GENERAL DESCRIPTION / PRIMARY PURPOSE:
Proactively monitor ticket queue to ensure completion of all requests logged, making sure this is within SLA (Service Level Agreement) established. Provide technical support and assistance, whether on the phone, in person, or remotely, related to local and remote systems, and infrastructure such as end user devices, mobile/cloud-based applications, network, router and firewall equipment needed for business operations. Responsibilities include but are not limited to analyzing, monitoring, and troubleshooting facility business applications and technologies across Dole Fresh Fruit company to ensure ongoing business operations.
MAJOR RESPONSIBILITIES AND TASKS/DUTIES OF THE POSITION:
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· Daily monitoring the team’s queue of tickets and assign them to team members.
· Monitor tickets created by users from DFFNA ensuring completion of those but, also important, within SLA established.
· Participate in the selection, implementation, support, and maintenance of Dole information systems technologies.
· Analyze business processes to identify inefficiencies and recommend improvements.
· Repair, replace, and troubleshoot LAN network equipment, PCs, and mobile solutions for the DFF and DFC business units.
· Ensure desktop and portable systems are installed according to established guidelines and meet internal customers satisfaction.
· Monitor and mitigate IT risks by maintaining LAN equipment and mobile systems and coordinating with Dole IT Security to enhance security protocols.
· Analyze and communicate security events that elevate risk thresholds, collaborating with responsible parties to resolve issues.
· Support documentation and implementation of updated security protocols.
· Ensure system modifications and settings align with departmental and company standards by proactively monitoring tools and configurations.
· Participate in system development to ensure compliance with security baseline requirements.
· Assist, as needed, in evaluating and selecting hardware, software, and vendors to provide optimal IT services to internal customers.
· Ability to troubleshoot PC hardware, operating systems, mobile devices and, associated peripheral and software components
INTERNAL RELATIONS
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WITH WHOM:
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WHAT FOR:
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Dole Fresh Fruit Users & Dole Food Company Users
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Interact with internal business units employees to resolve IT request and assist in other business solutions tasks, including IT and end users.
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EXTERNAL RELATIONS
WITH WHOM:
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WHAT FOR:
External product and service vendor management.
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Maintain direct relationships for hardware and software products selection.
Required Skills
** CORE COMPETENCIES:**
· Creating ideas
· Focusing
· Adapting to change
· Performing
· Composure
· Meeting deadlines
· Taking action
· Analyzing information
· Teamwork
OTHER ESSENTIAL CHARACTERISTIC _ S:_
· Availability to work long hours, including nights and weekends, especially during busy time periods (e.g., project implementation, IT Security incident investigation, etc.).
· Availability to be on-call and respond quickly to urgent IT issues.
· Travel up to 30% annually including the requirement for overnight stays.
· Two or more of the following certifications strongly preferred
o CompTIA A+
o CompTIA Network +
o Microsoft MCDST
o Microsoft MCP
o Microsoft MCSA
o Microsoft MCSE
o Microsoft MOS
o Cisco Certified Network Associate (CCNA)
o Cisco Certified Network Professional (CCNP)
· One or more of the following IT Security certifications preferred
o CompTIA Security +
o CompTIA Advanced Security Practitioner (CASP)
o Certified Ethical Hacker (CEH)
o Systems Security Certified Practitioner (SSCP)
· Knowledge with MS Office Suite and other user software packages.
· In depth knowledge of operating systems (e.g., Microsoft, Apple, etc.), network elements and protocols, encryption tools, client-server and web architecture, firewalls, network access control, minimum or least privilege security, antivirus/malware and intrusion detection/prevention system.
· In depth knowledge of Active Directory and IT Security and Control solutions.
· Bilingual (English/Spanish) preferred.
TECHNICAL COMPETENCIE _ S:_
· Endpoint Management & MDM
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Microsoft 365 Applications & Teams Room Systems
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Windows OS & Device Troubleshooting (Level 3 Support)
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Documentation, SOP Development & Knowledge Sharing
Grouping Category: Technical – Functional Competences
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Business & Operational Awareness (DFC/DFFNA environments)
Grouping Category: Technical – Functional Competences
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Networking Concepts (DNS, DHCP, TCP/IP)
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Service & Incident Management (e.g., ManageEngine)
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
Required Experience
** EDUCATION & EXPERIENCE:**
A bachelor’s degree in information technology or equivalent experience is required.
0-2 years of experience
Previous experience in supporting endpoint, network, IT Security and system administration.
ON-SITE REQUIREMENTS:
Fully on-site
#LI-DNI
EEO STATEMENT: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
CORE COMPETENCIES:
· Creating ideas
· Focusing
· Adapting to change
· Performing
· Composure
· Meeting deadlines
· Taking action
· Analyzing information
· Teamwork
OTHER ESSENTIAL CHARACTERISTIC _ S:_
· Availability to work long hours, including nights and weekends, especially during busy time periods (e.g., project implementation, IT Security incident investigation, etc.).
· Availability to be on-call and respond quickly to urgent IT issues.
· Travel up to 30% annually including the requirement for overnight stays.
· Two or more of the following certifications strongly preferred
o CompTIA A+
o CompTIA Network +
o Microsoft MCDST
o Microsoft MCP
o Microsoft MCSA
o Microsoft MCSE
o Microsoft MOS
o Cisco Certified Network Associate (CCNA)
o Cisco Certified Network Professional (CCNP)
· One or more of the following IT Security certifications preferred
o CompTIA Security +
o CompTIA Advanced Security Practitioner (CASP)
o Certified Ethical Hacker (CEH)
o Systems Security Certified Practitioner (SSCP)
· Knowledge with MS Office Suite and other user software packages.
· In depth knowledge of operating systems (e.g., Microsoft, Apple, etc.), network elements and protocols, encryption tools, client-server and web architecture, firewalls, network access control, minimum or least privilege security, antivirus/malware and intrusion detection/prevention system.
· In depth knowledge of Active Directory and IT Security and Control solutions.
· Bilingual (English/Spanish) preferred.
TECHNICAL COMPETENCIE _ S:_
· Endpoint Management & MDM
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Microsoft 365 Applications & Teams Room Systems
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Windows OS & Device Troubleshooting (Level 3 Support)
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Documentation, SOP Development & Knowledge Sharing
Grouping Category: Technical – Functional Competences
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Business & Operational Awareness (DFC/DFFNA environments)
Grouping Category: Technical – Functional Competences
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Networking Concepts (DNS, DHCP, TCP/IP)
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer
· Service & Incident Management (e.g., ManageEngine)
Grouping Category: Technical Skills – Professional
Level/Grade Required: 4 – Solid: Mastery and Knowledge Transfer