Helpdesk Analyst

About Barilla

At Barilla, we believe that every great journey begins with passion and a bold vision. From our humble beginnings in 1877 in a small shop in Parma, Italy, we’ve blossomed into a global leader in the food industry, guided by our commitment to progress and excellence. Today, Barilla is an international group present in more than 100 countries and we are proud to be recognized as the world’s top food company by reputation. With 22 beloved brands in our portfolio, we are the world leader for pasta, the number one choice for ready-made sauces in Europe, leader for bakery products in Italy, and for crispbread across Scandinavia with Wasa. Our success story is written by a passionate team of almost 9,000 dedicated employees across 30 plants and offices worldwide, all united by a shared mission to nourish the future with purpose and passion.

About the Role

This is a hybrid role based out of Northbrook, IL. The main responsibility of the IT Infrastructure and Operations Communication Analyst is providing technical support for employees across desktop computers, laptops, mobile devices, software applications, and network services. This role is responsible for troubleshooting IT issues, managing user accounts and access, supporting Microsoft 365 and Azure environments, and assisting with technology projects. This role will also coordinate employee onboarding and offboarding, deploy hardware and software, and provide support to remote offices and users.

Responsibilities

• Provide Tier 1 and Tier 2 support for PCs, laptops, mobile phones, printers, and related technology.
• Provide helpdesk coverage for Barilla America’s headquarters and remote sites.
• Troubleshoot hardware, software, operating system, application, and network issues.
• Respond to support requests through the ticketing system, phone, email, and remote support tools.
• Document issues, status, and resolution in Barilla’s helpdesk system.
• Ensure issues are resolved or escalated in a timely fashion, while providing periodic status updates on all open issues.
• Escalate complex issues when necessary.
• Coordinate IT onboarding and offboarding activities for employees.
• Create, modify, and disable user accounts in Barilla’s identity management system, and manage user accounts in Microsoft Active Directory.
• Manage user access, permissions, security groups, and software licenses.
• Support password resets, multi-factor authentication (MFA), and account-related troubleshooting.
• Maintain accurate records of assigned equipment and user access in Barilla’s inventory system.
• Support collaboration platforms such as MS Teams and Cisco Video conferencing.
• Support PC refresh, mobile phone deployments, and other technology rollout projects on time and within budget.
• Work with Global IT team on issues that require their support. Enter tickets in global helpdesk system and follow up as necessary.
• Provide support in a polite and professional manner while delivering excellent customer service.
• Follow all processes and procedures as defined by the local/Global IT departments and Company policy.
• Other duties as assigned.

Requirements

• Bachelor’s degree in information technology, computer science, engineering, other technical field or specialized training.
• 2+ years of experience in a Help Desk, Desktop Support, or IT Support role.
• 1+ years’ experience managing Infrastructure or related projects.
• Experience supporting Windows PCs (Windows 11), Microsoft 365, and mobile devices.
• Basic knowledge of Microsoft Azure, Microsoft Entra ID, and Active Directory.
• Experience creating user accounts in Microsoft Active Directory or other identity management systems.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Strong troubleshooting, communication, and excellent customer service skills.
• Ability to manage multiple tasks and priorities.
• Ability to provide remote support via various methods.
• Domestic and international travel may be required, 10-15%.

Preferred Qualifications

• Experience with Microsoft Intune or other endpoint management tools.
• Experience supporting multiple office locations.
• CompTIA A+, Network+, Microsoft, or related certifications.
• Experience with SCCM and software distribution.
• Cisco CCNA certification.
• SAP support experience.
• Experience working in a global environment.
• Demonstrated ability to manage multiple initiatives concurrently.
• Experience with cloud systems.
• Experience with SAP or SAP GUI.
• Experience delivering small infrastructure projects, such as PC and mobile deployment.
• Experience with Networking and Cisco equipment.

Pay

As of the date of this posting, the estimated pay range for this role is $70K-$85K plus eligibility to participate in the annual discretionary bonus plan. The actual pay for the position will be determined by various factors, including but not limited to job-related experience, skills, education, location, and internal equity.

Benefits

• Medical, dental, and vision insurance.
• Paid time off.
• 401(K) plan with company match.
• Life and disability plans.
• Employee assistance program.