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IT Support Specialist
3 months ago
Aspire Bakeries is a prominent North American baking enterprise specializing in frozen baked goods. Our diverse food offerings include breads, artisan breads, buns, cookies, donuts, muffins, and pastries from cherished brands. With a network of 13 bakeries across North America, we are dedicated to fostering innovation, anticipating consumer trends and flavors, and surpassing our customers' expectations. At Aspire Bakeries, we uphold the values of Integrity, Ownership, Customer Focus, Creativity, and Care to ensure we deliver on People Safety, Food Safety, Quality, and Collaboration.
The role of IT Support Specialist involves the development, administration, and maintenance of Aspire Bakeries' desktop, laptop, and peripheral systems. This position is crucial in providing a stable, reliable, and secure platform for our internal stakeholders, addressing second-level requests and incidents, and assisting in the identification and resolution of issues and outages, escalating when necessary. The IT Support Specialist will frequently serve as the primary face-to-face contact for many Aspire Bakeries team member interactions, necessitating a strong customer focus and responsiveness to the business needs of our team members.
Key Responsibilities:
- Oversee the ticketing system escalation queue and individual ticket statuses to ensure prompt and efficient customer service support. Escalate tickets as needed to uphold IT Service Level Agreements and maintain a quality customer experience.
- Respond to incoming calls, e-mails, 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 thorough records of customer interactions, work performed, and resolutions.
- Conduct detailed troubleshooting of escalated requests, incidents, and problems. Document recurring activities, incidents, and their resolutions for sharing with other IT Team members, Business, and Vendors. Provide status reports and document recurring activities as required.
- Manage hardware: imaging, cataloging, setup, shipping/delivery, archiving, and disposal.
- Assist with the requisition, purchasing, installation, and setup of software and peripherals.
- Support remote IT Team members in troubleshooting and maintaining the computing environment within the facilities covered by the Bakery Desktop Support site region.
- Contribute to IT Projects, Assignments, and Initiatives.
- Provide IT support in various areas as necessary.
- Conduct periodic visits to primary supported sites, performing visual inspections of all IT assets. The Tech Support should be well-acquainted with the status of all IT equipment in their primary site region.
- Execute preventive and corrective maintenance tasks based on IT equipment specifications and internal IT documentation.
- Generate and maintain relevant IT Infrastructure bakery documentation.
Qualifications:
- BS degree in computer science, information technology, a related discipline, 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, intranet and internet research, network monitoring tools, and triage and escalation guidelines.
- Understanding of desktop & laptop hardware and peripherals, including installation, troubleshooting, maintenance, and repair.
- Knowledge of Windows Active Directory environment, Windows file and folder permissions, and Windows group policies.
- Experience with printer and peripheral setup and troubleshooting.
- Local travel may be required approximately 0%-25%.
We appreciate every applicant's effort in submitting their resume; however, only candidates selected for interviews will be contacted. 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 should communicate their required accommodations in advance.
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