Service Desk Analyst

At Batory Foods, we encourage our team to Bring YOU, Every Day because true success starts with the ability to be yourself and letting your unique talents shine. Since 1979, the heart of our success has been our people. The Friedman family established a legacy of generosity, warmth, and respect. And with core values like Invest in Relationships and Be Relentless About Improvement, each member of our team consistently strives for excellence to uphold that legacy—whether it’s related to the employee experience, our processes, or the customer journey. Join our team today and help us build a better tomorrow, together.

Benefits:

14 paid holidays with a end of year holiday refresh break

Health, Vision and Dental Insurance

401K and Profit-Sharing program

Tuition reimbursement program

Be Positively Excellent well-being program

Term Life Insurance Plan

Standard Disability Plan

Job Description:

The Service Desk Analyst is an important role within the IT Organization.  This role will work to resolve service desk tickets as they are submitted by the internal Batory team members. 

In addition, there will be various technology projects assigned to the analyst.  These projects / tasks will be within a variety of technologies and will not only serve the needs of the IT Organization, but  will also provide growth opportunities and allow the Service Desk Analyst to explore many of the areas within IT. 

Our office practices as hybrid work environment and the long-term expectation will be spending at least 3 days per week working in our Wilmington Facility and remaining workdays being remote. .

This position will report to a Manager/Director of IT Systems. 

 Key Responsibilities:

• Answers / responds to calls and e-mails placed to the Help Desk by creating, categorizing, and prioritizing tickets through the Company's ticketing software. Resolves tickets in a timely manner.

• Supports company’s hardware and software for all users. This includes but is not limited to laptop and desktop hardware, all peripheral iPhone/Android devices, Windows 10, VPN, etc.

• Performs hardware break/fix for laptops, desktops, printers, scanners, and peripherals.

• Images machines based on Batory Foods standard practices.

• Escalates user issues to the appropriate groups for resolution.

• Supports phone system additions, moves, and changes under the direction of the telecommunications team.

• Supports local printers with vendor.

• Performs preventive maintenance on hardware, software, as required.

• Supports conference room technologies for voice and video conferencing systems.

• Participates in the company’s projects as needed.

• Performs or assists with desktop hardware/software training as necessary, including facilitating and setting up MS Teams, WebEx or Video Conference sessions.

• Participates in weekly AV monitoring to proactively identify and address issues as needed.

• Follows policies/procedures/checklists to prevent or minimize disruption of service to end-users.

• Proven ability to work on multiple priorities in a deadline-driven environment.

• Excellent ticket documentation skills.

• Ability to maintain a high level of flexibility.

• Excellent analytical, troubleshooting, and problem-solving skills.

• Self-motivated and self-directed with the ability to work with minimal supervision.

• Support in-office walk-ups and remote assistance while providing a great customer experience.
• Work with HR and IT team to ensure 100% success on all new hires, transfers, and separations.
• Collaborate with IT team to roll out new technologies and improve and optimize solutions.

• Other duties as assigned.

Qualifications and Skills Required:

• IT desktop support experience in an enterprise environment. Knowledge of supporting Windows 10, and Android macOS, iOS.
• Solid grasp of the following technologies: MS Office 365, Active Directory, Azure AD, HP printers, and familiarity with MS Remote desktop is a plus.
• Excellent hands-on and remote customer service skills.
• Ability to work independently and within a team environment. Able to prioritize and address multiple tasks and projects in a dynamic work environment.
• Process creation and documentation experience.
• Strong interpersonal and communication skills, strong work ethic and positive attitude.

• Associates degree in science/technology
• Certifications a plus (CompTIA A , CCNA, Network , Microsoft 365 Certified: Modern Desktop Administrator Associate, …)

Batory Foods in an equal opportunity employer which considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law. In addition, Batory Foods also provides “reasonable accommodations” to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. If you need a reasonable accommodation for any part of the application or hiring process, please notify us immediately. 

Salary : $45,000 - $75,000