IT Network Technician Level TWO

Elmer Chocolate is the oldest family-owned chocolate company in the USA. Our factory in Ponchatoula is the 2nd-largest manufacturer of Valentine boxed chocolate in North America.

The IT Technician II provides hands-on support for computer systems, network-connected devices, software applications, and end users throughout the organization. The role installs, configures, maintains, and troubleshoots hardware and software while supporting daily operations in office and manufacturing environments. The ideal candidate has a genuine passion for information technology, enjoys troubleshooting and continuous learning, and takes ownership of problems from initial report through final resolution.

Accurate documentation, ticket updates, inventory management, and technical records are core responsibilities of this position and are essential to maintaining reliable IT operations.

• Windows workstations and laptops
• Microsoft 365
• Active Directory / Entra
• VoIP phone systems
• Wireless networking
• Security cameras and NVR systems
• Access control systems
• RFID and barcode scanning systems
• Label and office printers

• Lives and communicates Elmer Chocolate Values, our guiding principles.
• Serve as a "backup" for other IT roles/duties in others' absence.
• Completes other duties/additional tasks as assigned by the manager or supervisor.

• Install, configure, image, maintain, and troubleshoot desktop computers, laptops, printers, time clocks, wireless access points, telephones, cameras, access control systems, barcode/RFID scanners, and other network-connected devices.
• Deploy and support approved software applications, coordinating with vendors and third-party support providers as needed.
• Respond to and resolve IT support requests in a timely manner through the ticketing system. Maintain accurate ticket notes documenting troubleshooting performed, status, user communication, next steps, and final resolution.
• Assist with technology projects, upgrades, migrations, and system implementations.
• Perform data corrections and basic system administration tasks as assigned.
• Support Microsoft Windows operating systems, Microsoft 365 applications, user accounts, and related technologies.

• Create, modify, disable, and maintain user accounts and access permissions in accordance with company security requirements and established procedures.
• Maintain accurate and current inventory records for IT assets, equipment, devices, accessories, and supplies. Update records as equipment is deployed, relocated, replaced, returned, repaired, or retired.
• Maintain accurate network documentation, including device locations, switch ports, VLANs, IP information, cabling layouts, access points, and infrastructure changes.
• Complete assigned tasks from beginning to end, including implementation, testing, verification, documentation, communication, and ticket closure.
• Regularly verify physical IT inventory against documented records and promptly investigate and correct discrepancies.
• Communicate project delays, technical blockers, resource needs, or scheduling concerns to the Senior Network Administrator before they interfere with task completion.
• Work professionally and collaboratively with Maintenance, Production, Warehouse, Shipping, and other departments on cross-functional technology projects.
• Take ownership of assigned responsibilities, follow management direction, and raise technical concerns professionally and constructively.
• Monitor and evaluate efficiency of software/hardware usage, providing items to be covered in training of users, making them more efficient.
• Monitor software licensing and usage to support compliance with vendor agreements and company standards

• Maintain an adequate level of knowledge of operating system and application software being used to provide high levels of support to users.
• Create and maintain written technical procedures, knowledge-base articles, network diagrams, network mapping, infrastructure documentation, and troubleshooting guides on an ongoing basis.
• Follow company cybersecurity standards and assist in identifying, reporting, and responding to security-related incidents or concerns.
• Support implementation and maintenance of hardware and software security measures.

• Participate in team meetings, providing input and suggestions.
• Assist in providing computer/network support relating to software and…