About the position
Lactalis Heritage Dairy is currently seeking candidates to join our team in Chicago, IL. Lactalis Group, the world leader in dairy, is a family-owned business with more than 85,000 pragmatic and ambitious professionals worldwide, committed to providing healthy and delicious dairy products that bring people together every day. At Lactalis, our core values of AMBITION, ENGAGEMENT, and SIMPLICITY are at the heart of everything we do. If you’re looking for a unique experience with a company that offers strong brands, professional expertise, and a dynamic work environment that champions entrepreneurial spirit, hands-on responsibility, and real opportunity for career development, we want to hear from you! This position provides support to end-users remotely and deskside. The individual responds to help requests and identifies, researches, and resolves technical problems. In addition to workstation support, this position includes significant exposure to datacenter and server operations, and as the sole IT infrastructure resource located onsite, serves as the primary contact to troubleshoot and ensure efficiency of the technology in the facility.
Responsibilities
- Receive and resolve incoming help requests from end users in a courteous and professional manner.
- Document the entire support lifecycle from origin through all steps taken until resolution is complete.
- Troubleshoot emerging issues onsite related to servers, desktop and laptop computers, printers, routers, switches, firewalls, VOIP phones, smartphones, software deployment, security updates and patches.
- Liaise with the remote team as necessary to resolve issues.
- Set-up and configure equipment for employees upon hire or as other changes occur, including managing the local equipment inventory.
- IT setup and support of conference rooms for meetings, audio-conferences, web-conferences, and presentations as needed.
- Prioritize and schedule problem resolution.
- Escalate problems when required to the appropriately experienced technician.
- Use software updates, drivers, knowledge bases, forums, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Develop help sheets and frequently asked questions lists for end users from this research.
- Maintain and report on operational systems such as backup and monitoring.
Requirements
- One year of professional experience in a related field or the equivalent in pursuit of a degree.
- Strong Knowledge of IT systems including: Microsoft workstation operating systems (Win XP to Win 10), Microsoft Office products including Outlook, PC hardware break/fix troubleshooting, IOS and Android mobile devices.
- Familiarity preferred with: Citrix (troubleshooting of published apps and desktops), Domain services: MS Active Directory, DNS, DHCP, Microsoft server operating systems (2003 to 2012), IBM Domino and Lotus Notes, SAP and/or iSeries, Backup systems and processes.
