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Sr Site Desktop Support Specialist


New York, NY, US

Req ID:  35206
Date:  Nov 19, 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®.



The Sr Site Desktop Support Specialist will be based in Yonkers,NY with further responsibility for some 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 Best in Class level 2 and 3 technical support for clients at local facility and remote locations.
  • Support Windows laptops and desktops including End Of Life scheduled 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 strict 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.



  • 7-10 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 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 network physical connectivity.
  • Knowledge of Wi-Fi security and access.
  • Knowledge of Microsoft Teams preferred.



  • No degree required. Bachelor degree in Computer Science or related field preferred.
  • MCSA or 10 years of experience in a Windows environment.
  • Network+ or 5 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.
  • Travel required - 10%.
  • Must be authorized to work in the United States.



  • Yonkers, NY



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

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City