It Support Analyst

THE ROLE:

• This position will report to the: Technical Support Supervisor
• Location: Hybrid (Remote/On-Site)
• FLSA Status: Non-Exempt
• Shift: 1st Shift
• Employment Category: Full-Time Regular
• Pay Range:$25-$30

INGENUITY GROWS GOOD.

Guided by its purpose — Ingenuity Grows Good —Bolthouse Farms is recognized as a leader in growing, manufacturing, and distributing high quality, nutrient dense branded products. Employing more than 2,200 people and headquartered in Bakersfield, California’s fertile San Joaquin Valley, Bolthouse Farms is one of the largest carrot growers and distributors in the U.S. and manufactures the No. 1 premium refrigerated branded beverage in U.S. retail. Bolthouse Farms is made up of farm and food fanatics who work every day to serve Our Land, Our People, and All People. Visit Bolthouse Farms or follow us on Instagram, Facebook and Twitter to learn more.

WHAT YOU’LL BE RESPONSIBLE FOR IN THIS ROLE

JOB DUTIES

The IT Support Analyst works various shifts supporting multiple locations across the United States. The IT Support Analyst is responsible for providing client infrastructure (PC, Laptop, PC/Laptop Peripheral, Mobile Device, Printers) support with minimal supervision. The users supported utilize a wide range of technologies that include but are not limited to Microsoft Office, Windows 10 clients, Servers, RDP RF and Mobile Devices as well as Network Attached Printers and peripherals. This includes monitoring Incident and Request queues and meeting defined SLAs for Incident and Request resolution. The IT Support Analyst works independently, being responsible for first call application issue troubleshooting and resolution, issue prioritization and escalation, knowledge transfer, proactive communication with end users, Jr. IT Analysts and support teams.

• Deploy, configure 2nd/3rd level support mobile devices, printers, PC/laptop hardware, PC/laptop operating system and standard productivity software for internal IT users remotely.
• Communicate with end-users both verbally (phone) and in written format (e-mail) to both gather information and provide updates on completed work.
• Provide users with technical support, responding to their needs and questions, resolving various issues.
• Menor and support Jr. Analysts in providing a streamlined process across department goals.
• Respond to technical emergencies and prioritize/escalate support calls while meeting strict SLA guidelines with our end-users.
• Problem troubleshooting, isolation, diagnosis, and resolution for all desktop, some server, ERP application and network related issues.
• Perform Anti-virus and end client vulnerability remediation.
• Install, upgrade, and configure network printing and software tools.
• Create AD user security accounts, Exchange email accounts, and ERP application accounts.
• Provide “smart hands” and eyes support for other infrastructure located outside of the sites you support on behalf of the Infrastructure SME teams.
• Meet or exceed Service Level Agreement expectations.
• Provide tier one technical LAN support, escalate with detailed findings to tier 2
• Provide Operational Support for Windows 2016+ Servers and Backup Exec
• Plan, prepare and update technical documentation.
• Maintain knowledge of the latest technologies

WHAT WE’RE LOOKING FOR

Minimum Qualifications:

• High School Diploma
• 3+ Years’ experience working in IT Service Desk/Help Desk, or Desktop Support in a fast-paced, high tech environment with demonstrable technical skills
• Highspeed internet connection (Download speeds 50Mbps or higher)

Additional Required Qualifications:

• Knowledge and use of Web conferencing software.
• Knowledge of Anti-Virus product support (virus and spy-ware cleaning)
• Knowledge of Microsoft Windows 10 operating system
• Knowledge of MS-Office Suite 2010/2013/2016/O365
• Working knowledge of VPN connections and Citrix environment
• Basic knowledge of Internet protocols including TCP/IP and related protocols in a switched Ethernet environment as well as wireless.
• Outlook/Exchange and other application account creation
• Active Directory user creation and termination process
• Ability to work with PC Hardware (Desktop/Laptop/Printers, Imaging, Troubleshooting & Diagnostics)
• Learn and adopt to new technologies quickly.
• Excellent customer service skills with appropriate mix of empathy and assertiveness
• Excellent communication skills (written and verbal language)
• Advanced documentation skills (i.e. ability to clearly and concisely enter detailed information into ticketing application and create Knowledge base articles)
• Analysis & Decision-making skills (ability to make sound independent judgments, e.g. when to escalate issues or how to address issues not seen before)
• Team Player (experienced working as part of a Customer Support/Help Desk Team)
• Proven analytical and hardware/software troubleshooting abilities.
• Strong organizational and follow-through skills
• Strong work ethic and Initiative (“go-getter”)
• Ability to complete work as assigned by supervisor.
• Must be able to work independently with little to no supervision.
• Support on-call rotation schedule

PREFERRED QUALIFICATIONS:

• Associates or Bachelors in an IT related field
• Competency certifications are a plus (CompTIA, Microsoft, VMWare, etc)
• Proficient in Ivanti Service Manager or experience in other ITSM tools
• Experience with Cell/Smartphone support (iPhone, Android) a plus
• Experience with Symantec Backup Exec knowledge
• Experience with ESET tools and functions
• Experience with Kronos, Oracle, JD Edwards, Business Objects or WMS software

PHYSICAL DEMANDS:

• Occasionally will be lifting up to 20 pounds.
• Must be able to sit for an extended period during work hours.

Hours & Workdays:

WHAT WE OFFER

Our rich benefits packages are designed to support the health and well-being of both our eligible co-workers and their families.

• Medical
• Dental
• Vision
• Group Life and AD&D
• Voluntary Life and AD&D
• Group Short-Term Disability
• Group Long-Term Disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401(k)
• Paid Time Off
  

EQUAL EMPLOYMENT OPPORTUNITY

We are an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as need, to assist them in performing essential job functions.

REASONABLE ACCOMMODATIONS

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. If you are interested in applying for employment with Bolthouse Farms and need special assistance to apply for a posted position, or if you believe you do not meet any of the required qualifications of a posted position due to a protected disability and would like to explore the possibility of an accommodation, please contact our Talent Acquisition team at: TalentAcquisition@bolthouse.com for additional support and guidance.

RECRUITMENT AGENCIES:

Bolthouse Farms does not accept unsolicited agency resumes. Bolthouse Farms is not responsible for any fees related to unsolicited resumes.