIA A+, MCTS/MCP Windows 7 or above preferred
Advanced knowledge and experience deploying and supporting Microsoft Office applications required (Office 2013 and above)
Basic understanding of TCP/IP networking principles
Experience deploying and maintaining Apple iOS mobile devices
Basic understanding of backup processes, software and hardware
Basic understanding of wireless networking concepts
Excellent troubleshooting and diagnostic skills
Ability to communicate effectively with users, over the phone and in person
Ability to provide direct support, as well as remote support using a variety of remote support tools
Ability to function autonomously, with minimal supervision
Excellent verbal and written communication skills, with the ability to explain technical issues in clear and understandable language
Ability to follow processes and procedures, as well as suggest improvements
Spanish language proficiency preferred
Sedentary office work, sitting for long hours
Must be able to hear average or normal conversations and receive ordinary information.
Must be able to frequently and regularly use wrists, hands, and or fingers.
Average, ordinary visual acuity necessary to prepare or inspect documents, products, or operate machinery.
Must be able to exert 10 lbs. of force occasionally throughout the day.
Typical office environment but must be able to work for limited periods in a food processing environment with high humidity and temperatures near or below freezing.