IT Site Support Specialist

About the role

Sara Lee desserts have long been known for exceptional flavor and value in the frozen food aisle and away-from-home markets. For the first time in more than 60 years, Sara Lee operates independently as Sara Lee Frozen Bakery, a collection of leading brands united by quality and innovation, including Sara Lee®, Chef Pierre®, Bistro Collection®, Superior on Main®, and Cyrus O'Leary's®. Sara Lee Frozen Bakery is building on the legacy of a small Chicago bakery that grew into an American institution. Using carefully sourced ingredients and time-honored recipes, we are committed to making life's moments a little sweeter, putting our customers first, and finding new ways to make favorite foods even better. Our vision is to be the world's most beloved bakery by creating irresistible foods, growing with our customers, and delivering value for all. We value the different perspectives and experience each employee brings. Through collaboration and innovation, we empower employees to act with speed and contribute to our success. The IT Site Support Specialist provides primary on-site technology support for employees and operations at our Traverse City manufacturing location, with occasional remote support for Tarboro, Southbridge, Airway Heights, and the corporate office. This position supports end-user computing, infrastructure, security, IP telephony, label processing, RF guns and other technology needs that help maintain reliable bakery operations.

Responsibilities

• Provide Tier 1 and Tier 2 support for PC hardware, voice and intercom systems, Microsoft 365, desktop operating systems, and application software.
• Support the IT infrastructure and hardware used in bakery operations.
• Install, configure, and maintain desktop and laptop computers, tablets, wireless devices, handheld RF devices, and peripherals.
• Work closely with managed service providers and IT management on network projects, upgrades, and installations.
• Partner with bakery maintenance and safety teams to support production- and safety-related hardware and software.
• Troubleshoot and resolve hardware and connectivity issues locally and remotely.
• Refresh aging equipment and coordinate with service providers to migrate data to replacement computers.
• Maintain accurate hardware, software, and licensing inventories.
• Coordinate with the Infrastructure team and vendors to confirm product delivery and ensure new equipment is installed, configured, and ready on schedule.
• Provide after-hours support as needed.
• The responsibilities described above are not intended to be all-inclusive. Additional duties and responsibilities may be assigned as business needs require.

Qualifications

• Bachelor's degree preferred.
• Three to five years of corporate help desk, systems administration, or IT support experience.
• Experience providing Microsoft 365 support to end users.
• Ability to manage and support diverse hardware and peripherals (i.e. RFGuns, Label Printers, iPads, etc.)
• Knowledge of MDM tools and capable of supporting mobile devices.
• Working knowledge of network switches and switching technologies.
• Familiarity with Kronos timekeeping technology.
• Strong interpersonal skills and the ability to work effectively with employees and management at all levels.
• Self-motivated and able to work independently with limited supervision.
• Ability to learn new technologies quickly, solve practical problems, and work effectively under tight deadlines and pressure.
• Ability to prioritize and manage multiple tasks and deadlines.
• Excellent root-cause analysis, troubleshooting, and problem-solving skills.
• Collaborative and team-oriented.
• Proficiency with Microsoft Office applications.