Helpdesk Analyst

Job Purpose

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.

Key Accountabilities

• 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.
• Cook up 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.
• All support should be provided in polite and professional manner while providing excellent customer service.
• Follow all other processes and procedures as defined by the local/Global IT departments and Company policy.
• Other duties as assigned.

Desired Skills And Background

• 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
• Able to manage multiple tasks and priorities
• Able to provide remote support via various methods
• Experience with Microsoft Intune or other endpoint management tools
• Experience supporting multiple office locations
• Certifications: CompTIA A+, Network+, Microsoft, or related
• Experience with Cisco CCNA certification
• SAP support experience
• Domestic and Internationally travel may be required, 10-15%
• Excellent communication and interpersonal skills
• 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 and Benefits

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. This range may be subject to change over time. Barilla strives to provide you and your family with a wide range of benefit options to support your overall health and financial well-being needs. This position qualifies for benefits that include medical, dental, and vision insurance, paid time off, a 401(K) plan with company match, life and disability plans, and an employee assistance program. Barilla is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law. Barilla America strives to make https://jobs.barillagroup.com/ accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance complete the application process, please contact accommodations@barilla.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.