Harvest Sherwood Food Distributors
IT Site Support Engineer
Harvest Sherwood Food Distributors, Opa Locka, Florida, United States, 33055
We encourage you to bring your talent and effort to Harvest Sherwood and contribute to our shared success, while having fun, serving our customers, and strengthening the local communities in which we operate. As the largest independent wholesale food distributor in the U.S., with 15 distribution centers from coast-to-coast, Harvest Sherwood is an essential business. We buy, sell and deliver fresh, high quality protein products and other foods to over 6,000 retail and foodservice customers.
Job Purpose
This position will report to the Senior IT Operations Manager and directly support the needs of our customers, both internally and externally. This position requires an individual to be passionate about customer service and continuously providing feedback to eliminate the issues from occurring at all. In addition, this person needs to be extremely detailed oriented around desktop settings to ensure a smooth user experience.
Key Responsibilities
Answers phone support line for IT Service Desk for initial first call resolution of incidents/requests with focus around desktop/OS/HW/mobile issuesWill travel to facilities and assist with projects such as refreshing new PCs or replacing switches on a routine basisWorks daily with a service desk solution involving ticketing/incident management software and resolving issues within set SLO/SLA timeframesProvides hands-on desktop support of all hardware/software located in officeProvides desktop/application phone support for all users located in multiple statesLeverages Microsoft Intune to deploy new applications to all users in phased manner reducing impact of issues to usersManage patching to all devices in the companyApproaches customers with positive attitude regardless of issue on repeated issues with customerAble to document in detail a process from start to finish so that it could be transitioned to other team members and repeated successfully by othersDiagnoses and resolves end-user network/local printer problems, PC hardware problems, e-mail, Internet, client VPN and other network connectivity problemsCoordinates timely repair of IT equipment covered by 3rd party vendor maintenance agreementsPerforms minor desktop hardware repair for computer equipment and peripherals not covered by 3rd party vendor maintenance agreementsComplies with change control process when implementing hardware/software changesResponsible for creating SOPs to continuously knowledge transfer with team with focus around application support issuesResponsible for documenting all incidents/tickets daily and emailing customers updates daily.Responsible for updating Kanban/Agile board daily/real-timeAbility to support very legacy, older applications until applications are refreshedOther duties as assignedQualifications and Experience
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Can create OS images and deploy with applications to 1000+ devices plus within hours of a critical patch release from a vendor.Hands-on experience with Windows 10 in an enterprise environment and supporting legacy and new applicationsDemonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handledAdvanced troubleshooting skills of PC issues including Windows 10, Microsoft Office 365 (including Outlook, Teams, etc)Advanced troubleshooting of desktop/laptop network connectivity issues and applicationsSupported remote access/VPN access; Windows Virtual Desktop a PlusFluent verbal and written English communication skills required; Spanish a plusAbility to communicate effectively, both verbally and written with staff/end users of all levelsExceptional interpersonal skills, customer service with a focus on listening and questioning skills. SMB networking devices (firewalls/switches/routers/wireless access point) experience a strong plus
Harvest-Sherwood is committed to offering competitive benefits to our employees and their dependents, including paid vacation, health insurances, and a 401K plan!
*We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
#IND123
Job Purpose
This position will report to the Senior IT Operations Manager and directly support the needs of our customers, both internally and externally. This position requires an individual to be passionate about customer service and continuously providing feedback to eliminate the issues from occurring at all. In addition, this person needs to be extremely detailed oriented around desktop settings to ensure a smooth user experience.
Key Responsibilities
Answers phone support line for IT Service Desk for initial first call resolution of incidents/requests with focus around desktop/OS/HW/mobile issuesWill travel to facilities and assist with projects such as refreshing new PCs or replacing switches on a routine basisWorks daily with a service desk solution involving ticketing/incident management software and resolving issues within set SLO/SLA timeframesProvides hands-on desktop support of all hardware/software located in officeProvides desktop/application phone support for all users located in multiple statesLeverages Microsoft Intune to deploy new applications to all users in phased manner reducing impact of issues to usersManage patching to all devices in the companyApproaches customers with positive attitude regardless of issue on repeated issues with customerAble to document in detail a process from start to finish so that it could be transitioned to other team members and repeated successfully by othersDiagnoses and resolves end-user network/local printer problems, PC hardware problems, e-mail, Internet, client VPN and other network connectivity problemsCoordinates timely repair of IT equipment covered by 3rd party vendor maintenance agreementsPerforms minor desktop hardware repair for computer equipment and peripherals not covered by 3rd party vendor maintenance agreementsComplies with change control process when implementing hardware/software changesResponsible for creating SOPs to continuously knowledge transfer with team with focus around application support issuesResponsible for documenting all incidents/tickets daily and emailing customers updates daily.Responsible for updating Kanban/Agile board daily/real-timeAbility to support very legacy, older applications until applications are refreshedOther duties as assignedQualifications and Experience
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Can create OS images and deploy with applications to 1000+ devices plus within hours of a critical patch release from a vendor.Hands-on experience with Windows 10 in an enterprise environment and supporting legacy and new applicationsDemonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handledAdvanced troubleshooting skills of PC issues including Windows 10, Microsoft Office 365 (including Outlook, Teams, etc)Advanced troubleshooting of desktop/laptop network connectivity issues and applicationsSupported remote access/VPN access; Windows Virtual Desktop a PlusFluent verbal and written English communication skills required; Spanish a plusAbility to communicate effectively, both verbally and written with staff/end users of all levelsExceptional interpersonal skills, customer service with a focus on listening and questioning skills. SMB networking devices (firewalls/switches/routers/wireless access point) experience a strong plus
Harvest-Sherwood is committed to offering competitive benefits to our employees and their dependents, including paid vacation, health insurances, and a 401K plan!
*We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
#IND123