IT Field Services Engineer

Description

Golden State Foods is a distinguished leader in the food service industry, offering an extensive array of products and services to a diverse clientele. Rooted in the values of quality service and integrity, we are dedicated to creating a supportive and inclusive atmosphere where employees can advance, innovate, and contribute to our ongoing success.

The IT Field Services Engineer is accountable for ensuring maximum business productivity by providing local site and backup remote support of business processes and technologies within Golden State Foods. This person will work closely with other IT teams and the business to ensure standards and process are followed.

• Help the business leverage technology to operate efficiently, leveraging business applications and productivity tools (e.g. Excel, Access, SharePoint, Teams).
• Deliver excellent technical and non-technical support with outstanding customer service and end user satisfaction in a timely manner.
• Primary support for local business applications and equipment/hardware (e.g. laptops, desktops, printers, temperature monitoring, mobile devices, scan guns, etc…).
• Assist with troubleshooting and management of application specific equipment (e.g. Zebra scanners, label printers)
• Working closely with other IT teams to troubleshoot and resolve application and infrastructure problems.
• Resolve daily issues that impact the team to achieve overall business objectives.
• Collaborate with peers and other groups across the organization; share knowledge and lessons learned.
• Identify technical processes that are manual and/or not scalable and work with the business and IT to improve as needed.
• Create knowledge, technical and process documentation for new or existing processes and issues for the business to use and understand.
• Able to identify Continuous Improvement areas to increase satisfaction of technologies and processes and support CI changes.
• Provide support, training and assistance for all computer-related duties.
• Provide “new user” setup support.
• Act as a point of escalation for local, critical issues.
• Keep local inventory and adhere to Asset Management best practices.

• Work closely with the appropriate IT teams to help support Enterprise applications (e.g. Dynamics 365, VMWare, UKG, Docebo, etc.
• Work closely with end users and identify opportunities for feature improvements, automation and bug fixes.
• Identify training and process improvement opportunities as they relate to these applications.
• Participate in new user training as needed.
• Provide guidance on application functionality for end users.

• Participate in both business and IT projects; focusing on end-user support, communications, and change management

• Participate in and adhere to production change approval board processes.
• Fundamental knowledge of connecting laptops, desktops, handhelds to networks.
• Fundamental troubleshooting skills laptops, desktops, handleds.
• Participate in and adhere to cybersecurity processes and procedures.
• Process tickets in Service Now and adhere to SLA requirements.
• Participate in the on-call rotation for after hours support.
• Support the IT Service Desk with knowledge sharing, documentation and training.

Education/Certification

Bachelor’s degree in computer science or information systems from an accredited college or university, or commensurate work experience.

• 5+ years of technical applications/systems support and IT Service Desk work experience.
• Ability to train end userswith applications and hardware.
• Knowledge of manufacturing and logistics processes and procedures.
• Experience with asset management a plus.
• Experience working…