"Alerted.org

Senior IT Support Specialist

Location Stoughton, WI

Who WE Are

We are a leader in the specialty cheese industry serving our consumers by crafting and importing the best cheeses in the world while caring for our employees and our communities.

Who YOU Are

You strive for excellence in your area of expertise and are proud to work at a company producing premium products. You are passionate about continuous improvement, enjoy bringing creativity to your work, and are excited to blaze new trails to grow and improve our business. You foster a positive and rewarding workplace culture by valuing flexibility, work-life balance, and team development while inspiring team members to achieve their full potential.

If this sounds like you, we want you to consider joining Emmi Roth!

Job Summary

The Senior IT Support Specialist provides support to end users on a variety of computer and software related issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors IT problems to ensure a timely resolution.

Essential Duties and Responsibilities

• Documents and coordinates service requests for all levels of the organization using GLPI IT Ticketing System, escalates tickets as appropriate per department procedures, and insures timely close out of tickets.

• Provides phone support, remote, and on-site research, troubleshooting, and incident resolution for hardware and software issues either in person or using remote software during and after regular business hours.

• Provides assistance to new hires with set up and ordering of equipment based on established processes and ordering guidelines.

• Assists users in identifying hardware/software needs and provides advice regarding current options, policies, and procedures.

• Performs basic to intermediate troubleshooting to isolate and diagnose IT problems on desktop equipment, and peripherals.

• Installs, configures, and supports Windows 7 - 10, Apple Mac, MS Office products, Adobe, and other IT related applications.

• As instructed by the Director of IT, researches solutions for known issues, makes recommendations for solutions, and then implements the selected solution based on the decision of the Director of IT or other IT department members.

• Monitors system performance and notifies assigned Administrator of any issues.

• Configures and maintains company issued wireless mobile devices, including but not limited to Androids and iPhones.

• Instructs ER USA Users in use of equipment, software, and related peripherals.

• Documents technical processes and troubleshooting guidelines. Documents end-user frequently asked questions about computer systems or programs and publishes on Intranet as guidelines for the entire organization.

• Completes all corporate requirements in accord with ERUS Information Technology policies.

• Maintains inventory of computer equipment and peripheral parts.

• Maintains systems back-up and restore protocol.

• Maintains Active Directory user accounts, permissions, email, anti-virus, anti-spam.

• Manages VOIP phone extension provisioning.

• Performs other duties as required and assigned.

• Completes all assigned training on time.

• Attends staff and department meetings, providing status reports on GLPI support tickets.

• May be required to work various hours and, if deemed necessary, occasional weekend and after hours support.

• Reports any and all injuries to your supervisor or manager at the time of injury.

• Adhere to ERU food safety policies and all government food safety and sanitation regulations (ex. FDA, HACCP, GMP, OSHA)

Qualifications

• Minimum of 3-5 years experience working in the IT industry.

• Associate’s Degree in an information technology related field or equivalent experience

• Preferred Certifications: A+, Network+, MCSA

• Systems: Windows OS, 2007-10, Server 2008 -12, Cisco Systems, Linux, Microsoft SQL Server, Microsoft Exchange.

• Understanding of networking: Switches, Hubs, Servers, LAN, WAN, VPN, TCP/IP, DNS, VoIP

• Ability to communicate in a professional manner, both in writing and verbally

• Prior experience supporting, implementing and/or administering environments and applications such as Microsoft, Linux, MAC, Windows Active Directory and Group Policies

• Works well both alone or in a team setting

• Strong analytical abilities to trouble shoot and resolve issues using a customer oriented approach in both a professional office and manufacturing environment.

• Excellent written and verbal communication skills

• Experience with various other software (MS Office, Adobe)

• Ability to work in a fast paced environment

• Ability to multi-task and prioritize under pressure

• Ability to work in cross-functional teams

• Detail-oriented nature

• Ability to work with minimum supervision while adhering to department guidelines, processes, and procedures

• History of good attendance

• Ability to occasionally travel between facilities (biweekly) and respond to help desk tickets outside of regular business hours.

The Best Cheese Moments are EMMI ROTH Moments!

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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