Sr. Site Support Specialist

Florida Crystals is a leading domestic sugar producer and North America’s first fully integrated cane sugar company, guiding our sugar from farm to table.  We are America’s first and only producer of certified organic sugar, grown and harvested in the United States. Our renewable energy facility is the largest of its kind in North America and provides clean energy that powers our sugar operations, which helps us reduce our use of fossil fuels.  Florida Crystals also sustainably farms rice, sweet corn and other vegetables in rotation with our sugarcane.  Our rice mill is the only rice mill in Florida. 

OVERVIEW

The Sr Site Support Specialist will be based in West Palm Beach, FL 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.

DETAILED ROLES & RESPONSIBILITIES

• 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.

WORK EXPERIENCE

• 7-10 years of experience supporting a diverse user base.
• In depth knowledge of Windows 10, Microsoft Office and Windows. 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.

EDUCATION REQUIREMENTS

• 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.

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%.
• Must be authorized to work in the United States.

LOCATION OF ROLE

• West Palm Beach, FL

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.