Position Title:                        IT Service Desk Specialist
Department:                          Information Technology
Manager:                               IT Director
Date:                                       September 2026                                            

Job Summary:

Provide IT support to end users remotely and on site across a multi-site manufacturing organization built on a hybrid cloud, hybrid-identity foundation (Microsoft 365, Microsoft Entra ID synchronized with on-premises Active Directory, and Microsoft Azure). Find fixes, workarounds, and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills. May be required to travel to sites, work weekends or after hours, and work mandatory overtime when necessary.
Must have a positive can-do approach and attitude and adapt to change. Required to have effective verbal and written communication skills, good color vision, visual acuity to written material as well as product and machinery details, and change priorities as directed.

Key Responsibilities:
 

• Install and configure hardware, software, and cloud-managed endpoints
• Respond to tickets in accordance with SLA guidelines
• Experience with creating and tracking service desk reports
• Experience with working with MSP for level-1 and level-2 tickets
• Administer identities, groups, and licensing in Microsoft Entra ID, and manage devices, policies, and app deployment through Microsoft Intune
• Support Microsoft Azure and Microsoft 365 cloud services (Exchange Online, SharePoint, Teams, OneDrive) for day-to-day operations and troubleshooting
• Administer Microsoft 365 tenant tasks — mailboxes, shared mailboxes, distribution/security groups, and license assignment/reclamation
• Execute cloud onboarding and offboarding lifecycle: create/disable hybrid AD and Entra ID accounts, manage group membership, apply/revoke access, and reclaim licenses on termination
• Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
• Respond in timely manner to requests and issues
• Repair and replace equipment as needed
• Align endpoints with department security policy through Intune compliance, configuration profiles, and conditional access
• Provide onsite and remote support to end users
• Assist in AV setups as needed for meetings
• Assist new hire training for basic IT needs
• Set up new workstations for users (deploying equipment, provisioning hybrid AD/Entra accounts, assigning M365 licenses, and verifying account setups)
• Heavy use of Windows, Mac OS, iOS and Android devices
• Ability to work in a hybrid identity environment — on-premises Active Directory synchronized to Microsoft Entra ID (Entra Connect), including user/group lifecycle, joins, and password/sync troubleshooting
• Test new technology
• Create documentation for staff for training purposes
• Resolve Tier 1 support tickets
• Participate in an on-call rotation with other technicians
• Identify the root cause of repeated help desk tickets and implement solutions to prevent recurrence
• Work with other technicians to resolve Tier 2 tickets, or escalate to Tier 3 technicians when needed
• Lead and participate in projects approved by management that will improve the experience of our customers and colleagues.
• Identify software and systems that are non-compliant with company and customer policies and provide a solution to become compliant
• Perform other duties assisted or needed by request of supervisors/manager.
• Follow all established safety rules and regulations and utilize required safety equipment
• Report defective equipment or unsafe conditions to the appropriate personnel
• Maintain work area in a clean and orderly condition
• Follow all company Good Manufacturing Practices & Policies
• Ability to collaborate and maintain GCP's commitment to a Food Safe environment

• A Passion for customer service and developing leadership qualities
• Demonstrated reliability and a strong work ethic
• Patience working with end users who have variable technical skills, and the ability to translate technical concepts for someone without a technical background
• Ability to switch priorities and adapt to changing project priorities as a normal course of work
• Some college education, formal training, or equivalent experience
• 3 years of experience in technical, customer facing capacity.
• Demonstrates exceptional interpersonal skills
• Impeccable problem-solving skills
• Working knowledge of hybrid identity — Active Directory and Microsoft Entra ID (Entra Connect sync), including single sign-on and conditional access concepts
• Familiarity with Microsoft 365, Azure, and Intune-based cloud endpoint management
• Ability to own the resolution of reported issues through to completion
• Ability to conceptualize and implement new solutions that improve the experience of our technicians and customers
• Excellent oral and written communication skills
• Strong organizational skills and the ability to handle multiple tasks concurrently
• Ability to travel to off-site locations

 

 

 

Preferred:

 

• Bachelor’s Degree in a related field or certifications that align with front line support.
• Bilingual (English/Spanish) a plus.

Additional Job Functions:
 

• Complies with all general Company-wide standard operating procedures (SOP’s) and any job or department specific SOP’s.
  • SOP’s may cover the areas of (but are not limited to)
    • Employee Health and Safety
    • GFSI (Safe Quality Food packaging) and GMP (good manufacturing procedures) focused on eliminating contaminates in all packaging manufactured.
    • SGP (Sustainable Green Printer) environmental regulatory procedures and SOP’s
• Must work within productivity standards and completes work in a timely manner.
• Special Projects & other duties as necessary