What are the responsibilities and job description for the IT Support Specialist position at Fair Oaks Foods, LLC?
SUMMARY:
The IT Support Specialist provides front-line technical support for our employees across both office and manufacturing areas. This role focuses on practical, desk-side support, device setup and troubleshooting, user account support in Microsoft 365, and crafting clear documentation. The right person is comfortable talking with people, walking the floor when needed, and working in a food manufacturing environment where safety, sanitation, and downtime-sensitive operations matter.
DUTIES AND RESPONSIBILITIES:
- Provide friendly, professional support for hardware, software, printers, mobile devices, and basic connectivity issues.
- Document and communicate support work clearly in the ticketing system, including troubleshooting steps taken, root cause (when known), and final resolution.
- Create/maintain documentation for recurring issues and standard procedures.
- Support users and devices in a Microsoft 365 environment; Outlook, Teams, OneDrive/SharePoint, Office apps.
- Manage users in an Azure Active Directory environment.
- Perform basic network troubleshooting.
- Support and maintain onsite technology like scanners, label printers, shop-floor workstations, and other operational devices as applicable.
- Provision, deploy, and reimage company devices using Microsoft Intune, including new-hire setup and standard application installations.
- Maintain accurate IT asset records by tracking inventory, assignments, replacements, returns, and equipment status throughout the device lifecycle (per checklists and approvals).
- Follow company security standards.
- Provide support in areas where production is time-sensitive, and procedures must be followed (PPE, sanitation rules, safety requirements, and access restrictions).
- Coordinate support activities to minimize disruption to production and maintain compliance with facility policies.
QUALIFICATIONS:
- The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
- Thorough understanding of IT and practical applications to support the company’s goals.
- Four years of related experience and/or training; or equivalent combination of education and experience.
- Excellent knowledge of Microsoft Windows troubleshooting for servers and workstations (applications, drivers, printers, basic performance issues).
- Excellent understanding of Microsoft Office & M365 applications.
- Experience with Entra ID (Azure AD) user/group administration.
- Experience with Microsoft Intune (enrollment, app deployment, reimaging, Autopilot basics).
- Strong customer service skills: able to communicate clearly, speak effectively, and follow through.
- Ability and willingness to leave the desk and work hands-on with equipment in both office and facility areas.
- Ability to deal with problems involving several concrete variables in standardized situations
- Ability to troubleshoot complex problems and situations of a technical nature
- Basic understanding of networking concepts.
- Previous help desk experience, including working in a ticketing system, is a plus.
- Experience in operational environments with safety/compliance requirements a plus.
- Certifications such as CompTIA A / Network or Microsoft fundamentals (helpful, not required).
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Work is performed in a combination of office and manufacturing environments.
- Must be able to walk throughout the facility, climb stairs as needed, and occasionally lift/move IT equipment (e.g., PCs, monitors, printers).
- Work in production areas may require PPE and adherence to food safety and sanitation rules (hair/beard nets, protective gear, handwashing, etc.). It may include exposure to noise, temperature changes, and wet/cleaning conditions.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.