IT Systems Support Specialist

Dole Food Company Inc•Charlotte, NC

About The Position

The IT Systems Support Specialist proactively monitors the ticket queue to ensure completion of all requests making sure this is within SLA (Service Level Agreement) established. They will provide technical support and assistance, whether on the phone, in person, or remotely, related to local and remote systems, and infrastructure such as end user devices, mobile/cloud-based applications, network, router and firewall equipment needed for business operations. Responsibilities include but are not limited to analyzing, monitoring, and troubleshooting facility business applications and technologies across Dole Fresh Fruit company to ensure ongoing business operations.

Requirements

Bachelor’s Degree in Information technology or equivalent required.
3+ years of related experience
Previous experience in supporting endpoint, network, IT Security and system administration.
Knowledge of MS Office Suite and other user software packages.
Knowledge of operating systems (e.g., Microsoft, Apple, etc.), network elements and protocols, encryption tools, client-server and web architecture, firewalls, network access control, minimum or least privilege security, antivirus/malware and intrusion detection/prevention system.
Knowledge of Active Directory and IT Security and Control solutions.
Availability to work long hours, including nights and weekends, especially during busy time periods (e.g., project implementation, IT Security incident investigation, etc.).
Availability to be on-call and respond quickly to urgent IT issues.
Travel up to 30% annually including the requirement for overnight stays.

Nice To Haves

Two or more of the following certifications strongly preferred: CompTIA A+; CompTIA Network+; Microsoft MCDST; Microsoft MCP; Microsoft MCSA; Microsoft MCSE; Microsoft MOS; Cisco Certified Network Associate (CCNA); Cisco Certified Network Professional (CCNP)
One or more of the following IT Security certifications preferred: CompTIA Security +; CompTIA Advanced Security Practitioner (CASP); Certified Ethical Hacker (CEH); Systems Security Certified Practitioner (SSCP)
Bilingual (English/Spanish) preferred.

Responsibilities

Monitor the queue of tickets created by users from DFFNA ensuring completion of those but, also important, within SLA established.
Participate in the selection, implementation, support, and maintenance of Dole information systems technologies.
Analyze business processes to identify inefficiencies and recommend improvements.
Repair, replace, and troubleshoot LAN network equipment, PCs, and mobile solutions for the DFF and DFC business units.
Ensure desktop and portable systems are installed according to established guidelines and meet internal customers satisfaction.
Monitor and mitigate IT risks by maintaining LAN equipment and mobile systems and coordinating with Dole IT Security to enhance security protocols.
Analyze and communicate security events that elevate risk thresholds, collaborating with responsible parties to resolve issues.
Support documentation and implementation of updated security protocols.
Ensure system modifications and settings align with departmental and company standards by proactively monitoring tools and configurations.
Assist, as needed, in evaluating and selecting hardware, software, and vendors to provide optimal IT services to internal customers.
Manage small project and initiatives across business units.
Additional duties as assigned.