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IT Infrastructure Technician - Client Services

Location: 

Chicago, IL, US, 60654

60654
Shift Type:  Technology
60654

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 13 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.

 

 

JOB DESCRIPTION

The IT Infrastructure Technician Support role is to develop, administer, and maintain Aspire Bakeries' desktop, laptop, and peripheral environment; providing a stable, reliable, and secure platform for our internal customers, and responding to second level requests and incidents, and helping to identify and resolve problems and outages, escalating when necessary. The IT Infrastructure Technician will often be the first, and sometimes the primary, face-to-face contact for many Aspire Bakeries team member interactions. As such, the IT Infrastructure Technician will need to be customer focused and responsive to the business needs of the Aspire Bakeries team members. The IT Infrastructure Technician Support role is the primary support for preparing and processing the hardware for our customers and will be responsible for imaging, cataloging, preparing, shipping/delivering, archiving, and providing new user training. The IT Infrastructure Technician Support role is to facilitate the interaction between the different IT Teams, Business and Vendors related to regional projects, assignments and initiatives.

 

PRIMARY RESPONSIBILITIES

1. Second level support activities

a. Monitor ticketing system escalation queue and individual ticket status to ensure a prompt and efficient customer service support. Escalate tickets as required to maintain IT Service Level Agreements and quality customer experience.

b. Answer incoming calls, e-mails, instant messages, and walk-up requests for IT Client Services, incident reports, and problems.

c. Record and update all requests and reports in the ticketing system. Document all customer interactions, work performed, and resolutions.

2. Perform detailed troubleshooting of escalated requests, incidents, and problems. Document recurring activities, incidents, and problems with their resolutions to share with other IT Team members, Business and Vendors. Provide status reports, and document recurring activities as needed and/or as requested.

3. Hardware management: imaging, cataloging, setup, shipping/delivering, archiving, and disposal.

4. Handle the requisition, purchasing, installation, and setup of software and peripherals.

5. Assist other remote IT Team members in troubleshooting and maintaining the computing environment within the facilities covered by the Bakery Desktop Support site region.

6. Assist with IT Projects, Assignments and Initiatives.

7. Provide IT support in other areas as needed.

8. Perform periodic visits to primary supported sites. Perform visual inspections of all IT assets. The Tech Support should be familiar with the status of all IT equipment in their primary site region.

9. Perform preventive and corrective maintenance tasks based on IT equipment specifications and internal IT documentation.

10. Generate and maintain related IT Infrastructure bakery documentation.

 

JOB REQUIREMENTS

 

Technical Requirements:

  • Six-year equivalent work experience in a position responsible for providing IT technical support and customer service.
  • Advanced understanding of Microsoft Windows Desktop Operating Systems, MS Office, and MS Windows Applications, installation and administration.
  • Working knowledge of IT Support operations: Ticketing systems, incident and request classification, remote control tools, intranet and internet research, network monitoring tools, and triage and escalation guidelines.
  • Working knowledge and understanding of desktop &laptop hardware and peripherals, including their installation, troubleshooting, maintenance, and repair.
  • Working knowledge of Windows Active Directory environment, Windows file and folder permissions, Windows group policies.
  • Working knowledge of printer and peripheral setup and troubleshooting.

 

 

Education:

  • BS degree in computer science, information technology, a related discipline, or equivalent experience.

 

Personal Attributes:

  • Strong focus on customer service and attention to detail; multitask, motivated and self-directed.
  • Show initiative and the ability to organize oneself with minimum supervision.
  • Proven analytical and problem-solving abilities.
  • Ability to follow written policies and guidelines, general security principles, and apply and interpret them to everyday situation.
  • Ability to understand and explain complex topics to both technical and non-technical persons.
  • Strong written and oral communication skills; as well as good interpersonal skills.
  • Ability to function as a team-player, and to support team members where needed, and to provide the best service possible to our customers.
  • Strong desire to understand the needs of the customer and the business, and the ability to apply the appropriate technology and process to solve the business requirement.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to discern priorities and adjust based on business demands and changes.

 

Working Conditions:

  • Regular lifting and transporting of moderately heavy objects, such as computers and peripherals.
  • Occasional evening and weekend work.
  • Local travel approximately 25%-50%.
  • On-call availability in support of local facilities and initiatives.

 

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.

 

 

 

 

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.