Desktop Support Analyst

Want to help us bring happiness to the world? Want to join an ambitious and fast growing global biscuits and confectionery business investing heavily in iconic global brands, infrastructure and people? Then this is the place for you.

As proud bakers and chocolatiers and custodians of iconic global brands, we don’t compromise on the quality of ingredients in our products or on the people we hire. We are looking for entrepreneurial spirits who share our passion for bringing happiness to our consumers and who embody our Winning Traits.

To succeed at pladis you need to be purpose-led, resilient and positive to succeed here because we expect pace and agility, we insist on collaboration and demand accountability. If that is your thing, then pladis offers global ambition, a clear Vision and roadmap for success, challenge, and unrivalled opportunities to learn and make an impact

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SUMMARY:

This position will be responsible for providing Level II technical support of hardware and software in an efficient and accurate manner for pladis North America users located at the Big Flats production facility as well as other locations. This includes the setup, troubleshooting, and installation of desktops, laptops, printers, software, mobile devices, networking equipment and other hardware.

The analyst will be responsible for ensuring that the issue is resolved in a responsive manner to the client's satisfaction and meets service level agreements. This position is a hands-on technical role that comes with many benefits such as working with an innovative, global team, a strong focus on goal achievement, integrating the latest technologies and working in an ever-changing fast-paced environment

KEY ACCOUNTABILITIES AND DELIVERABLES:

• Assists end users with the installation, configuration, and ongoing usability of desktop computers, printers, peripheral equipment and software within established standards and guidelines. (30%)

• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. (20%)

• Works with external Service Desk, Infrastructure, Network Operations, and Regional IT staff as appropriate to determine and resolve problems received from end users. (20%)

• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.   (10%)

• Interact with numerous computer platforms in a multi-layered client server environment to ensure stability.  (10%)

• Trains and orients end users on use of hardware and software. (10%)

• Daily desktop support to system users utilizing outside pladis shared services or 3rd party IT department for more complicated issues, when necessary.

• Attend IT-related training sessions and conferences to keep skills and knowledge up to date.

• Comply with pladis Global IS Security Policies and Procedures and plant safety and GMP rules and regulations.

• Identify potential changes and system improvements to present to IT leads for consideration and implementation

• All other duties and tasks as assigned by management to deliver excellent and timely quality of service to the pladis End User Community

SKILLS AND EXPERIENCE REQUIRED:

• 2-4 + years of IT experience

• Working knowledge of Windows 11, Microsoft Intune, Active Directory, telecom, and networking. Working knowledge of Microsoft Suite including Word, Excel, Outlook, PowerPoint, SharePoint.

• Experience using enterprise IT ticketing systems, with a strong preference for ServiceNow. The ability to document, track, and resolve incidents and service requests ensuring compliance with service-level agreements (SLAs) and organizational standards.

• Strong analytical and troubleshooting skills, as well as the ability to meet all project deadlines.

• Bachelor’s Degree in Information Technology preferred or relative experience.

• Valid driver's license

PERSONAL ATTRIBUTES REQUIRED:

High energy level with good interpersonal skills, enabling effective collaboration with team members and prompt resolution of user issues.

ADDITIONAL JOB DETAILS:

Base starting salary ranges from $69k - $87k/year. The base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. In addition to base pay, this role includes:

• An annual incentive opportunity, awarded based on individual and company performance.

• A comprehensive benefits package designed to support your health, well-being, and financial security

pladis is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

We operate a strict Preferred Supplier List. If you are a recruitment agency and wish to submit candidate to be considered for this vacancy, you must have agreed to, and signed, our terms of business.
We will not accept CVs from any other sources other than those currently on our PSL. We will not pay a fee for any candidate that has not been represented by a provider on our PSL.