IT Service Desk Support

Job Description

This position reports to the Manager of Information Technology. This individual will supervise the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. This position provides the technical support assisting end users with their day-to-day technical duties and issues.

1. Duties include answering the help desk phone, 1st and 2nd level corrective action, and properly escalate to 3rd level team members when necessary.
2. Performs installs, upgrades, moves, and changes for computer workstation hardware and software, printers, and other peripheral devices (printers, scanners, monitors).
3. Administer Active Directory, phone system, and help desk software to properly service staff members.
4. Provide basic ERP system support for staff members.
5. Working team member that may validate or coordinate the work of others on a support team.
6. Suggests improvements to process, is a knowledge resource for other team members.
7. Possess the ability to see patterns in issues and come up with solutions that solve the problems long term.
8. Provide guidance and direction to supervised team members as it relates to pursuit of service excellence.
9. Basic application troubleshooting to include reading application code such as visual basic, c#, and xml.
10. Educate and advise Manager of Information Technology of any process improvements or needs for the support team.

• Problem Solving/Analysis.
• Technical Knowledge.
• Communication Proficiency.
• Time Management.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Qualifications

• Bachelor’s Degree in a computer related field preferred.
• 2-5 years of experience in a PC/local area network support environment.
• Strong technical knowledge of PCs, laptops, printers, and peripheral hardware devices.
• Strong working knowledge of Windows, Microsoft Office, MS-DOS, communications software, virus protection, and diagnostic software.
• Ability to diagnose and resolve onsite and remote PC related computing problems.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Must be self-starter, motivated, organized and have solid verbal and written communication skills.

• Experience working on special projects.
• Expert level knowledge of technical equipment and common software packages.
• Expert level knowledge of IT security, such as firewalls, anti-virus software, etc.
• Expert level hardware and software skills, including MS-DOS, Microsoft Windows (7, XP, Vista, Microsoft Office (O365, 2010 thru 16), Microsoft Access, Microsoft Outlook, Microsoft Internet Explorer, Symantec Anti-virus.

Additional Information

The Middleby Corporation is a $2.3billion publicly traded global commercial foodservice and food processing equipment manufacturing company.

The Middleby Corporation (Nasdaq: MIDD) is a global leader in the foodservice and food processing equipment industry. The company, through its subsidiaries, engages in the design, manufacture, and sale of commercial foodservice and food processing equipment in the United States, Canada, Asia, Europe, the Middle East, and Latin America.

The company’s Commercial Foodservice Equipment group manufactures cooking equipment for restaurants and institutional kitchens. Its Food Processing Equipment group manufactures food preparation, cooking, packaging, and food safety equipment for the food processing industry. Middleby has received numerous prestigious awards and recognitions including "Forbes Best Small Company", "Business Week Hot Growth Company", "Fortune Fastest Growing Company", "Crain’s Chicago Business, Fast Fifty".