IT Field Support Analyst Are you ready to elevate your career and be a part of creating the world's best desserts? Dessert Holdings partners with some of North America's most iconic chains to bring people together to celebrate life's sweetest moments.
Dessert Holdings is looking for an
IT Field Support Analyst to join our team. Based out of our
Aurora, CO facility, this individual will travel to other company sites to perform day-to-day operations of the IT support team and act as remote hands for our engineering and managed support provider to resolve technical issues with excellent customer service.
The typical hiring range for this role is $70,000 to $85,000 annually and is based on several factors such as education, work experience, skills, certifications, location, etc. In addition to pay, Dessert Holdings offers benefits such as a choice of comprehensive medical plans, dental and vision insurance, paid vacation and holidays, and retirement contribution to all eligible employees.
KEY RESPONSIBILITIES: - Complete IT support tickets to ensure timely resolution and SLA compliance, either remotely or by traveling onsite to provide hands-on support of technical and end user issues
- Diagnose and resolve technical issues related to hardware, printers, and software applications for our end users on desktops, laptops, and peripherals.
- Deploy and configure PCs and related hardware in various locations, ensuring that systems are set up according to organizational standards and specifications.
- Install and configure software applications, drivers, and updates on new and existing PCs.
- Maintain detailed records of services performed, inventory usage and monitoring, and user interactions within our service management platform
- Organize travel plans, manage time effectively, and ensure timely arrival at company sites. Handle travel arrangements and expenses in accordance with company policies.
- Communicate effectively with our end users to understand their issues and provide solutions that align with company policies and standards.
- Work with other IT teams and departments to provide seamless integration and alignment of support services that align with organizational goals and priorities.
- Participate in Major Incident Management calls with our Managed Service Provider to ensure that major incidents impacting the business operations are being resolved in a timely manner as needed
- Assist with special projects and initiatives as directed by management
QUALIFICATIONS AND EDUCATION REQUIREMENTS: - Associate's degree in Information Technology, Computer Science, related field or equivalent experience
- 3+ years' experience in an IT support role, with a strong technical background in troubleshooting desktops, laptops, printers, peripherals, and software applications.
- Demonstrated proficiency or experience supporting Windows Operating Systems, the Microsoft Office product suite, and common enterprise applications such as (Teams, Zoom, Adobe, etc.)
- Experience imaging and deploying computers for new hires as well as replacement computers for users
- Familiarity with ITIL Incident Management processes; an ITIL v3 certification is preferred.
- Familiarity with IT security principles (network security, identity and access management, data protection) is preferred
- Ability to travel up to 60 to 75% throughout the US and Canada (typical trip length would be 2 to 4 days, and weekends may be required only for special project implementations and are coordinated in advance)
- Excellent communication and interpersonal skills, with the ability to effectively interact with users at all levels of the organization.
- Strong root cause analysis and problem-solving skills
- Strong customer service orientation and a commitment to delivering high-quality support in a fast-paced environment.
- Demonstrated ability to adapt to rapidly changing environment and priorities
About Dessert Holdings Dessert Holdings is North America's fastest-growing premium dessert company, bringing unparalleled dessert experiences to both retail and foodservice customers. The company, headquartered in St. Paul, Minnesota, is a collection of premium dessert companies and brands: Steven Charles, The Original Cakerie, Lawler's Desserts, Atlanta Cheesecake Company, Dianne's Fine Desserts, and Kenny's Great Pies. Dessert Holdings is owned by Bain Capital, employing more than 3,200 people across nine North American manufacturing facilities.
EEO Statement Dessert Holdings and its related entities provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other characteristics protected by law.
Pay Range: $70,000 - $85,000 per year