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Site Desktop Support Specialist


New Orleans, LA, US

Req ID:  35214
Date:  Nov 23, 2022

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®.



This Site Desktop Support Specialist will be based in New Orleans, LA with further responsibility for remote 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.



  • 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 and tablets
  • Maintain accurate 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.
  • Adhere to End Of Life device replacement schedule.
  • Close Service Desk tickets within assigned SLAs.



  • 5-7 years of experience supporting a diverse user base.
  • In depth knowledge of Windows 10/11 and Microsoft Office.
  • 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 ServiceNow or other Enterprise Help Desk incident and project management reporting tools.
  • Experience tracking IT Asset Inventory.
  • 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.



  • BA in Computer Science or related field preferred but not required.
  • MCSA or 5-7 years of experience in a Windows environment.
  • Network+ or 3 years supporting enterprise network infrastructure.



  • 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.
  • Willing to work off hours and on weekends to complete projects and support emergency outages.
  • Travel required – 10%.
  • Must be authorized to work in the United States.


Core Competencies:

    • Analytical Thinking & Decision MakingIdentifies and understands trends and/or issues; connects data points through analysis to arrive at a logical conclusion.
    • Business & Financial AcumenDemonstrates knowledge and understanding of the financial, accounting, marketing and operational functions of our organization; interpreting and applying understanding of key financial indicators to make better corporate decisions.
    • Effective CommunicationExpresses ideas and information in a clear and concise manner by tailoring one's message to fit the interests and needs of the audience.
    • Customer OrientationKeeps 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 TrustGaining the confidence and faith of others by actions and words that promote being honest, forthcoming, integrious and vulnerable.
    • Problem-SolvingAnticipates, evaluates, diagnoses, and resolves problems in a systematic and fact-based manner.
    • Results Orientation & AccountabilityTakes accountability, identifies, executes and drives actions to consistently achieve desired results.
    • Teamwork & CollaborationCreates 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/FlexibilityMaintaining effectiveness in varying environments and with different tasks, responsibilities and people.
    • Continuous ImprovementEstablishes methods and utilizes specialized techniques to monitor and improve performance of systems and processes.
    • Self-DevelopmentSeeks 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.


Manager (of people and/or function):

    • Change Management – Achieves success through change: identifies opportunities for improvement and innovation, removes barriers and resistance, and enables behaviors that support desired outcomes.
    • Develops Others – Plans for the growth of others, diligently addressing performance issues and conflicts, both at the individual and organizational level with the purpose of achieving results through the activities of other people.
    • Strategic MindsetUnderstands company's short and long-term priorities and aligns department priorities and behavior around achievement of those objectives.



  • New Orleans, LA


Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

Nearest Major Market: New Orleans