Service Desk Tech II

Job content

Griffith Foods is a global manufacturer of food products. We provide a wide range of taste and texture components for food industry customers throughout the world. Our products include seasoning blends, dry mixes, coating systems, dough blends, crumbs, flavors, sauces and food bases that are used in an extensive variety of application from snack foods and processed meat and poultry to ready meals. Our customers include food processors, restaurant operators and grocery retailers. While our name may not be familiar to consumers, our products are key components of foods offered by many of the world’s best-known companies.

Location: Lithonia, GA

Reports To : IT End User Services Manager – North America

Summary: As part of the NA End User Services group this position will support the North America Griffith Foods, Griffith Corporate, Griffith Worldwide and Custom Culinary with the procurement, setup, installation and maintenance of computer hardware and software for Griffith’s user community.

Essential Duties & Responsibilities

• Reports directly to NA IT End User Services Manager on an ongoing basis and communicates all relevant matters pertaining to IT.
• Support global standardization – asset management, service desk software, incident and problem management, service catalog.
• Support daily Service Desk responsibilities to ensure performance standards, objectives, policies, and best practices are achieved.
• Performs installation, maintenance and repair of desktop, laptop computers and peripherals.
• Identification of hardware, software and network technical problems and malfunctions related to the user and server environment.
• Participates in various IT projects intended to continually improve/upgrade the infrastructure.
• Engage, support, and in some cases lead (as designated) projects related to user services and infrastructure (locally and globally).
• Expected to assist the Service Desk with First & Second level triage, resolution, or assignment of user incidents and problems.
• Logs and tracks calls using Service Desk tool and maintains history records and related problem documentation.
• Complete root cause analysis of incidents and problems, document resolution, and update the change management process.
• Contacts software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Support and assist in Active Directory administrative tasks.
• Installs and supports desktop end-user applications including Microsoft Office, Outlook, Internet Explorer, etc.
• Ensures current virus protection software is installed and updated regularly.
• Maintains up-to-date documentation of hardware and software installation procedures and problem solutions.
• Helps configure, install, and maintain necessary server/client hardware/software to provide a suitable environment to run production applications.
• Tracks and manages hardware and software inventory.
• Continually strives to improve IT user satisfaction ratings by providing exceptional customer service to all levels of the user community.
• Ensures corporate policies and procedures for acceptable computer hardware and software usage are properly implemented and adhered to. Reports any issues to appropriate authorities.
• Ensures confidentiality and reliability of corporate data, proprietary information, and intellectual property.
• Keeps abreast of new computer-related technology by attending workshops and training sessions.
• Participates in special projects, other duties or tasks that may be assigned as required.
• Ensures the health, safety, cleanliness, and security of the work environment and compliance with all product safety, legality, and quality requirements.
• Understands and complies with all company policies and procedures.
• Accepts after hours calls for support.
  

Requirements

• Bachelor’s degree required.
• Minimum 3 years of related experience in general desktop troubleshooting with Windows operating systems and Microsoft Office applications.
• Windows OS, Symantec Anti-Virus software, Microsoft Office Applications, Microsoft Outlook and Active Directory experience.
• Ability to install and troubleshoot Microsoft Office applications.
• Technical knowledge and aptitude in the areas of networks, network topologies, PC/laptop/tablet workstations (configuration and connectivity), network file servers, and troubleshooting techniques.
• Ability to understand and assist in solving network connectivity problems or Windows Active Directory (AD) issues.
• Intermediate-to-advanced understanding of the following technologies:
• Microsoft operating systems include Win7 and Win10
• Microsoft Automated Installation Kit (AIK) for image creation including sysprep.
• SharePoint basic user and administrative knowledge.
• SCCM 2012 knowledge including Service Manager 2012.
• Internetworking architectures and home networking
• File & Print Share configuration
• Working knowledge of Cisco VOIP systems
• Microsoft or A+ certifications preferred.
• ITIL Foundations preferred.
• Microsoft Certified Professional preferred. LAN and desktop knowledge/skills are desired.
• 5% travel for training to Alsip, Canada and Mexico.
  

EEO AA M/F/Vet/Disability

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