Your Opportunity as the Analyst, IS Support Services
As a Support Services team member, you provide insightful advice and friendly technical support to users in need. You quickly diagnose hardware and software issues, explaining situations with patience and empathy. After determining what the issue is, you offer solutions to quickly get users up and running again. Even if you're juggling more than one customer, you stay conscious of their time demands as well as your own. You fulfill Smucker's service commitment with style, speed, and skill. You earn the trust of customers and coworkers alike as you offer guidance, knowledge, and even tips and training.
Location: Orrville, OH (Close proximity to Cleveland/Akron)
Work Arrangements: Onsite Monday - Friday
In this role you will:
Provide Tier I & Tier II support for mobile devices (smart phones, pads, tablets)
Provide Tier I & Tier II support for Microsoft O365, desktop operating systems and software to end-users.
Image, configure and deploy PCs in an enterprise environment.
Deploy and repair local and network printers.
Install and configure software applications.
Answer Calls/Emails/Chats via contact center.
Provide after-hours support as needed.
Document (create/update) Standard Operating Procedures (SOP’s).
The Right Place for You
We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs.
What we are looking for:
Minimum Requirements:
Internship or at least 1 year in a Help Desk or support position
Strong people skills and an aptitude for problem solving
Strong customer service skills
Ability to maintain composure and customer focus while troubleshooting and solving technical issues
Ability to adhere to a schedule of customer appointments
Team player
Skilled in Microsoft Office Applications
Exceptional communication, professionalism, and customer‑facing poise when supporting high‑visibility users
Additional skills and experience that we think would make someone successful in this role (not required):
Bachelor’s degree
Knowledge of the ServiceNow Platform
Familiarity with Intune
Familiarity with Windows Autopilot workflows
Familiarity with Splunk
Skilled in Active Directory
PowerShell Basics
Follow us on LinkedIn®
Top Skills
What We Do
Each generation of consumers leaves their mark on culture by establishing new expectations for food and the companies that make it. At The J.M. Smucker Co., it is our privilege to be at the heart of this dynamic with a portfolio that appeals to each generation of people and pets with products found in 90 percent of U.S. homes and countless restaurants. This includes a mix of iconic brands consumers have always loved such as Folgers®, Jif® and Milk-Bone® and new favorites like Café Bustelo®, Smucker’s® Uncrustables® and Rachael Ray® Nutrish®. By continuing to immerse ourselves in consumer and pet parent preferences for food, how it’s purchased and how the companies that make it should operate, we will maintain the important role we play in their lives. This will allow us to continue growing our business and the positive impact we have on all of those who count on us.
