About the Opportunity

Driscoll’s Strawberry Inc. is seeking an IT Support Specialist to be part of a growing and exciting team. This role will integrate, test, distribute, and support client applications and operating system software for Driscoll’s endpoint environment. The ideal candidate will have a solid understanding and experience in endpoint engineering and be able to perform in compliance with policy guidelines and within timeframes as defined in the team’s SLAs and or project requirements.

An IT Support Specialist is responsible for the on-premises/cloud management solution to manage desktops, laptops, and mobile devices on the network or internet-based. This role will work with cloud-enabled solutions like Intune, Azure Active Directory (AD), Microsoft Endpoint Management, and other cloud services.

In this position, you’ll become part of a technically diverse team including but not limited to Service Desk Specialists, Network Engineers, System Administrators, and Database Professionals. Together this team provides IT Operations and Supports the Global Information Services team at Driscoll’s Strawberry Inc.

Responsibilities

• Evaluating and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Troubleshoot applications to identify and correct malfunctions and other operational difficulties.
• Manage the Service Desk Ticketing System and suggest enhancements in process and procedures.
• Create and update resolution documentation knowledgebase for future use.
• Work with setup and installation of equipment to include PC’s/laptops, printers, and mobile devices.
• Coordinate daily requests such as adding/deleting users, providing access, maintaining email groups, and other miscellaneous IT requests.
• Participates in projects for new implementations and environment changes. Keeps abreast of new technologies in the initiative desktop computer field by periodically attending seminars and/or training courses.
• Supports process improvements and innovations. Verifies improvements through standard User Acceptance Testing (UAT) channels and implements changes with proper approval.
• Significant contributor to the education of the End User Support Team using knowledge base articles and knowledge transfer sessions.

Candidate Profile

Qualifications:

• Bachelor’s degree in computer science or related field of study.
• Certifications like Microsoft AZ-900 and ITIL Foundations are also an asset.
• Comparable experience working in a Microsoft Windows environment.
• Experience with Incident Management, Request Fulfillment, Knowledge Management, or Service Level Management.
• Manage Helpdesk support requests through the ticketing system (ServiceNow).
• Provide technical troubleshooting expertise to resolve various hardware and software upgrades, repairs, and support.
• Assist in New Hire Onboarding Process: Equipment Deploys, Account Creation, Imaging, Setup, and Training.
• Assist in creating and maintaining documentation on Helpdesk policies and user support.

Certifications and Technical skills:

• CompTIA A+
• Microsoft Certified Profession (MCP)
• ServiceNow Foundational (ITSM)

Preferred Qualifications:

• Experience with components included in Microsoft Endpoint Manager: Configuration Manager, Intune, Azure AD, M365, Autopilot, and Desktop Analytics.
• Preferable working in a dynamic international environment.
• Excellent English verbal, written, and communication skills.
• Ability to research and develop recommendations for Service Management of specific items/scenarios.
• Ability to thrive in a challenging and rapidly changing environment.
• Team player. Must possess the ability and experience to successfully build strong relationships and earn the trust/respect of others.
• Bilingual: English/Dutch communication skills required.
• A valid passport and the ability to travel internationally without restrictions.
• Valid driver’s license and the ability to be covered under a company-sponsored vehicle insurance program.

Leadership Competencies:

• Cultivates Innovation: Finds, champions, and implements innovations, large or small.
• Plans & Aligns: Establishes priorities and desired outcomes and creates plans to achieve them.
• Drives Results: Pursues everything with energy, resourcefulness, and the need to achieve desired outcomes.
• Collaborates: Works with various colleagues, inside and/or outside of Driscoll’s, seeking win-win solutions.