Service Desk Tech II - IT

Service Desk Tech II - IT

Alsip, IL, USA
Req #3397

Wednesday, November 20, 2024

Griffith Foods is a global manufacturer of food products. We provide a wide range of taste and texture components for food industry customers throughout the world. Our products include seasoning blends, dry mixes, coating systems, dough blends, crumbs, flavors, sauces and food bases that are used in an extensive variety of application from snack foods and processed meat and poultry to ready meals. Our customers include food processors, restaurant operators and grocery retailers. While our name may not be familiar to consumers, our products are key components of foods offered by many of the world's best-known companies.

Location: Hybrid (Alsip & Home)

Summary: As part of the User Services group this position will support Griffith Foods of Alsip with the procurement, setup, installation and maintenance of computer hardware and software for Griffith's user community.

Essential Duties & Responsibilities:

• Reports directly to the North America Service Desk Manager on an ongoing basis and communicates all relevant matters pertaining to IT.
• Support global standardization - asset management, service desk software, incident and problem management, service catalog. SCCM 2012 imaging preferred.
• Support daily Service Desk responsibilities to ensure performance standards, objectives, policies, and best practices are achieved. Lead by example and drive exceptional customer service.
• Performs installation, maintenance and repair of desktop, laptop computers and peripherals.
• Identification of hardware, software and network technical problems and malfunctions related to the user and server environment in the US locations.
• Participates in various IT projects intended to continually improve/upgrade the infrastructure.
• Engages global IT infrastructure team to support server infrastructure (troubleshooting, upgrades, and maintenance).
• Engages with US Service Desk team to support and assist customers in the US locations.
• Engage, support, and in some cases lead (as designated) projects related to user services and infrastructure (locally and globally).
• Expected to assist the Service Desk with first & second level triage, resolution, or assignment of user incidents and problems.

• Logs and tracks calls using Service Desk tool and maintains history records and related problem documentation.
• Complete root cause analysis of incidents and problems, document resolution, and update the change management process.
• Contacts software and hardware vendors to request service regarding defective products.

Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

• Support and assist in Active Directory administrative tasks. Knowledge of GPO configurations preferred.
• Installs and supports desktop end-user applications including Microsoft Office, Outlook, Internet Explorer, ERP and any other user specific applications.
• Ensures current virus protection software is installed and updated regularly.
• Maintains up-to-date documentation of hardware and software installation procedures and problem solutions.
• Helps configure, install, and maintain necessary server/client hardware/software to provide a suitable environment to run production applications.
• Tracks and manages hardware and software inventory.
• Continuously strives to improve client support, identifying opportunities and recommending solutions for improving service efficiency and effectiveness.
• Continually strives to improve IT user satisfaction ratings by providing exceptional customer service to all levels of the user community.
• Ensures corporate policies and procedures for acceptable computer hardware and software usage are properly implemented and adhered to. Reports on any issues to appropriate authorities.
• Ensures confidentiality and reliability of corporate data, proprietary information and intellectual property.
• Keeps abreast of new computer-related technology by attending workshops and training sessions.
• Participates in special projects, other duties or tasks that may be assigned as required.
• Ensures the health, safety, cleanliness, and security of the work environment and compliance with all product safety, legality and quality requirements.
• Understands and complies with all company policies and procedures.
• Accepts after-hours calls for support.

Qualifications:

• Associates degree; Bachelor's degree preferred.
• Minimum 2-3 years of related experience in PC/desktop management.
• Microsoft or A+ certifications are a plus.
• HDI certification a plus.
• Incident ticketing software knowledge.
• Windows OS, anti-virus software, Microsoft Office Applications installation, and configuration knowledge.
• Technical knowledge and aptitude in the areas of networks, network topologies, PC/laptop/tablet workstations (configuration and connectivity), network file servers, and troubleshooting techniques.
• Positive and customer-centric attitude.
• Intermediate-to-advanced understanding of the following technologies:

• SCCM knowledge for image creation and deployment.
• SharePoint basic user and administrative knowledge.
• Internetworking architectures and home configuration.
• Working knowledge of Cisco VOIP phone configuration.

#LIDNI

EQUAL EMPLOYMENT OPPORTUNITY

Griffith Foods believes that all persons are entitled to equal employment opportunity. Griffith Foods does not discriminate against qualified employees or applicants because of the following actual or perceived characteristics: race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, physical or mental disability, genetic characteristic or information, AIDS or HIV status, order of protection status, marital status, military or veteran status, unfavorable discharge from military service, or any other status protected by federal, state, or local law. Equal employment opportunity will be extended to all persons in all aspect of the employer-employee relationship, including recruitment, hiring, participation in benefit programs, training, promotion, transfer, discipline, layoff, recall, and termination.

In carrying out our commitment to equal employment opportunity, Griffith Foods will make reasonable accommodations for applicants and employees with known disabilities unless doing so would result in an undue hardship, safety, and/or health risk. Applicants and employees requiring reasonable accommodations must notify Human Resources.

Other details

• Job Family
  IT Administration
• Job Function
  Administration
• Pay Type
  Salary
• Min Hiring Rate
  $49,371.00
• Travel Required
  No
• Required Education
  Associate Degree

Apply Now

• Alsip, IL, USA

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