Service Desk Administrator

Job Description Summary

The IT Service Desk I Administrator will provide first-level support to all North American user communities. They will work with users to troubleshoot and resolve laptop/desktop hardware and software, network connectivity, printers, tablets, and phone issues. They will be the first contact for all issues associated with infrastructure technologies and will escalated to second-level support as needed. This role is part of the Lindt & Sprüngli North America OneIT team, which supports Lindt & Sprüngli North America, Lindt & Sprüngli (Canada), and our three manufacturing companies in the United States:
Lindt & Sprüngli (USA), Ghirardelli Chocolate Company, and Russell Stover Candies.

• Provide End‑user Support: provide primary support for Lindt North America employees. Troubleshoot to determine the root cause and resolution of software and hardware issues. Support desktop and wireless phones, including installations. Document and update procedures related to currently deployed equipment.
• Manage Ticket Assignment and Resolution: manage Service Now incident tickets for technical support and issue resolution, considering user requirements and issue context to ensure proper resolution. Manage ticket priority to meet company needs based on business location and requirements.
• Provide User Management: create, edit, and manage users and systems within the Active Directory Environment. Provide new hire deployments and system upgrades, relocate equipment as requested, and verify functionality. Manage user transfers, ensuring seamless account moves.
• Manage end‑user equipment: select and purchase new systems to meet company desktop, laptop, printer, and phone requirements. Maintain inventory of purchases, deployments, systems, and users. Manage vendors, outsource rs, and contractors to secure infrastructure‑specific products and services. Working within the Modern Workplace parameters, image and deploy desktops and laptops.
• Incident Management: participate in severityone incidents, taking on either troubleshooting, technical response, or communication as assigned by the response team. This may include systems, power, network outages, and IT security incidents.

• 2‑3 years’ hands‑on experience in desktop support in a Windows‑based environment, attending to various first‑level user needs/issues, and hands‑on experience in troubleshooting.
• Experience selecting, setting up, and imaging computer systems; experience Microsoft AD.
• Basic application and server support knowledge, including MicrosoftO
  365 technologies.
• Basic knowledge of current IT Infrastructure protocols and standards.
• Experience working in a team‑oriented, collaborative environment.
• Daily contact with the user community and daily communication during morning Scrum with other service desk administrators.
• Experience with cross‑functional interaction with IT and all levels of customers within the organization.
• Strong analytical and problem‑solving skills and ability to make sound and logical judgments.
• Strong interpersonal, written, and oral communication skills.
• Able to conduct research into issues and products as required.
• Ability to prioritize and execute tasks in a high‑pressure environment and make sound emergency decisions.
• Strong customer service orientation.
• Highly motivated and self‑directed, with attention to detail.

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Business Administration, or related field and/or a combination of related work experience.
• Knowledge of current IT Service Delivery protocols and standards, including OSI and ITIL.
• Knowledge of and experience with Cybersecurity awareness, and security response.
• Basic experience supporting infrastructure networking devices, such as network switches.

Salary Range: $72,/year

Lindt & Sprüngli (North America) Inc. is an Equal Opportunity Employer and does not discriminate on the basis of age, race, color, national origin, sex, marital status, sexual orientation and gender identity, disability, veteran status, pregnancy, or any other status protected by law.