IT Site Support Specialist

The ASR Group® family of companies make up the world’s largest refiner and marketer of cane sugar. The companies produce a full line of grocery, industrial, foodservice and specialty sweetener products. Across North America, ASR Group® companies operate five sugar refineries, located in California, Maryland, Louisiana, Canada and Mexico. In Europe, ASR Group® companies operate sugar refineries in the United Kingdom, Portugal, and, with a joint venture partner, Italy. The companies also farm sugarcane and own sugar mills in Mexico and Belize. The ASR Group® portfolio includes the leading brands Domino®, C&H®, Florida Crystals®, Redpath®, Tate & Lyle®, Lyle's®, Sidul® and Whitworths®.  ASR Group® companies also produce and market Tellus®, a single-use, compostable tableware and foodservice product made from plant fibers, including sugarcane.

OVERVIEW

This IT Site Support Specialist will be based in West Palm Beach, fully on site from Monday to Friday, with further responsibility for our Boca Raton site, and remote home users. This position requires a variety of technical and analytical duties within the IT environment. Troubleshoot and resolve technical infrastructure issues that include desktops, laptops, printers, phones, network, cloud equipment, and collaborative technologies. Required to complete tasks in a timely manner and communicate effectively while maintaining a high level of customer service. Maintain hardware inventory. Register and resolve help desk tickets within the required time frame. Work with internal teams and vendors on projects such as annual equipment refresh and new technology deployment.

DETAILED ROLES & RESPONSIBILITIES

• Provide a high level of local and remote IT Support Service, including level 2 and 3 technical support
• Resolve and close help desk tickets within the required time frame
• Maintain inventory in Asset Inventory System
• Maintain site standards and documentation in accordance with enterprise procedures
• Provide support for projects by completing designated tasks and meeting deadlines
• Support, replace, configure and deploy end user, CISCO network and HP cloud equipment
• Troubleshoot all client issues, connectivity, package deployment and virus removal
• Support Enterprise mobile devices including iPhone, iPad, cell, tablets and broadband devices
• Work with outside contractors, project teams and internal staff to maintain and repair IT equipment
• Work with the infrastructure team on network device maintenance/monitoring, and troubleshooting LAN/WAN/VPN connectivity issues
• Carry out budget control for IT expenditure, ensuring cost-effective solutions and adherence to financial guidelines
• Commitment to ongoing training and professional self-development to stay current with industry standards and technologies

WORK EXPERIENCES 

• In-depth knowledge of Windows 11 and Microsoft Office 365 Suite
• Knowledge of Windows Active Directory architecture and its interaction with the desktop environment
• Basic knowledge of network topologies, protocols, UTP and fiber cables including cable management
• Experience in troubleshooting infrastructure equipment such as desktops, laptops and mobile
• Experience using remote client management tools and ServiceNow or other Enterprise Service Desk incident/project management tools
• Experience remediating operating system security vulnerabilities and patch implementation methods
• Experience with unattended build processes and imaging utilities
• Knowledge of anti-virus software, Wi-Fi security and access

EDUCATION REQUIREMENTS

• Bachelor of Science Degree in Information Technology or related field
• At least 3 years of relevant experience in a similar post
• COMPTIA A+ or similar certifications

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

• Excellent customer service skills
• Meticulous attention to detail and strong organizational skills
• Ability to troubleshoot infrastructure issues and resolve complex problems
• Ability to analyze and optimize servers and workstations, perform network integration, installation, and configuration
• Ability to exercise judgment and discretion in applying and interpreting department rules, regulations, policies, and procedures
• Strong problem-solving skills with the ability to develop innovative solutions
• Strong analytical and research skills; ability to ascertain priorities and meet deadlines and objectives
• Strong team player with excellent collaboration skills
• Ability to engage external vendors and maintain working relationships
• Proactively identify opportunities for improvement and implement solutions
• Take ownership of tasks and projects, ensuring timely and successful completion
• Ability to take initiative and drive projects independently
• Demonstrate a strong willingness to learn and adapt in a fast-paced environment
• Fluency in English both written and verbal
• Willing to work after normal working hours and/or weekends when the need arises; travel required, 10% within sites
• Must be authorized to work in the United States

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.