IT Support Specialist

Gruma • Irving, TX

281d • Onsite

About The Position

This position provides advanced Technical Support for the IT Department as well as End Users. The role involves providing 2nd level support to the Tier 1 team (Service Desk) and following incidents through to completion, which includes assisting users with software, hardware, mobile devices, and other IT-related issues. Responsibilities also include documenting and tracking incidents, maintaining accurate computer hardware inventory, planning end-of-lease hardware replacements, conducting IT asset audits, troubleshooting printers, phones, and network issues, and contributing to ongoing process improvements. Additionally, the position requires maintaining and supporting business systems, assisting users with system functionality, and providing companywide support when needed. The candidate should be able to lead and assist in company projects that require MIS knowledge, solutions, and deployment.

Requirements

• Bachelor's degree in computer field.
• Minimum of 4 years of experience in IT support.
• Knowledge in computer equipment including desktops, laptops, and printers.
• Knowledge in Windows Desktop OS including versions 11 and 10 (Windows Server is a plus).
• Basic knowledge in Microsoft Azure cloud-based services.
• Familiarity with switches, wireless access points, servers, and networking concepts.
• Basic Cisco and Microsoft Teams VoIP Telephony knowledge.
• Experience with mobile phones and tablets (iOS and Android).
• Strong computer equipment support, analysis, and problem-solving skills.
• Ability to juggle multiple tasks.
• Exceptional communication abilities and a customer-focused approach.
• Availability for off-hours on-call support if needed.
• Bilingual in English and Spanish highly preferred.
• Must be available to travel on short notice to provide support to remote offices and facilities.
• Ability to travel up to 60%.

Responsibilities

• Provide 2nd level support to the Tier 1 team (Service Desk) and follow incidents through to completion.
• Assist users with software, hardware, mobile devices, and other IT-related issues.
• Document and track incidents through to their completion.
• Maintain accurate computer hardware inventory.
• Plan end of lease hardware replacement using in-house inventory system.
• Conduct IT asset audit using handheld computer and tag all hardware found.
• Manage inventory system and keep it up to date.
• Troubleshoot printers (e.g. HP, Sharp, Zebra).
• Troubleshoot phone issues in coordination with the Telecommunication Team.
• Troubleshoot network issues in coordination with the Telecommunication Team.
• Actively contribute to ongoing process improvement.
• Assist users with system and software functionality and technical issues, including training users on new applications.
• Perform routine system installations, updates, upgrades, and other related tasks.
• Provide companywide support when needed.
• Lead, merge, and assist in company projects that involve and require MIS knowledge, solutions, and deployment.

What This Job Offers

• Industry: Food Manufacturing
• Education Level: Bachelor's degree