Job Type
Full-time
Description
TITLE: Senior Helpdesk Administrator
REPORTS TO: Senior Helpdesk Manager
LOCATION: Tulare, CA
Lactalis USA is currently seeking candidates to join our team in Tulare, CA.
Lactalis Group, the world leader in dairy, is a family-owned business with more than 85,000 pragmatic and ambitious professionals worldwide, committed to providing healthy and delicious dairy products that bring people together every day. At Lactalis, our core values of AMBITION, ENGAGEMENT, and SIMPLICITY are at the heart of everything we do.
If you’re looking for a unique experience with a company that offers strong brands, professional expertise, and a dynamic work environment that champions entrepreneurial spirit, hands-on responsibility, and real opportunity for career development, we want to hear from you!
Lactalis USA: inviting you to share with us your STORY, your PASSION, and your EXPERTISE.
From your PASSION to ours
This position presents the IT Infrastructure department at one or more facilities. This role entails aspects of local support, IT operational project management, business relationship management, and client advocacy.
As a Senior Helpdesk Administrator, this individual is responsible for designing and implementing solutions for technical problems as escalated from the Helpdesk. In addition to solving problems, support work includes asset and inventory management, knowledge article creation and update, script writing for image and software deployment, and vendor relationship management for service partners such as managed print partners.
As the local representative of IT, this individual is responsible for building relationships with key business partners and data gathering for upcoming facility projects. They are also expected to perform regular needs assessment within their assigned site(s) and recommend solutions or projects to IT leadership for facility improvement. Such individuals may be assigned operational IT projects with the expectation of managing those projects from initiation through completion including identify risks and raising decisions to stakeholders. Examples such as computer refresh, quarterly device image build, and HRIS onboarding and offboarding. This role also comes with afterhours responsibility which may require onsite presence in the event of critical outages or project work.
From your EXPERTISE to ours
Key responsibilities for this position include:
- Receive, prioritize, and resolve escalated incidents from the Helpdesk including full documentation of the support lifecycle from origin through all steps taken until resolution is complete.
- Research, design, validate, deploy and document new EUC solutions for use across all Lactalis USA facilities.
- Evaluate documented resolutions and analyse trends for ways to prevent future problems.
- Train users on proper use of IT assets including developing “how-to” documents and FAQs for end users.
- Identify, learn, and document all IT technology, software, and processes specific to the assigned site(s).
- Coach colleagues on techniques, processes, and resolutions as well as details specific to the assigned site(s).
- Liaise with the other IT teams to facilitate deployments and troubleshooting of technology such as applications, servers, routers, switches, access points, and firewalls.
- Build relationships with key business partners through accessibility, approachability, and emotional intelligence to ensure IT awareness of ongoing challenges and upcoming site events or projects.
- Performing preventative maintenance on all site IT assets such as workstations, printers, peripherals, and racks housing switch cabinets and servers.
- Perform site SWOT analyses and needs assessments for site health scorecards, operational project recommendations, and plant project visibility.
- As a senior team member, travel may be required to support training, projects, or coverage responsibilities.
- Other duties as assigned by management.
Requirements
From your STORY to ours
Qualified applicants will contribute the following:
- Three years’ professional experience in a related field or the equivalent in pursuit of a degree
- ITSM process and tools (preferably ITIL and BMC Helix / Workfront)
- Microsoft PC OS (Win 7 to Win 11)
- Microsoft Office suite (including Office 365)
- PC and printer hardware break/fix troubleshooting
- Device imaging and patch management platforms (e.g. InTune, SCCM, KACE)
- IOS and Android mobile devices
- Remote support processes and tools (e.g. ConnectWise)
- Domain services: MS Active Directory, DNS, DHCP
- VDI environment management (specifically Citrix or VMWare Horizon)
Familiarity preferred:
- MAC OS
- Microsoft server operating systems (2012 to 2019)
- IBM Domino and Lotus Notes
- SAP and/or iSeries
- Backup systems and processes
Lactalis Heritage Dairy is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities.
Salary Description
$70,000