Job Summary:

Under minimal supervision, performs remote and desk-side hardware and software support for end users of PC-based systems throughout the organization. Trains end users in the use of equipment and software.

This position requires knowledge of Windows 10 and Windows 11 and all applications/functions native to the Windows operating system, understanding of TCP/IP and Microsoft Networking, Microsoft Office 365, experience with deployment and troubleshooting network and standalone printers, iPhone, and Android based phones, Microsoft Surface tablets, and iPad tablets. Requires basic knowledge of networking and server equipment and operating systems to respond to support and break/fix calls.

Candidates will need to demonstrate initiative, strong problem solving and troubleshooting skills, and the ability to work in a team, while also assuming individual responsibility for their work. The ideal candidate will be client-focused with excellent interpersonal skills and comfortable in a dynamic, fast paced environment. This position requires some physical labor.

Essential Functions of the Job:

• Primary on-site problem triage, resolution, and recording.
• Ability to image laptop and desktop computers using PXE boot.
• Troubleshooting desktop related issues.
• Local infrastructure support.
• Installs hardware and software including operating system and office applications including unpacking new equipment; installing and removing options in PC's; installing and configuring software; performing backups of workstations; preparing equipment for shipping; shipping equipment to remote sites; shutting down and moving workstations; cleaning and refurbishing equipment.
• Provides end user support and obtains technical support, as required.
• Create and maintain technical documentation.
• Administering corporate workstation assets by tracking computer equipment using appropriate asset management database, tagging equipment with asset tags, perform physical inventory, as necessary.
• Provide end-user support by providing limited desk side training in operating hardware and software.
• Repair/upgrade all computer equipment to include troubleshoot and fix problems on PC's, troubleshoot and fix problems on printers, respond to Help Desk dispatch.
• Other duties, as assigned.

Supervisory Responsibilities:

• None.

Minimum Qualifications:

• 5 or more years relevant work experience.
• Able to lift and carry up to 50 lbs.
• Excellent communication skills in a wide array of situational settings.
• Strong organizational and prioritization skills, detail-oriented, and strong interpersonal skills.
• Must be available for escalations during an on-call rotation: nights, weekends, and holidays; occasional travel to out-of-town locations will be required.
• Possess excellent communication skills, both written and oral, with both technical and non-technical users and provide extensive attention to detail in the creation of technical documentation.
• Experience supporting end users on Windows based operating systems using the Microsoft 365 suite of applications.

Preferred Qualifications:

• Experience with a call tracking system (ServiceNow is a plus).
• User and Computer object administration in Microsoft Active Directory.
• Experience with Microsoft Exchange and Microsoft Entra/Azure.
• Experience with a Mobile Device Management (MDM) solution (Intune is a plus).
• Knowledge of Microsoft Teams and Microsoft Teams telephony.
• Knowledge of VMWare and Microsoft Hypervisor.
• Experience with Cisco Meraki cameras and networking equipment.
• Experience with TeamViewer for remote computer management.

Knowledge and Skills:

• Demonstrated Ability to Learn Quickly using Google or Technical Manuals.
• Excellent Customer Service skills (Good with people at all skill levels).
• Excellent knowledge/troubleshooting of Windows 10 and Windows 11 operating systems, network printing, Microsoft Office applications, experience with Microsoft Active Directory.
• Broad Knowledge of PC, Networking, and Server software and hardware.
• A proven ability to troubleshoot complex technical issues in a timely manner.

Additional Considerations:

• Travel Expectation: Up to 15%.
• Location: This position will be at the SunOpta Plant in Allentown, PA.
• Relocation or international remote working arrangements (outside of the US) will not be considered.

Work Environment/Physical Demands:

Approximately 60% of the work is performed in an office environment. 40% of work may involve being in the agricultural or manufacturing environment.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.