IT Operations Analyst II

Rich's, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4billion, Rich's is a global leader with a focus on everything that family makes possible. Rich's-Infinite Possibilities. One Family.

Job Summary

This role is responsible for providing day-to-day technical support and maintenance for End User Compute devices and related technologies. This includes supporting personal computers, mobile devices, tablets, printers, scanners, and conference room equipment through troubleshooting, installation, configuration, and user training. This role collaborates with other IT teams to ensure seamless user experience and productivity. Additionally, this role assists in the development and implementation of end user support policies and procedures to ensure compliance with industry standards and organizational requirements.

This role is based at our Global HQ in Buffalo, NY.

Key Accountabilities And Outcomes

• Provide technical support and troubleshooting for end user devices including personal computers, laptops, mobile devices, and tablets
• Install, configure, and maintain printers, scanners, and multifunction devices
• Support and troubleshoot conference room equipment including video conferencing systems, displays, and audio equipment
• Perform device setup, configuration, and deployment for new employees and equipment refresh cycles
• Assist end users with software installations, updates, and application issues
• Provide on-site and remote technical support to resolve hardware and software problems
• Train end-users on device usage, software applications, and best practices
• Document support activities, maintain device inventory, and generate reports on support metrics and device performance
  
  

Knowledge, Experience And Skills

• Bachelor's Degree in Computer Science or related field
• 2 years of experience in end user support, help desk, or desktop support role
• Strong knowledge of Windows and Mac operating systems, mobile device management (iOS/Android)
• Experience with printer and scanner installation, configuration, and troubleshooting
• Knowledge of conference room technologies including video conferencing platforms (Teams, Zoom, WebEx)
• Experience with device imaging, deployment, and configuration management tools
• Understanding of Active Directory, Group Policy, and enterprise software deployment
• Proficiency in remote support tools and ticketing systems
• Strong customer service orientation with excellent interpersonal skills
  
  

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Compensation

In accordance with state law, the rate or range provided is Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, shift differential, and location.

Annual Range/Hourly Rate

$69,870.00-$94,530.00

Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), are committed to a policy of Equal Employment Opportunity, standing up for fairness and maintaining a culture of belonging, to provide an exceptional experience for all. We will not discriminate against an applicant or employee on the basis of race, color, religion, sex, national origin, disability, military or veteran status, or any other Federal or State legally protected classes. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich's. Please contact Rich's Associate Experience Network at hrhelp@rich.comif you need assistance completing this application or to otherwise participate in the application process.

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