IT End User Support Specialist

Dr. Oetker - Naperville Park District, IL

Full-time

Naperville Park District, IL

Food Manufacturing

About the position

The End User Support Specialist at Wilton plays a crucial role in providing front-line IT support to all colleagues across various locations. This position is essential for ensuring that IT-related issues are addressed promptly and effectively, contributing to the overall efficiency of the organization. The specialist will respond to support calls and tickets, ensuring that any necessary escalations are communicated to other IT stakeholders. A key aspect of this role is to gather process and technical feedback to enhance the service provided to end-users, making it vital for the specialist to be self-motivated and eager to assist the organization in its IT needs. In this role, the specialist will develop and execute systems test cases for user acceptance testing, manage relationships with external vendors for software and hardware implementations, and assist users with both remote and in-person requests. The specialist will actively prioritize and execute new tickets from the Infrastructure Support ticket queue, identify root causes of problems, and collaborate with other IT team members to address widespread IT issues. Additionally, the specialist will be responsible for imaging desktops and laptops with the latest Windows OS software, tracking hardware inventory, and proposing new processes and standards as needed. The role also includes supporting the onboarding and offboarding processes for end-users, ensuring a smooth transition for all employees.

Responsibilities

• Develop and execute systems test cases for user acceptance testing.
• Manage external vendors relationships to plan, deploy and maintain new software or hardware implementation.
• Field calls from users across multiple countries and assist with in-person requests at the corporate office and Distribution Centers.
• Actively prioritize and execute new tickets from the Infrastructure Support ticket queue.
• Identify the root cause of problems and follow best practices for escalation if necessary.
• Collaborate with other IT team members to prioritize workload and establish plans for communication and execution.
• Image desktops and laptops with the latest Windows OS software.
• Closely track inventory of hardware issued to employees (PCs and iPhones).
• Propose new processes, standards, and policies where needed.
• Support onboarding and offboarding of end-user processes.

Requirements

• Bachelor's degree in a related field or relevant experience is preferred.
• 2-4 years of experience supporting Microsoft Windows PCs and/or Mac OS.
• 2-4 years of experience supporting clients in a networked environment.
• 2-4 years of experience with system imaging and deployment.
• Familiarity with Active Directory user and Group Administration, Microsoft Office 365, Microsoft Teams, and other enterprise tools.
• Solid knowledge of maintaining corporate documentation and procedures following group standards and policies.
• Excellent interpersonal skills with the ability to communicate with technical and non-technical contacts.
• Ability to work independently, highly organized, and detail-oriented.
• Superb written and verbal communication skills.
• Ability to multi-task and quickly pivot in a fast-paced environment.

Nice-to-haves

• Bilingual English/Spanish is a plus.