IT Network Technician Level TWO

Elmer Chocolate•Ponchatoula, LA

13d•Onsite

About The Position

The IT Technician II provides hands-on support for computer systems, network-connected devices, software applications, and end users throughout Elmer Chocolate. The role installs, configures, maintains, and troubleshoots hardware and software in office and manufacturing environments. It requires ownership of support issues from initial report through resolution, along with accurate documentation, ticket updates, inventory management, and maintenance of technical records. The technology environment includes Windows workstations and laptops, Microsoft 365, Active Directory / Entra ID, VoIP phone systems, wireless networking, security cameras and NVR systems, access control systems, RFID and barcode scanning systems, and label and office printers. The position also supports technology projects, upgrades, migrations, implementations, cybersecurity measures, and end-user training needs. Work is performed primarily in an office, with regular exposure to an active food manufacturing facility operating multiple shifts. Production areas may involve GMP and food safety requirements, PPE, noise, moving machinery, and allergen controls; the facility processes peanuts. Regular and prompt onsite attendance is required. Evening, weekend, or overtime work may be required. The role involves physical activity, occasional lifting or moving of up to 50 pounds, and working at heights using ladders and approved man lifts.

Requirements

Must be at least 18 years of age.
Ability to pass drug screens.
Ability to pass a background check upon hire and annually.
Reliable transportation.
Demonstrated passion for information technology, troubleshooting, continuous learning, and developing technical skills.
Strong interpersonal communication and relationship-building skills; ability to communicate clearly and effectively in person and in writing with people at all levels of the organization.
Problem-solving and analytical skills.
Troubleshooting skills.
Customer/client focus and technical capacity.
Strong attention to detail and understanding of accurate IT documentation and asset management.
Strong organizational skills and ability to keep tickets, inventory records, project notes, and network documentation current.
Ability to take ownership of assigned work and follow tasks through to complete resolution.
Professional communication and customer-service skills when assisting end users and collaborating with other departments.
Willingness to learn unfamiliar systems, research technical problems, and continuously expand technical knowledge.
Reliable follow-through and timely completion of tasks.
Ability to sit, stoop, bend, kneel, reach, crouch, crawl, use force, carry, and push or pull.
Ability to stand and walk continuously during prolonged technical installation or repair work, and perform prolonged seated desk work during computer tasks.
Ability to hear and speak.
Ability to occasionally lift and/or move up to 50 pounds.
Vision abilities including close, distance, color, peripheral, depth perception, and ability to adjust focus.
Comfort working at heights and ability to safely use ladders and approved man lifts.

Nice To Haves

Associate's degree in Information Technology, Computer Networking, Computer Science, or a related field.
Two years of IT support, help desk, desktop support, or network administration experience.
Equivalent combinations of education, certifications, training, and experience may be considered.

Responsibilities

Install, configure, image, maintain, and troubleshoot computers, laptops, printers, time clocks, wireless access points, telephones, cameras, access control systems, barcode/RFID scanners, and other network-connected devices.
Deploy and support approved software applications, coordinating with vendors and third-party support providers as needed.
Respond to and resolve IT support requests through the ticketing system in a timely manner; document troubleshooting, status, user communications, next steps, and resolution.
Assist with technology projects, upgrades, migrations, and system implementations.
Perform data corrections and basic system administration tasks as assigned.
Support Windows operating systems, Microsoft 365 applications, user accounts, and related technologies.
Create, modify, disable, and maintain user accounts and access permissions in accordance with security requirements and established procedures.
Maintain current inventory records for IT assets, equipment, devices, accessories, and supplies, and update records as equipment changes status or location.
Maintain network documentation, including device locations, switch ports, VLANs, IP information, cabling layouts, access points, and infrastructure changes.
Complete assigned work through implementation, testing, verification, documentation, communication, and ticket closure.
Verify physical IT inventory against records and investigate and correct discrepancies.
Communicate delays, technical blockers, resource needs, or scheduling concerns to the Senior Network Administrator before they interfere with task completion.
Work collaboratively with Maintenance, Production, Warehouse, Shipping, and other departments on technology projects.
Take ownership of assigned work, follow management direction, and raise technical concerns professionally and constructively.
Monitor software and hardware usage and identify user training needs to improve efficiency.
Monitor software licensing and usage for compliance with vendor agreements and company standards.
Maintain knowledge of operating systems and applications used to support users effectively.
Create and maintain technical procedures, knowledge-base articles, network diagrams and maps, infrastructure documentation, and troubleshooting guides.
Follow cybersecurity standards and assist with identifying, reporting, and responding to security incidents or concerns.
Support implementation and maintenance of hardware and software security measures.
Participate in team meetings and provide input and suggestions.
Provide computer and network support for hardware and software issues reported by users.
Serve as backup for other IT roles and duties when colleagues are absent, and perform other duties as assigned.
Attend work regularly and promptly onsite; work evenings, weekends, or overtime when required.
Follow applicable GMP, food safety, PPE, and allergen controls in production areas, and safely use ladders and approved man lifts when required.