IT Specialist - Service Delivery

Aspire Bakeries is a North American baking company with a leadership position in specialty frozen baked goods. Formed from leading bakery companies, its innovative food portfolio includes breads, artisan breads, buns, cookies, donuts, muffins and pastries from beloved brands like La Brea Bakery®, Otis Spunkmeyer®, and Oakrun Farm Bakery®. With 14 bakeries in North America, we are committed to driving innovation, predicting upcoming consumer trends and flavors, and exceeding our customers’ expectations. Aspire Bakeries champions the values of Integrity, Ownership, Customer Focus, Creativity and Care to help us deliver on People Safety, Food Safety, Quality and Collaboration.

The IT Service Delivery Specialist role is the first line of support for Aspire Bakeries' North American Information Technology Department. As a customer-facing position and the first point of contact, the focus of the IT Service Delivery Specialist role is to provide prompt and courteous support to our internal team members, to resolve tier-I and II requests and incidents, to triage and assign other requests and incidents, and to help identify and escalate problems or outages.

Accountabilities: 

• Answer incoming calls, e-mails, instant messages, and walk-up requests for IT services, incident reports, and problems.
• Record and update all requests and reports in the ServiceNow ticketing system. Document all customer interactions, work performed, and resolutions.
• Monitor ticketing system queues and ticket status to ensure prompt & efficient customer service, escalating and re-assigning tickets as required to maintain IT service level agreements and quality customer experience.
• Create and manage user accounts in Active Directory, Exchange, and SAP.
• Ability to provide both Service Desk and Desktop Support roles in your home office or office environment.
• Assist with IT project-related activities providing desktop support in other locations as needed.
• Perform detailed troubleshooting of escalated requests, incidents, and problems. Documenting recurring activities, and problems with their resolutions to share with other IT team members and users.
• Working knowledge of Microsoft O365 and other software including but not limited to Outlook, Teams, InTune, Active Directory, Exchange, WebEx, iCloud, SCCM, and printer support.
• Handling the requisition, installation, and setup of software and peripherals.

Qualifications:

• Two years of equivalent work experience in a position responsible for providing direct IT technical support or a technical Service Desk.
• Working knowledge of Service Desk operations - ticketing systems, incident & request classification, remote control tools, internal and Internet research, network monitoring tools, and triage and escalation guidelines.
• Working understanding of Microsoft Windows 10 and 8.1 Operating Systems, O365, Microsoft Teams, and remote support tools.
• Windows Network account creation and administration, Windows file and folder permissions, Security group administration, and printer & peripheral setup & troubleshooting.
• SAP account setup and maintenance in ECC, Aribia, and C4C environments, is desired but not a requirement.
• Working knowledge of the ServiceNow System is preferred.
• Strong focus on customer service and attention to detail.
• Ability to follow scripted instructions, written policies and guidelines, and general security principles.
• Strong written and oral communication skills; good interpersonal skills.

• Proven analytical and problem-solving abilities.
• Available to work varied shifst to maintain IT Service Desk Operational hours (7am-7pm Central Time)

Aspire Bakeries is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.