- Professional
- Bureau à Tucker
Serve as the first line of IT support for the company, utilizing the help desk system to organize, prioritize, and complete open items. Diagnose and resolve issues for multi-platform technologies, hardware, and software; implement strategies to prevent recurrence.
Essential Functions
• Manage and utilize the help desk ticketing system to provide support to all employees, covering locations throughout the US and Canada
• Organize ticket flow: priority, redirection, follow-up, and takeover
• Install, maintain, troubleshoot, and repair laptops, printers, desktop software, and other computer/network hardware
• Execute proper IT procedures for onboarding and offboarding employees
• Support business software applications, including Dynamics NAV, Dynamics GP, Office, SharePoint, etc.
• Provide end-user support for Office365 email system
• Manage user permissions for network resources and business applications
• Assist users with desktop software, hardware, and network resources
• Perform on-site and remote technical support
• Support on-call requirements as needed
• Respond to and resolve Level 2 escalations, including:
o Complex application issues (e.g., O365 sync issues, advanced SharePoint access)
o Printer server configurations and group policy deployment issues
o VPN and multi-factor authentication (MFA) support o Intermediate to advanced Active Directory tasks (e.g., OU moves, group nesting)
o Troubleshooting Windows update failures and OS-level errors
o Network drive mapping and access issues beyond basic permission resets
o User profile migration and data recovery during reimaging
• Create and update documentation and SOPs for the IT department
• Participate in various IT projects
• Comply with all food safety requirements, training, policies, and procedures
• Perform other job-related duties as assigned
Qualifications (Education, Experience, Competencies)
• 2-year associate’s degree and 1+ years of help desk experience
• Proven experience providing help desk and desktop support for laptops and PCs in an enterprise environment
• Strong experience using Windows 10, Windows 11, and Microsoft Office 365
• Solid understanding of basic and intermediate networking fundamentals (IP addressing, DNS, DHCP, VLANs)
• Experience working with Active Directory, including user and group management, OU structuring, and GPO configuration
• Hands-on experience supporting VPN connectivity and multi-factor authentication platforms (e.g., One Login, Duo)
• Experience managing and troubleshooting endpoint security tools (e.g., antivirus, encryption, EDR)
• Familiarity with printer servers, queue management, and driver deployments
• Experience with ERP Systems: Microsoft Dynamics (Navision, Great Plains) and SAP ECC/S4 desired
• Basic scripting or automation knowledge (e.g., PowerShell)
• Excellent communication and customer service skills; ability to present ideas and solutions in user-friendly language
• Ability to provide timely resolution for all end-user requests and perform root cause analysis for recurring issues
• Ability to approach duties, new ideas, processes, and differences in a constructive and positive manner
• Ability to work in a team-oriented, collaborative environment
• Ability to work cross-functionally, convey complex issues, and maintain confidentiality
• Ability to think quickly and handle frequent change
• Ability to organize, manage multiple priorities, and maintain high attention to detail in a fast-paced environment
• Self-motivated, goal oriented, quality driven, and capable of working independently with minimal supervision
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