IT Support Specialist

Description

Reports To: Director of Plant Engineering/COO

FLSA Status: Non-exempt

Job Grade: 3

Pay Range: $28.00-$38.00

Position Overview:

IT Support Specialist

The IT Support Specialist is responsible for providing comprehensive technical support and IT services to employees of both manufacturing facilities and offices. This position serves as a primary point of contact for end-user technical support while assisting with the administration, maintenance, monitoring, security, and continuous improvement of the company’s desktop, network, server, application, and endpoint environments.

The position provides first- and second-level support for hardware, software, networking, Microsoft 365, printers, and related technology. The role is responsible for managing incidents and service requests through the company’s ticketing system, meeting established service-level agreements (SLAs), supporting user onboarding and offboarding, deploying and maintaining equipment, monitoring system operations, and escalating complex issues to the appropriate infrastructure or application support teams.

The successful candidate will possess strong technical and analytical capabilities combined with excellent customer service and communication skills. This position requires the ability to work collaboratively with employees at all levels, manage competing priorities in a high-volume environment, and provide timely, professional, and effective resolutions to technical issues. The position requires full-time onsite.

Essential Duties and Responsibilities

Technical Support & Service Desk

• Serve as a primary point of contact for employees requiring technical assistance and provide first- and second-level support for assigned incidents and service requests.
• Receive, prioritize, investigate, resolve, and document help desk tickets while meeting established response and resolution SLAs.
• Monitor ticket volume, identify recurring issues, and ensure escalated matters are actively managed through resolution and closure.
• Provide onsite and remote technical support for desktops, laptops, printers, audiovisual equipment, peripherals, software, applications, and network access.
• Diagnose and resolve hardware, software, operating system, connectivity, and user-access issues in a timely and professional manner.
• Provide excellent customer service while maintaining a customer-first approach and minimizing disruption to business operations.
• Communicate technical issues, resolutions, status updates, and required actions clearly to employees and other IT support teams.
• Develop and maintain knowledge base articles, technical documentation, procedures, and user guidance materials.

Desktop, Endpoint & Hardware Management

• Set up, configure, provision, deploy, upgrade, troubleshoot, and maintain desktop and laptop computers and related peripherals.
• Configure and manage PCs through manual imaging and Microsoft.
• Install, configure, patch, upgrade, and maintain software applications and endpoint security tools.
• Support the deployment of new technology and upgrades to existing hardware and software.
• Maintain accurate IT asset inventories and records.
• Coordinate equipment deployment, shipping, returns, secure reimaging, replacement, and disposal.
• Conduct hardware and software audits and assist with lifecycle management of IT assets.

Network & Infrastructure Support

• Support and maintain desktop, LAN/WAN, network access, and endpoint environments in coordination with infrastructure and other IT teams.
• Troubleshoot network connectivity, VPN, firewall, wireless, printer, and related access issues.
• Assist with maintaining and monitoring network and server environments.
• Support related technology systems, including audiovisual equipment, building security devices, and other connected technology as assigned.
• Deploy and maintain network-connected hardware and assist with infrastructure upgrades and technology initiatives.
• Escalate complex infrastructure, network, server, or application issues to the appropriate technical team.

Microsoft 365, Identity & User Administration

• Support Microsoft 365 applications and services, including Outlook, Exchange, Teams, SharePoint, and OneDrive.
• Assist with user onboarding and offboarding, including account creation, modification, disabling, and access removal.
• Assist with Microsoft 365 licensing and administration.
• Maintain distribution groups, security groups, permissions, and access to appropriate systems and resources.
• Provision and maintain user access to network shares, ERP, and other business applications in accordance with established policies and procedures.
• Assist users with authentication, password, permissions, and access-related issues.

System Operations, Monitoring & Business Continuity

• Perform daily IT operational processing and monitoring tasks as assigned.
• Monitor scheduled system processes and applications to ensure successful completion.
• Investigate operational or monitoring exceptions and resolve issues when within the scope of the position.
• Escalate unresolved or critical issues to Application Support, Infrastructure, Security, or other appropriate IT departments.
• Monitor backup processes and logs and assist with backup and restore procedures.
• Support disaster recovery, business continuity, backup, and restore activities.
• Assist with system upgrades, new technology implementations, and special projects.

IT Security & Compliance

• Follow all company IT security policies, procedures, and controls.
• Assist with identifying, documenting, and responding to phishing, malware, unauthorized access, and other security incidents.
• Support endpoint security, access controls, patching, and related security technologies.
• Escalate suspected security incidents in accordance with established incident response procedures.
• Protect confidential company and employee information and maintain appropriate access controls.
• Assist with security audits, compliance activities, and technology-related assessments as assigned.

Customer Service & Collaboration

• Establish and maintain positive, productive relationships with employees at all organizational levels and across multiple locations.
• Communicate regularly with IT infrastructure, application support, security, and other IT teams to ensure seamless service delivery.
• Collaborate with business units to understand technology needs and resolve issues effectively.
• Participate in IT service coverage requirements and provide support during designated operating hours.
• Provide user training and guidance on IT systems, applications, equipment, security practices, and technology best practices.
• Maintain a strong understanding of the company’s business operations and how technology supports business objectives.
• Perform other duties and special projects as assigned.

Personal & Professional Development

• Maintain current knowledge of relevant information technology trends, products, systems, security practices, and industry standards.
• Continue developing technical expertise in Microsoft, networking, endpoint management, telecommunications, cybersecurity, and related technologies.
• Pursue appropriate professional development, certifications, and training.
• Expand knowledge of the company’s business, operations, applications, and technology environment.
• Proactively identify opportunities to improve IT service delivery, efficiency, reliability, and the end-user experience.

Education & Experience

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
• Minimum of two years of experience in an IT support, help desk, desktop support, or related technical role required; five years of hands-on experience supporting Microsoft and networking environments preferred.
• Experience supporting a multi-site, distributed, or enterprise environment preferred.
• Experience with Microsoft Windows, Microsoft 365, Active Directory, networking, endpoint management, and IT service management required.
• Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent technical experience preferred.

Skills & Competencies

• Strong technical troubleshooting and problem-solving skills.
• Strong knowledge of Windows.
• Working knowledge of Microsoft 365 applications and administration.
• Knowledge of network troubleshooting, VPN, firewalls, endpoint security, and related infrastructure technologies.
• Strong analytical skills and the ability to diagnose technical problems and determine appropriate solutions.
• Excellent interpersonal, customer service, and relationship-building skills.
• Ability to communicate technical information clearly and understandably to both technical and non-technical audiences.
• Strong written communication and documentation skills.
• Ability to organize and prioritize multiple tasks in a high-volume, fast-paced, and continually changing environment.
• Ability to work independently while also collaborating effectively with a broader IT team.
• Demonstrated ability to follow issues through to resolution and maintain ownership of assigned work.
• Strong attention to detail and commitment to accuracy.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
• Willingness and ability to continue learning new technologies and systems.

Physical Requirements & Working Conditions

• This position requires full-time onsite work.
• Ability to sit at a desk and work at a computer for extended periods.
• Ability to listen and communicate clearly by telephone, in person, and through electronic communication.
• Ability to stand, walk, reach, push, pull, stoop, kneel, crouch, and otherwise move as necessary to install, troubleshoot, and maintain IT equipment.
• Ability to lift, carry, push, or pull equipment weighing up to 25 pounds occasionally.
• Close mental and visual attention is required for computer work, troubleshooting, data analysis, and technical documentation.
• Ability and willingness to travel between company locations on a flexible schedule as needed.
• May occasionally be required to work outside normal business hours to support system upgrades, outages, critical incidents, or other business needs.

Work Schedule:

Routinely Monday-Friday 730am-4pm. Some on call availability will be needed and agreed upon to provide coverage while making sure work/life balance is protected.

Compensation:

At Cayuga Milk Ingredients, we value a fair and comprehensive approach to compensation. Our wage range for this role is determined by various factors, including skill sets, experience, training, licensure, certifications, and organizational needs. It is not typical for an employee to start at or near the top of the range for the position. Compensation decisions are made based on individual job circumstances considering skill level, previous experience, and education requirements.

Equal Opportunity Employer:

Cayuga Milk Ingredients is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Non-Discrimination Policy:

The contractor will not discriminate against employees or applicants for discussing or disclosing their own pay or the pay of others. However, employees with access to compensation information as part of their job duties are prohibited from disclosing this information to unauthorized individuals, except in specific circumstances outlined by applicable laws and regulations (41 CFR 60-1.35(c)).

General Statement: 

All Cayuga employees recognize that the success and prosperity of the company is everyone’s responsibility. All employees are expected to treat each other in a positive, respectful, and professional manner, to be at work for their assigned shift and to work safely as a team. Employees must be self-starters who can relate to all levels of the organization.

Disclaimer:

o All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

o This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

o The company reserves the right to add to or revise an employee's job duties at any time at its sole discretion.

o This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Disclaimer: For Recruiter’s and Staffing Agencies

o At Cayuga Milk, our Human Resources Team leads most of our hiring efforts and takes pride in connecting directly with talented individuals who share our values and passion for what we do. Most of our roles are filled through applications submitted via our careers site or through direct outreach from our team.

o While we occasionally partner with external recruitment agencies, we do so only with those on our existing, pre-approved vendor list. Currently, we are not adding new agencies to that list.

o If an unsolicited resume or candidate submission is received from an agency or recruiter not authorized by our Human Resources Team, it will be treated as a direct application. Cayuga Milk will not be responsible for any placement or referral fees related to these submissions.