• Perform oversight and administration of ITSM Tools, accuracy of information in ticketing system, and compliance to current & future KPI’s and Performance Metrics.
• Installs, configures, troubleshoots, and upgrades computer related production equipment, such as labeling equipment, shop floor data collection terminals, hand-held terminals, HMI’s, etc.
• Tier 1 support and administration of telephony and voicemail systems. Installs and maintains physical equipment, user assignment of extensions, backbone cabling, phone lines, and fax devices. Acts as liaison between equipment vendors and the company.
• Provides support in the administration and integration of local area network(s) (LAN) and wireless local area networks (WLAN), under the direction of the BTS Systems Support Supervisor, BTS Systems Support Manager, and/or Network & Security Team.
• Implements, Maintains, & Supports any current or future electronic and technical systems, end user computing, or process execution systems, as required.
• Installs, configures, monitor’s, troubleshoots, and maintains stand-alone/network printers, mobile printers, label printers and/or Multi-Function Devices.
• Creates, Updates, and maintains Standard Operating Procedures, How to Documents and Work Instructions at the direction and/or request of the BTS Systems Support Supervisor, BTS Systems Support Manager. Reviews documentation for accuracy and integration into Knowledge Management System.Job Description:
Essential Duties and Responsibilities
- Installs or assists in installation of hardware and peripheral components, such as HMI’s/MMI’s, mobile devices, monitors, keyboards, printers, and other similar or related equipment.
- Installs/Configures specified software packages, such as operating systems, standard applications that would include but not limited to Microsoft Office Applications Suite, Windows current or future operating systems, proprietary ERP applications, custom applications, etc.
- Instructs & Trains users in use of equipment, software, and manuals, including one on one training, and the creation of value added documentation. Provides additional and continued training as need in support of integrated hardware & software systems.
- Performs infrastructure troubleshooting to isolate and diagnose common network or communication related problems.
- Upgrades infrastructure hardware and software components as required and at the direction of IT System Support Supervisor, IT System Support Manager, and/or Network & Security Team.
- Installs and troubleshoots wiring as required for local area network and telephony systems, including isolated or segmented networks.
- Monitor functioning of manufacturing, distribution IT equipment to ensure systems operate in conformance with specifications.
- Perform Preventive Maintenance on computers, HMI’s, labeling & printing devices, peripherals, etc.
- Support IT Technical Teams & IT Operations Team in continued expansion and ongoing support of Infrastructure & Server Equipment, including but not limited to UPS, Servers, Switch Gear, Storage, etc..
- Administration of Incident Management & Request Fulfillment queues in ITSM Tool, focusing on continuous improvement and emphasis on root cause analysis.
Education and Experience
- H.S. diploma, Technical. Electronic/Computer Training or Certifications, Two (2) years of college a plus.
- One (1) to three (3) years of experience in a technical supported manufacturing or distribution environment a plus. Related Help Desk, Desktop, & Network Troubleshooting experience a plus.
- A+ Certification a Plus, ITIL Certification a Plus
Additional Responsibilities
- Additional responsibilities as directed by the IT Systems Support Supervisor, BTS Systems Support Manager or Director, IT Systems Support, Service Support, Plant Automation.
Work Environment
- Ability to work various hours, including 2nd/3rd shift & weekends. Work schedules vary based on production needs: will include extended hours and weekend work.
- Ability to work in confined areas, ceilings, and attic spaces to support infrastructure hardware or backbone cabling.
- Ability to lift up to 50 lbs. in order to move and/or install necessary equipment.
- Ability to work in refrigerated (34-38 degree) environment for prolonged periods.
- Ability to work in high temperature areas (attic space) for prolonged periods.
- Willing to travel if necessary for training & on-site systems support.
Top Skills
What We Do
Since Boar's Head was founded in 1905, much has changed. While many have learned to cut corners, we are happy to say we haven't changed with the times, and over 110 years later, we're still using only the finest ingredients—pure pork, poultry and beef, combined with real spices, and no fillers, by-products, artificial colors or flavors, gluten or trans fat. What started with just a few products has grown to over 500, ranging from premium delicatessen meats, cheeses and condiments to an array of Italian and Old World specialties, hummus, snacking, and foodservice items. With Boar’s Head, you can trust each and every one of our products was prepared with the utmost care.
Offering the world’s best delicatessen meats, cheeses and condiments is a never-ending quest that calls for a special type of team member. One who consistently:
• Pushes for excellence in their personal and professional lives.
• Invests in fostering relationships through open communication and respect.
• Collaborates to passionately delight our customers.
In exchange, we proudly provide:
• Top medical, dental, and vision coverage for team members and their families.
• Competitive pay, bonus, and 401(k) plans.
• Opportunities to participate in the Boar’s Head Sons and Daughters Scholarship Program.
• Career development opportunities through on-the-job, e-learning, and instructor-led training. Our Learning Management System has hundreds of courses to help team members learn and grow.
• Community involvement activities that tackle critical hunger-relief, healthcare, and education initiatives through non-profit organizations such as Feeding America, The ALS Association, Boys & Girls Clubs of America, The Salvation Army, and hospital foundations throughout the country.
