ASR Group/Domino Sugar Helpdesk Analyst in West Palm Beach, Florida

Florida Crystals is a leading domestic sugar producer and North America’s first fully integrated cane sugar company, guiding our sugar from the field to the table. We are America’s first and only producer of certified organic sugar, grown and harvested in the United States, and the first sugar certified CarbonFree® by Carbonfund.org. Our renewable energy facility is the largest of its kind in North America and provides clean energy that powers our sugar operations and tens of thousands of homes, which helps us reduce our use of fossil fuels.

OVERVIEW

The Helpdesk serves as a central point of contact for the quick diagnosis of IT related problems and the efficient resolution of those problems. The Helpdesk Analyst has constant interrelation with users throughout the company's systems, including executives of the company. The Helpdesk Analyst is responsible for supporting the coordination and administration of business processes and user support requests for multi-company Helpdesk; assisting users with device and software issues, etc.

DETAILED ROLES & RESPONSIBILITIES

  • Provides level 1 and 2 technical remote phone support for clients at local office and remote locations

  • Perform routine system monitoring of systems, standard processes, and scheduled jobs

  • Supports Windows and IOS Clients. Troubleshooting client device issues, connectivity, package deployment and virus removal.

  • Assist in the repair and recover from hardware or software failures and system outages, by coordinating and communicate with impacted constituencies

  • Assists in appropriate level software installations, patches and upgrades to maintain system integrity and security

  • Develops and maintains appropriate system documentation

  • Escalates more complex problems to subject matter experts as necessary.

WORK EXPERIENCES

  • 3+ years of desktop support, customer support and/or helpdesk experience

  • In depth knowledge of maintaining and upgrading Windows 7 and 10 OS, Microsoft 365 Productivity Applications and Windows networking. Familiarity with MAC OS and iOS.

  • In depth knowledge of the Windows Active Directory domain architecture and its interaction with the desktop environment.

  • Experience using ServicePro or other Enterprise Help Desk incident and project management reporting tools.

  • Experience supporting VOIP and soft phones

  • Experience using remote client management tools

  • Experience supporting clients with device encryption and anti-virus software.

  • Experience supporting Wi-Fi security, VPN and network access.

EDUCATION REQUIREMENTS

  • BA in Computer Science or related field preferred but not required.

  • MCSA or 5 years experience in a Windows environment.

  • Network+ or 2 years supporting enterprise network infrastructure.

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

  • Excellent customer service skills.

  • Meticulous attention to detail.

  • High level knowledge of data center hardware (i.e. UPS, cabling, switches, etc.)

  • Ability to troubleshoot desktop and infrastructure issues and resolve complex problems.

  • Ability to make decisions recognizing established precedents and practices and to use resourcefulness and tact in solving new problems.

  • Ability to exercise judgment and discretion in applying and interpreting department rules, regulations, policies, and procedures.

  • Strong analytical and research skills; ability to ascertain priorities and meet deadlines and objectives.

  • Strong written and oral communication skills.

  • Ability to establish and maintain effective working relationships.

  • Ability to analyze and optimize servers and workstations, perform network integration, installation and configuration.

  • Flexible Schedule

  • Must be authorized to work in the United States.

LOCATION OF ROLE

  • West Palm Beach

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.