End User Support Specialist

Infrastructure & Security | Naperville | Full Time | Permanent

Wilton is a US heritage brand with a 95-year history in baking and decorating. Now fully integrated into the Dr. Oetker family, Wilton aspires to be the most influential and successful cake decorating brand. Learn more about Wilton at www.wilton.com. 

Job Summary

Our End User Support Specialist provides front-line support to all colleagues for IT-related issues. Respond and resolve support calls and tickets in a timely manner, ensuring proper escalation and communication to other IT stakeholders as necessary. This role is critical for providing process and technical feedback to improve service to our end-users. Keys to success in this role include being self-motivated and eager to provide support to the organization.

Essential Responsibilities

• Develop and execute systems test cases for user acceptance testing.
• Manage external vendors relationships to plan, deploy and maintain new software or hardware implementation.
• Field calls from our users, who span multiple countries and states and assist with in-person requests (walk-ups) at our corporate office and occasionally our Distribution Centers.
• Actively prioritize and execute new tickets from the Infrastructure Support ticket queue.
• Identify the root cause of problems and follow best practices for escalation if necessary.
• Collaborate with other IT team members to prioritize incremental workload, determine wide-spread IT issues, and establish plans for communication and execution.
• Image Desktop and laptops with the latest Windows OS software.
• Closely track inventory of hardware issued to employees (PCs and iPhones).
• Propose new processes, standards, and policies where needed.
• Supports onboard and offboarding of end-user process.

Education and Experience

• Bachelor’s degree in related field or relevant experience is preferred.
• 2-4 years of experience supporting Microsoft Windows PCs and/or Mac OS.
• 2-4 years of experience supporting clients in a networked environment.
• 2-4 years of experience with system imaging and deployment

Knowledge, Skills, and Abilities

• Familiarity with products such as Active Directory user and Group Administration, Microsoft Office 365, Microsoft Teams, and other similar enterprise tools
• Solid knowledge of maintaining corporate documentation and procedures following group standards and policies. 
• Supports collaborative thinking and problem solving with others in the IT department and across the organization.
• Excellent interpersonal skills with the ability to communicate with technical and non-technical contacts.
• Works independently, is highly organized, and detail oriented.
• Superb written and verbal communication skills.
• Able to multi-task and quickly pivot from one task to another in a fast-paced environment.
• Bilingual English/Spanish is a plus.

Physical Demands/Work Requirements:

• Must be able to travel to our Distribution Centers in Romeoville on an as-needed basis.
• Professional office environment, sedentary in nature.
• Routinely use standard office equipment such as (laptop computers, monitors/keyboards, printers, and telephones).
• Processes information and communicates effectively with others.
• Ability to move/maneuver up to 50 pounds.
• This position is deemed “Essential,” and therefore is an in-office role, requiring 5-days per week in-person. The team collaborates to ensure overage on Friday afternoons where possible to allow for the ability to work half a day on Fridays.