Job Overview

The IT Support Specialist will provide maintenance of the computer desktop / mobile devices / phone / network environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. The specialist will be responsible for the administration and internal support of the Company's PCs, printers, servers, and related equipment.

Job Responsibilities

• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interact with user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Manage problem recognition, research, isolation, resolution and follow-up for routine user problems, escalating more complex problems to the next level of support.
• Log and track calls and maintain history records and related problem documentation.
• Prepare standard statistical reports, such as help desk incident reports.
• Analyze and evaluate incident reports and makes recommendations to reduce help line incident rate.
• Work with software and hardware vendors to request service regarding defective products.
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write or revise user training manuals and procedures.
• Facilitate new hire IT orientation and train users on software, phone system and hardware.
• Install personal computers, software, and peripheral equipment.
• Support phone system, cell phones and other mobile computing devices like tablets.
• Support end users, track licenses, and perform maintenance, upgrades and configuration.
• All GLC employees are expected to perform any assignment or job task according to the stated safety policies and procedures.
• All GLC employees are expected to produce our products in a manner that exceeds the quality and value expectation of our customers and consumers by adhering to Good Manufacturing Practices, Policies and Procedures outlined in our Safe Quality Food Program.
• Other responsibilities as assigned by the Manager.

Required Education and Experience

• Bachelor's degree in IT or commensurate experience.
• Experience with IT Helpdesk.
• Expert in Microsoft OS, MS Office and other desktop tools
• 10% travel required.

Preferred Education and Experience

• Bachelor's degree in IT or related field.
• Expertise in networking and switches.
• Certificates in Microsoft tools and CISCO tools.
• Windows experience.

Working Conditions

• Work is performed in an office setting.

• Occasional exposure to industrial operations including: temperature extremes from approximately 35°F to 100°F; noise levels in excess of 85 dB; moisture and moving machinery.

EEOC & Disclaimer

Great Lakes Cheese is an Equal Opportunity Affirmative Action Employer