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About the Role
This position provides support to end-users remotely and desk-side. The individual responds to help requests and identifies, researches, and resolves technical problems. In addition to workstation support, this position includes significant exposure to datacenter and server operations.
Responsibilities
- Receive and resolve incoming help requests from end users in a courteous and professional manner.
- Document the entire support lifecycle from origin through all steps taken until resolution is complete.
- Prioritize and schedule problem resolution.
- Escalate problems when required to the appropriately experienced technician.
- Use software updates, drivers, knowledge bases, forums, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Develop help sheets and frequently asked questions lists for end users from this research.
- Maintain and report on operational systems such as backup and monitoring.
Requirements
- Two years’ professional experience in a related field or the equivalent in pursuit of a degree
- Three years’ professional experience in a related field or the equivalent in pursuit of a degree
- Knowledge on IT systems including: Microsoft workstation operating systems (Win XP to Win 10)
- Knowledge on IT systems including: Microsoft Office products including Outlook
- Knowledge on IT systems including: PC hardware break/fix troubleshooting
- Knowledge on IT systems including: IOS and Android mobile devices
- Knowledge on IT systems including: Citrix (troubleshooting of published apps and desktops)
- Knowledge on IT systems including: Domain services: MS Active Directory, DNS, DHCP
- Knowledge on IT systems including: Microsoft server operating systems (2003 to 2012)
- Knowledge on IT systems including: IBM Domino and Lotus Notes
- Knowledge on IT systems including: SAP and/or iSeries
- Knowledge on IT systems including: Backup systems and processes
Skills
- Microsoft workstation operating systems (Win XP to Win 10)
- Microsoft Office products including Outlook
- PC hardware break/fix troubleshooting
- IOS and Android mobile devices
- Citrix (troubleshooting of published apps and desktops)
- Domain services: MS Active Directory, DNS, DHCP
- Microsoft server operating systems (2003 to 2012)
- IBM Domino and Lotus Notes
- SAP and/or iSeries
- Backup systems and processes
Location
- Buffalo, NY
Work Type
- Remote
- Desk-side
Experience Level
- Senior
- Two years’ professional experience
- Three years’ professional experience
Education Level
- Equivalent in pursuit of a degree
Benefits
- Comprehensive Total Rewards Program
- Variety of affordable benefits and coverage options
- Insurance costs significantly supported
- Generous retirement plan contributions
- Paid Time Off from day one
- Training and development opportunities
- Education Reimbursement
About the Company
- Lactalis is the world leader in dairy, a family-owned company with over 85,000 pragmatic and ambitious professionals across the globe.
- In the US, we proudly offer an unrivaled house of beloved brands, including Galbani® Italian cheeses and ricotta, Président® specialty cheeses and butters, Kraft® natural and grated cheeses, Breakstone’s® cottage cheese, Cracker Barrel®, Black Diamond® cheddar, and Parmalat® milk.
- Our yogurt portfolio includes siggi’s®, Stonyfield Organic®, Brown Cow™, Oui®, Yoplait®, Go-Gurt®, :ratio®, Green Mountain Creamery®, and Mountain High®, along with a growing family of ethnic favorites like Karoun®, Gopi®, and Arz®.
- At Lactalis, we live by our core values—Ambition, Engagement, and Simplicity.
- We foster a workplace where innovation thrives, diverse perspectives are celebrated, and everyone’s unique background and ideas are valued.
Equal Opportunity
- Lactalis 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.
- Further, any division of the Company that is an Affirmative Action Employer will comply with all related legal obligations.