Senior Helpdesk Administrator

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At Lactalis in the USA, we're committed to providing meaningful opportunities for our people to learn, grow, and thrive-whether you're just starting your journey with us or looking to take the next step in your career. From day one, we offer the tools and support to help you succeed.

As the world leader in dairy, Lactalis is a family-owned company with over 85,000 pragmatic and ambitious professionals across the globe. Each day, we're proud to produce award-winning dairy products that bring people together.

In the US, we proudly offer an unrivaled house of beloved brands, including Galbani Italian cheeses and ricotta, President specialty cheeses and butters, Kraft natural and grated cheeses, Breakstone's cottage cheese, Cracker Barrel, Black Diamond cheddar, and Parmalat milk. Our yogurt portfolio includes siggi's, Stonyfield Organic, Brown Cow, Oui, Yoplait, Go-Gurt, :ratio, Green Mountain Creamery, and Mountain High, along with a growing family of ethnic favorites like Karoun, Gopi, and Arz.

At Lactalis, we live by our core values-Ambition, Engagement, and Simplicity. We foster a workplace where innovation thrives, diverse perspectives are celebrated, and everyone's unique background and ideas are valued.

Even if you don't meet every qualification, we encourage you to apply. We want to hear about your PASSION, your STORY, and how your EXPERTISE can help us shape the future of dairy.

From your PASSION to ours

Lactalis USA, part of the Lactalis family of companies, is currently hiring a Senior Helpdesk Administrator based in Murfreesboro, TN.

Job Summary As a Senior Helpdesk Administrator, this role provides comprehensive support to end-users both onsite and remotely. The individual is responsible for responding to help requests, diagnosing issues, researching and resolving technical problems. Beyond workstation support, the position involves significant interaction with network and server operations. As the sole IT infrastructure resource onsite, this individual serves as the primary point of contact for troubleshooting and ensuring the facility's technology operates efficiently.

From your EXPERTISE to ours

Key responsibilities for this position include:

• Receive and resolve incoming help requests from end users in a courteous and professional manner. Document the entire support lifecycle from origin through resolution.
• Troubleshoot issues onsite related to servers, desktops, laptops, printers, routers, switches, firewalls, VOIP phones, smartphones, software deployment, security updates, and liaise with the remote team as needed.
• Set up and configure equipment for employees upon hire or as changes occur, including managing local equipment inventory.
• Provide IT setup and support for conference rooms for meetings, audio/web conferences, and presentations.
• Prioritize and schedule problem resolution; escalate problems when required.
• Use software updates, drivers, knowledge bases, and online resources to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing/upgrading software, installing hardware, implementing backups, and configuring systems.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Evaluate documented resolutions and analyze trends to prevent future problems; develop help sheets and FAQs for end users.
• Maintain and report on operational systems such as backup and monitoring.
• Respond to off-hour escalations as needed.
• Act as Local Business Liaison to maintain positive relationships with business leaders and support projects.
• Deploy, manage, and optimize new helpdesk processes in support of business activities.
• Provide monthly reporting of Helpdesk KPIs to monitor progress and share results.

From your STORY to ours Qualified applicants will contribute the following: Education

• Three years of professional experience in a related field, or equivalent in pursuit of a degree.

Experience

• Knowledge of IT systems including:
• Strong skills required: Support Ticket Systems, Active Directory Users and Computers, Microsoft workstation OS, Microsoft 365 suite, PC hardware troubleshooting, Remote Assistance tools, Desktop imaging, iOS and Android mobile devices.
• Familiarity preferred: Domain services (Active Directory, DNS, DHCP, GPO), Network fundamentals, Microsoft server OS, Thin Client/Citrix/VDI, SAP and/or iSeries, Lotus Notes, Ricoh printers, BitLocker, Veeam Backup systems.

Certifications and specific knowledge

• Experience with troubleshooting, system configuration, and preventative maintenance.

At Lactalis, we offer a comprehensive Total Rewards Program with a variety of affordable benefits and coverage options. We support insurance costs significantly, contribute generously to retirement plans, and offer Paid Time Off from day one. We are committed to your professional growth, providing training and development opportunities, including Education Reimbursement. Join us and grow your career. Lactalis is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities.