Plant IT Support Technician (GBD)

American Foods Group - Green Bay, WI

Full-time - Entry Level

Green Bay, WI

501-1,000 employees

Merchant Wholesalers, Nondurable Goods

About the position

Green Bay Dressed Beef, LLC, an American Foods Group Company, is seeking a Plant IT Support Technician to join our team at the Green Bay, WI plant. In this role, you will be responsible for providing technical support and guidance to users by evaluating and prioritizing incoming tickets, calls, and issues. You will work closely with users to troubleshoot software, hardware, and peripheral issues, ensuring that all tickets are logged, tracked, and processed in a timely manner. Effective communication with users and other support teams is essential, as you will need to determine when to escalate issues to senior support staff and perform warm hand-offs accordingly. As a Plant IT Support Technician, you will also be responsible for communicating with IT, software, and hardware vendors to request and coordinate necessary services. You will update and run anti-virus/malware scans, as well as perform operating system and application updates or patches as needed. Your role will involve working on defined projects or assisting with larger task lists, participating in the testing of new technologies and processes, and providing feedback. You will become the subject matter expert on one or more technologies supported by your assigned team, following project, testing, and implementation plans to ensure systems are adequately tuned, patched, and monitored to meet design specifications at optimal levels. Additionally, you will support Plant Floor Specific technologies such as Matrix in motion scales, Meat Store and Parts Room Point of Sale Systems, Scan Gun Support, and Label Printers. You will also be responsible for recommending, acquiring, and maintaining spare stock of equipment to minimize the impact of hardware failures. Availability for on-call and/or off-hours work is required as necessary. Please note that this job description is not intended to be all-inclusive, and you may be required to perform other related duties to meet the ongoing needs of the organization.

Responsibilities

• Evaluate and prioritize incoming tickets, calls, and issues to provide technical support and guidance to users.
• Work with users to troubleshoot software, hardware, and peripheral issues.
• Log, track, and ensure tickets are processed in a timely manner.
• Facilitate communication with users and any other support teams.
• Determine when a problem needs to be referred to other technical or senior support staff and perform warm hand-offs to escalate the issue.
• Communicate with IT, Software, and Hardware vendors to request and coordinate services, as necessary.
• Update and run anti-virus/malware scans, operating system/application updates and/or patches, as necessary.
• Work on defined projects or assist on larger task lists.
• Participate in testing of new technologies and/or processes and provide feedback.
• Become the subject matter expert on one or more technologies supported by assigned team.
• Follow project, testing, and implementation plans and project timelines.
• Ensure systems are adequately tuned, patched, and monitored to meet design specs at optimal levels.
• Create documentation as needed for any new or changed project or technology.
• Support Plant Floor Specific technologies such as Matrix in motion scales, Meat Store and Parts Room Point of Sale Systems, Scan Gun Support, and Label Printers.
• Recommend, acquire, and maintain spare stock of equipment to minimize impact of hardware failures.
• Be available for on call and/or off hours work, as necessary.

Requirements

• 2+ years' experience in the field or related area.
• 1+ years' experience in an Infrastructure Support or Service Desk role.
• Experience or exposure to appropriate systems such as Windows Desktop Operating Systems.
• Familiarity with various brands of desktop, laptop, and other peripheral hardware.
• Experience in imaging and configuration of desktops and laptops.
• Knowledge of iPhones, printers, hand-held scanners, and other peripheral devices.
• Exposure to a variety of application solutions (web, database, etc.).
• Familiarity with infrastructure monitoring tools.

Nice-to-haves

• Certification(s) in an area of specialty.
• Associate Degree in Computer Science or in an equivalent area of specialty.
• Exposure to ITIL 2.0 framework.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement