What are the responsibilities and job description for the IT SERVICES TECHNICIAN position at HP Hood LLC?

Are you a self-driven person looking to advance your career as a high-impact player on a team? If so, we have an exciting challenge for you and your future!

At HP Hood LLC, we celebrate our differences. Our diversity of people, backgrounds, experiences, thoughts and perspectives are fostered to create an inclusive work environment. We are at our best when we respect and value each other – One Team One Company!

Our culture is built on value commitments to innovation, quality, results, integrity, community, people, and collaboration that fosters a strong employee engagement, teamwork, safety and wellness. We offer a competitive benefits package that includes health, dental, vision, wellness programs, employee discounts, 401k matches, tuition reimbursement, ongoing development, advancement opportunities and more. This position is also eligible for our bonus program.

Founded in 1846, today Hood is one of the largest and most trusted food and beverage manufacturers in the United States. Our portfolio of national and super-regional brands and licensed products includes Hood, Heluva Good, Lactaid, Blue Diamond Almond Breeze, Planet Oat and more.

Job Summary :

The position of IT Service Technician is responsible for providing PC, desktop, network, and telecom services in their assigned region. The position is also responsible for first-level Help Desk support, as needed, to answer / resolve end user questions / problems in addition to monitoring multiple systems including LAN / WAN, servers and applications. The position requires excellent soft skills to ensure that service is provided effectively, efficiently and collaboratively with the IT team and the Hood business. Strong technical and analytical skills will be required to assist with resolving problems in a timely manner. The position requires 24 x 7 availability as needed to provide critical support and services to the HP Hood LLC Business.

Essential Duties and Responsibilities :

Provide technical service and support to the assigned region to include :

First level response for all assigned service tickets
Supporting and maintaining desktop, LAN, and telecom environments in conjunction with the infrastructure teams
Deploying new and upgrading existing equipment & software
Ability and means to travel, as needed, to supporting plants, which includes our Concord, NH, Barre, VT and Portland, ME locations.

System Operations Processing and Monitoring

Perform daily operational processing tasks as needed

Monitor scheduled system processes to ensure successful completion

Investigate and resolve any monitoring issues that occur during scheduled shift

Notify or escalate issues to Application Support and Infrastructure departments

Customer Service ensures :

Rapid restoration of services

Service levels are met and escalated items are managed through to closure

IT communications are delivered to the customers in a seamless working environment with the various support teams

IT Service Desk is manned at all times during the stated coverage windows utilizing all members of the department to participate as needed

A seamless working environment with the various support teams

Liaison with other departments

Communicates regularly with other IT departments and business units to maintain positive, productive working relationships

Personal Development

Continue personal development in both business and technical areas.

Continue to keep up-to-date with relevant information technology developments relevant to company’s business.

Continue to expand knowledge of Hood's business

Education and Experience :

Appropriate Microsoft Systems Certifications, A Certification, and / or 2-year computer science degree with related Microsoft and networking experience

Microsoft Certified Systems Administrator (MSCA), A Certification, and / or related experience

ITIL Foundation Certification a plus.

Skills and Competencies :

Demonstrated relationship building skills to all staff levels throughout the organization (local and remote)

Excellent problem resolution skills

Five years of hands on experience working with and supporting Microsoft and networking environments

Strong knowledge of current common infrastructure solutions and PC software products

Ability to organize and prioritize tasks and assignments in a high-volume, ever-changing and unpredictable workload environment

Ability to effectively communicate orally and in writing with internal and external contacts, documenting, communicating and resolving technical issues and problems in a clear and understandable manner

HP Hood is an Equal Opportunity Employer

Female / Minority / Veteran / Disabled

VERVRAA Federal Contractor"

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