Help Desk Specialist - Livonia, United States - Mastronardi Produce

Description

MUST BE ABLE TO WORK ON SITE IN LIVONIA, MI

Mastronardi Produce pioneered the commercial greenhouse industry in North America, and we're now the leading greenhouse vegetable company on the continent. Our award-winning, flavorful produce is packed under the SUNSET brand and is available at leading grocery retailers across North America. Family owned for over 65 years, we pride ourselves on having the most flavorful products and the best people in the industry. We are constantly pushing boundaries to be a leader in fresh produce innovation. We seek individuals that demonstrate our PRIDE values (Passion, Respect, Innovation, Drive, Excellence) to help us fulfill our mission to inspire healthy living through WOW flavor experiences.

Our Livonia facility is currently seeking a Site Engineer to join our Information Technology team. The essential function of the Site Engineer is to provide IT support for business operations at his or her home site and beyond. This role ensures that the local and remote business systems remain online and running optimally, and that the company's end-users can accomplish any business computing tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide support using remote control software over the phone at multiple facilities and/or in-person, hands-on help at the desktop level. Taking ownership of his or her home site, including knowledge of operational practices or procedures, developing redundancy plans, building strong relationship with business leaders, defining and adopting best practices, and recommending improvements to better support the business community.

Primary Responsibilities:

Operational Management

• Act as an escalation point for advanced or difficult incident/requests to IT Operations
• End User Systems - laptop, desktop and mobile device setup, management, and maintenance
• Systems – server and network setup, management, and maintenance
• Document Imaging – Office and production label printer proactive maintenance and repair
• Microsoft Active Directory - user, group and computer object administration, including Group Policy
• Microsoft Office 365 - account provisioning, de-provisioning and maintenance
• Windows Server – Setup, management, security, and maintenance
• Datacenter Operations – VMWare, Virtual Networking, monitoring and maintenance
• Respond to telephone calls (both during business hours and after hours as required), email and help desk requests for technical support
• Build rapport with Mastronardi Produce business computing end-user community
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Create and maintain documentation for his or her home site and remote locations or applications
• After-hours support as required. A mobile phone will be provided.
• Some travel may be required (infrequent)

Strategy & Planning

• Work with business users to plan for changes that could impact our network infrastructure
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Alert management to emerging trends in incidents

Acquisition & Deployment

• Assist in IT asset tracking & management of computers and peripherals, and telephony equipment
• Assist in setup and imaging of new computers
• Assist in setup of new server or networking equipment for his or her home site
• Assist in software releases and PC Refresh roll-outs according to company's IT Management best practices
• Interface with application vendors as needed to resolve specialized issues

Knowledge, Skills, and Abilities Required:

Education

• High School Diploma or equivalent required
• Bachelor's degree in the Computer Science, Information Systems, or related field preferred
• Industry certification (e.g. MCP, MCDST, A+, MCSA, MCSE, CCENT, CCNA, etc) preferred.

Work Experience

• 5 to 8 years related work experience preferred
• Work experience in a JIT production environment preferred

Communication

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Ability to present ideas in user-friendly, business-friendly and technical language
• Fluent English and strong written and oral communication language skills. Spanish a plus.

Technical Knowledge

• Advanced Knowledge of computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers, servers, storage devices, and networking equipment
• Experience with desktop applications including the Microsoft Office Suite
• Experience with Server operating systems – Windows Server
• Experience with Desktop operating systems – Windows and Mac
• Experience with Cisco Networking devices
• Experience with Microsoft 365 and Azure
• Experience with virtualization (VMWare)

Personality

• Highly self-motivated, self-directed and keen attention to detail
• Proven analytical, troubleshooting, and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Excellent written, oral and interpersonal communication skills
• Ability to present ideas in business-friendly and user-friendly language
• Maintain high level of confidentiality with company information
• Complete a background and drug test screening

Working Conditions:

• Combination of refrigerated warehouse (20%) and office (80%) environment
• Lifting and transporting of moderately heavy objects, such as computers and peripherals. Must be able to lift up to 30 lbs. with or without accommodation
• Work schedule: Monday through Friday 8:00 a.m. - 5:00 p.m. and alternating Saturday on-call coverage (40-hours on-site work week). Some flexibility in hours.
• On-call and after-hours availability as needed and some holiday coverage
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. Cabling experience a plus.
• Will be expected to appropriately handle stressful situations, multi-tasking, and critical deadlines

We are pleased to offer the following Benefits:

• Paid weekly
• Medical, Dental, Vision, Life Insurance
• Paid time off and holiday pay
• Employee Engagement & Recognition Programs
• Opportunities for growth and advancement

Please note: Mastronardi Produce has accommodation processes and policies in place and provides accommodation for employees with disabilities. If you require a specific accommodation because of a disability or documented medical need, please contact the Human Resource office so that arrangements can be made for the appropriate accommodation to be put in place.