Site Support Specialist

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

OVERVIEW

This IT Site Support Specialist will be based in Chalmette, LA, with further responsibility for remote home users. This position will provide level 2 and 3 technical support for clients in person and remotely. Close Help Desk tickets within the required time frame. Prioritize support tickets while maintaining a high level of customer service. Maintain hardware inventory for all sites in the assigned region. Work with internal teams and vendors on projects such as equipment refresh and new technology deployment.

DETAILED ROLES & RESPONSIBILITIES

• Provide a high level of local customer service.
• Close Help Desk tickets in a timely fashion.
• Maintain sites asset inventory in Asset Inventory System.
• Maintain site standards and documentation in accordance with enterprise procedures.
• Provide support for projects by completing designated tasks.
• Provide level 2 and 3 technical support for clients at local office and remote locations.
• Support Windows laptops and desktops including End Of Life replacement, configuration and deployment. Troubleshoot all client issues, connectivity, package deployment and virus removal.
• Support Enterprise mobile devices including iPhone, iPad, cell, tablets and broadband devices
• Maintain asset inventory of hardware within assigned territory.
• Work with outside contractors, project teams and internal staff to maintain and repair all IT assets.
• Work with the infrastructure team on network device maintenance, server patching and troubleshooting LAN/WAN/VPN connectivity issues.
• Support annual equipment refresh including switch and server replacement.

WORK EXPERIENCES

• 3-5  years experience supporting a diverse user base.
• In depth knowledge of Windows 10, Microsoft Office and Windows networking. Familiarity with MAC OS and iOS.
• In depth knowledge of the Windows Active Directory domain architecture and its interaction with the desktop environment.
• Experience using Enterprise Help Desk incident and project management reporting tools.
• Experience with unattended build processes and imaging utilities.
• Experience remediating operating system security vulnerabilities and patch implementation methods.
• Experience using remote client management tools.
• Knowledge of device encryption and anti-virus software.
• Knowledge of Wi-Fi security and access.

EDUCATION REQUIREMENTS

• BA in Computer Science or related field preferred but not required.
• MCSA or 3-5 years’ experience in a Windows environment.
• Network+ or 3 years supporting enterprise network infrastructure.

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Excellent customer service skills.
• Meticulous attention to detail.
• Ability to troubleshoot desktop and infrastructure issues and resolve complex problems.
• Ability to make decisions recognizing established precedents and practices and to use resourcefulness and tact in solving new problems.
• Ability to exercise judgment and discretion in applying and interpreting department rules, regulations, policies, and procedures.
• Strong analytical and research skills; ability to ascertain priorities and meet deadlines and objectives.
• Strong written and oral communication skills.
• Ability to establish and maintain effective working relationships.
• Ability to analyze and optimize servers and workstations, perform network integration, installation and configuration.
• Travel required – 10% within the assigned area.
• Must be authorized to work in the United States.

Core Competencies:

• Analytical Thinking & Decision Making – Identifies and understands trends and/or issues; connects data points through analysis to arrive at a logical conclusion.
• Effective Communication – Expresses ideas and information in a clear and concise manner by tailoring one's message to fit the interests and needs of the audience.
• Customer Orientation – Keeps internal and/or external customer(s) in mind at all times.  Strives to proactively address customer concerns and needs.  Assists business partners and customers to achieve their work goals via application of their own skills and knowledge; strives to provide consistent customer satisfaction.
• Establishes Trust – Gaining the confidence and faith of others by actions and words that promote being honest, forthcoming, integrious and vulnerable.
• Problem-Solving – Anticipates, evaluates, diagnoses, and resolves problems in a systematic and fact-based manner.
• Results Orientation & Accountability – Takes accountability, identifies, executes and drives actions to consistently achieve desired results.
• Teamwork & Collaboration – Creates a climate that fosters commitment to a common vision and shared values that promote cooperation and working together through trust and support of others.

Individual Contributor:

• • Adaptability/Flexibility – Maintaining effectiveness in varying environments and with different tasks, responsibilities and people.
  • Continuous Improvement – Establishes methods and utilizes specialized techniques to monitor and improve performance of systems and processes.
  • Self-Development – Seeks feedback on one’s strengths and weaknesses and initiates activities to increase or enhance their knowledge, skills, and proficiency in order to perform more effectively or enhance their career.

LOCATION OF ROLE

• Chalmette, LA

We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, gender identity, age, national origin, disability, veteran status or any other category protected under federal, state, or local law.  All employment is decided on the basis of qualifications, merit, and business need.