IT Support Lead

Description

Job Description

Job Title: IT Support Lead

Location: Chicago

Department: IT

FLSA Status: Non-Exempt

We are a global leader in food & beverage ingredients. Pioneers at heart, we operate at the forefront of consumer trends to provide food & beverage manufacturers with products and ingredients that will delight their consumers. Making a positive impact on people and planet is all part of the delight. With a deep-rooted presence in the countries where our ingredients are grown, we are closer to farmers, enabling better quality, and more reliable, traceable and transparent supply. Supplying products and ingredients at scale is just the start. We add value through our unique, complementary portfolio of natural, delicious and nutritious products. With our fresh thinking, we help our customers unleash the sensory and functional attributes of cocoa, coffee, dairy, nuts and spices so they can create naturally good food & beverage products that meet consumer expectations. And whoever we’re with, whatever we’re doing, we always make it real.

Position Summary:

The IT Support Lead is responsible for serving as the primary point of contact for the office-based IT support, delivering a high touch, white-glove support experience.

This role is based within our downtown Chicago location which serves as ofi’s NA Headquarters.

• Onsite presence 5 days a week is required for this role
  
  

The IT Support Lead will work as part of the support team to provide remote and on-site support for Olam offices, manufacturing plants, and warehouses across the United States. The IT Support Technician will work to effectively to resolve technical support issues for internal stakeholders while providing great customer service.

The ideal candidate will be able to effectively manage their time to resolve internal customer issues timely and accurately. They should be able to think critically and creatively to identify solutions and thrive in an ever-changing environment with competing demands and priorities.

Position Responsibilities:

• Communicate with third-party vendors and managed services providers to address technical issues and escalate problems as necessary
• Document IT support policies/procedures/escalations that standardize routine service delivery and paths to fulfillment
• Assist internal stakeholders on-site or remotely with technical support of computers, applications and related technology.
• Serve as the primary point of contact for office-based IT support, delivering a high-touch, white-glove support experience.
• Work proactively to verify that systems are working properly and follow-up as necessary after service calls or service requests to ensure resolution.
• Work with team members and other members of the global teams such as infrastructure, security, cloud, and applications, teams to prioritize workload.
• Install, maintain, and update the software on company computers, including Microsoft Windows components, Microsoft Office components (including Outlook) and other products/solutions purchased for specific purposes.
• Provide advanced support for Microsoft 365 applications including Teams, OneDrive, SharePoint, and Outlook.
• Assist the Network Administrators and/or network engineers in administrating LAN, WAN, and WLAN networks and perform routine network maintenance.
• Troubleshoot and support office Wi-Fi connectivity, including end-user performance issues and coordination with network teams.
• Aid the Network Administrators or network engineers in maintaining detailed records of equipment and software. Aid in the documentation process.
• Install, maintain, and replace hardware components on company computers, including cleaning interior and exterior areas and peripherals.
• Support and maintain conference room technologies including Teams Rooms, AV equipment, cameras, and displays.
• Prepares and re-allocate used hardware as directed; move computer equipment from one site to another. Maintain inventory of IT Assets.
• Manage office IT asset lifecycle including provisioning, deployment, and refresh of laptops, mobile and peripherals.
• Assist in ensuring compliance with established company standards and policy regarding the use of technical resources.
• Assist in the Active Directory administration including adding and removing users, groups, printers and managing user permissions.
• Perform other duties as assigned.
  
  

Position Requirements:

• High School Diploma is required. Bachelor’s degree in computer related field in preferred.
• Three (3) years of experience in an IT support or IT Network Administrator role is required.
• IT Technical Certifications, such as CompTIA A Certification, Microsoft Certified Professional (MCP), or ITIL Foundation is preferred.
• Great understanding of networking concepts including IP addressing, switching, routing, and basic firewall concepts is required.
• Experience supporting Microsoft Windows OS, MS Office O365, Desktops, laptops, handheld scanners, printers and copiers is required.
  
  

Strong hands-on experience supporting corporate office environments is highly preferred.

• Experience with general network troubleshooting TCP/IP, VPN, Switches, and Firewalls is required.
• Must possess a strong understanding of wireless connectivity and experience dealing with external ISP and telephone vendors.
  
  

Experience Troubleshooting Enterprise Wi-Fi Environments Is Preferred.

• Experience using ITSM Solutions, Web-Based Active Directory Management, Security Encryption and DLP Solutions, PIM and PAM solutions, and different Telephony Solutions is a plus
• Familiarity with MECM in a On-Premises/Hybrid/Cloud-based capacity is a plus.
• Familiarity with Telephony Solutions, especially Teams Voice, is a plus.
  
  

Experience supporting Teams Voice and desk phones is highly desirable.

• Familiarity with managing IT for the agriculture/manufacturing industry is a plus.
• Must be a self-starter and able to work efficiently without direct supervision.
• Must work effectively in a team environment and with individuals at all levels of the organization.
• Proven ability to always display a professional and respectful demeanor is required.
• Ability and willingness to travel up to 25% of the time is required.
• Ability to work extended hours as required by the business during peak season, which could include weekends and holidays, is required.
• Ability to troubleshoot and problem-solve complex technical IT issues is required.
• Ability to maintain confidentiality of sensitive information is required.
• Excellent communication skills, both verbal and written, are required
  
  

ofiprovides employees with a comprehensive & competitive benefits package that is designed to support your career, health, and future. A Rewarding Career Awaits!

The pay for this role ranges from $62,000 - $83,000 annually and is based on the position responsibilities and geographic location. Actual pay within this range may be determined based on the candidate's experience, qualifications, and/or other determining factors.

Performance-based Bonuses:Discretionary bonus rewarding company performance as well as your contributions and impact,for eligible roles.

Comprehensive & Affordable Benefits:Coverage for you(and youreligible dependents)with plans designed for peace of mind and savings for the future.

A Culture of Well-being:Paid Volunteer time off, access toevents, resources, and learning opportunities that inspire a physical, social, emotional, and financial well-being for you and your family.

Family Support:Paid parental leave,Fertility benefits and lactation support, including milk shipping for traveling employees.

Additional Perks That Make a Difference:

• Vacation time from Day 1– Your time off starts accruing immediately, growing with your tenure.
• Paid Sick Leave–Rest, recover, and return strong – with paid sick leave on ofi.
• Company Paid Holidays–ofivalues work-life balance and the importance of celebratinglife’s special moments.
• 401K Match on Day 1– Invest in your future with our competitive retirement savings program.
• Career Growth & Learning– Join a company committed to developing talent, fostering innovation, and creating meaningful opportunities.
  
  

Atofi,we don’t just offer jobs—we provide careers built onimpact, inclusion, and innovation.Come grow with us!

ofiprovides equality of opportunity for all persons with respect to hiring without discrimination on the grounds of race, color, religion, national origin, sex, pregnancy, age, disability,veteran status,or sexual orientation.All employment will be decidedon the basis ofqualifications, merit and business need. If you need assistance or an accommodation due to a disability, you may contact us for support at:US-Talent.Acquisition@ofi.com

Atofi, we celebrate our diversity. Olam AmericasLLCis proud to be an equal opportunity workplace.

Note:Thisjob description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.