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IT Support Specialist
3 months ago
Aspire Bakeries is a prominent North American baking enterprise specializing in high-quality frozen baked goods. Our diverse product range features breads, artisan breads, buns, cookies, donuts, muffins, and pastries from well-known brands. With a network of 13 bakeries across North America, we are dedicated to fostering innovation, anticipating consumer trends, and surpassing customer expectations. Aspire Bakeries upholds the principles of Integrity, Ownership, Customer Focus, Creativity, and Care to ensure the highest standards in People Safety, Food Safety, Quality, and Collaboration.
The role of IT Support Specialist is essential for the development, administration, and maintenance of Aspire Bakeries' desktop, laptop, and peripheral systems. This position aims to provide a stable, reliable, and secure environment for our internal stakeholders, addressing second-level requests and incidents while identifying and resolving issues, escalating when necessary. The IT Support Specialist often serves as the primary face-to-face contact for many interactions with Aspire Bakeries team members, necessitating a strong customer focus and responsiveness to their needs. This role is also responsible for preparing and processing hardware for our users, including imaging, cataloging, preparing, shipping/delivering, archiving, and conducting new user training. Additionally, the IT Support Specialist facilitates collaboration among various IT Teams, Business units, and Vendors concerning regional projects and initiatives.
Key Responsibilities:
- Oversee the ticketing system escalation queue and individual ticket statuses to ensure prompt and efficient customer service support. Escalate tickets as necessary to uphold IT Service Level Agreements and maintain a quality customer experience.
- Respond to incoming calls, emails, instant messages, and walk-up requests for IT Client Services, incident reports, and issues.
- Document and update all requests and reports in the ticketing system, ensuring accurate records of customer interactions, work performed, and resolutions.
- Conduct thorough troubleshooting of escalated requests, incidents, and problems. Document recurring issues and their resolutions for sharing with other IT Team members, Business units, and Vendors. Provide status updates and document recurring activities as needed.
- Manage hardware processes including imaging, cataloging, setup, shipping/delivering, archiving, and disposal.
- Oversee the requisition, purchasing, installation, and setup of software and peripherals.
- Assist remote IT Team members in troubleshooting and maintaining the computing environment within the supported facilities.
- Contribute to IT Projects, Assignments, and Initiatives.
- Provide IT support in various areas as required.
- Conduct periodic visits to primary supported sites, performing visual inspections of all IT assets and familiarizing oneself with the status of all IT equipment in the region.
- Execute preventive and corrective maintenance tasks based on IT equipment specifications and internal documentation.
- Generate and maintain relevant IT Infrastructure documentation.
Qualifications:
- Bachelor's degree in computer science, information technology, or a related field, or equivalent experience.
- 3-5 years of relevant work experience in a role focused on providing IT technical support and customer service.
- Advanced knowledge of Microsoft Windows Desktop Operating Systems, MS Office, and MS Windows Applications, including installation and administration.
- Familiarity with IT Support operations: Ticketing systems, incident and request classification, remote control tools, and network monitoring tools.
- Understanding of desktop and laptop hardware and peripherals, including installation, troubleshooting, maintenance, and repair.
- Knowledge of Windows Active Directory environment, file and folder permissions, and group policies.
- Experience with printer and peripheral setup and troubleshooting.
- Local travel may be required, approximately 0%-25%.
We appreciate the time and effort of all applicants in submitting their resumes. Our organization is committed to promoting the independence, dignity, integration, and equality of opportunity for persons with disabilities by ensuring the accessibility of our facilities and services. Accommodations are available for all parts of the recruitment and selection process. Applicants are encouraged to communicate any required accommodations in advance.
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