Help Desk Support

About the position

Lancaster Leaf Tobacco Co Inc. is a subsidiary of Universal Corporation, the leading global leaf tobacco supplier. Lancaster Leaf manages Universal's dark air cured tobacco operations in all relevant traditional dark air-cured origins. Operations in Lancaster, PA. consist of a processing facility, storage facility, and main office which also houses Universal's dark air cured regional headquarters. The Company also has a cutting/flavoring line in the Dominican Republic. Lancaster Leaf supplies virtually all of the major cigar manufacturers in the U.S. with filler, binder, and wrapper from the U.S. and other origins. In addition to domestic supply, Lancaster exports filler, binder, and wrapper to international cigar manufacturers. Lancaster Leaf contracts directly with farmers in all dark air cured growing regions of the U.S. which include Pennsylvania, Connecticut, Massachusetts, Virginia, Tennessee and Kentucky. We are seeking an individual who will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware & software solutions, & supporting the internal IT Helpdesk. This position will be responsible for administration & internal support of the Company's PCs, printers, servers, phones, cell phones & related equipment. Tasks include end user support & performing PC maintenance, upgrades & configurations. In addition, this position will be working closely with our Corporate IT department in Richmond, VA on tasks & on projects outside of our Lancaster office as needed.

Responsibilities

• Provide first level and advanced support for hardware, software, and network issues.
• Respond to technical inquiries via phone, email, or in-person support.
• Install, configure, and maintain desktops, laptops, printers, and other peripherals.
• Install, update, and troubleshoot operating systems and applications.
• Monitor, maintain, troubleshoot LAN/WAN connectivity and related network devices.
• Assist with Wi-Fi setup and configuration.
• Recommend and implement hardware and software updates to enhance efficiency.
• Maintain proper documentation of permissions and access control.
• Maintain detailed records of IT assets, technical procedures, and troubleshooting guides.
• Log and track IT incidents and resolutions using ticketing system.
• Educate staff on using new systems or tools effectively and safely.
• Ensure compliance with IT policies, procedures, and best practices.
• Configure call routing, hunt groups, auto attendants, and other phone system features based on organizational needs.
• Install and configure IP cameras, including mounting, wiring, and connecting to the network.
• Assist with retrieving and exporting footage for investigations or reports.

Requirements

• High school diploma or equivalent required.
• Bachelor's degree in Information Systems, Business, Communications or related field preferred.
• 2 years of relevant technical experience preferred.

Nice-to-haves

• Strong understanding of operating systems.
• Familiar with hardware components, peripherals and networking basics.
• Ability to identify root causes and implement lasting solutions.
• Ability to explain complex technical concepts in simple terms.
• Ability to prioritize and handle multiple support tickets or tasks concurrently.

Benefits

• 401(k) match
• pension
• merit increases
• paid holidays
• medical benefits
• dental benefits
• life insurance
• vision insurance
• short and long-term disability benefits
• tuition assistance