GENERAL DESCRIPTION / PRIMARY PURPOSE:

Under the direction of the IT Operations Supervisor this position maintains, analyzes, troubleshoots, and repairs computer systems, IOS / android tablets and cell phones, printers, other related hardware and various computer peripherals. Included are the documentation of the maintenance, upgrade or replacement activities associated with hardware and software systems. This person should also be familiar with the variety of practices and procedures associated with providing field support to a geographically diverse set of users and sites. This person will provide IT project management for the periodic seasonal activations and deactivations of networking and computing equipment at various Dole Fresh Vegetables seasonal locations.

 

MAJOR RESPONSIBILITIES AND TASKS/DUTIES OF THE POSITION:

• Performs necessary hardware and peripheral repairs. This includes, but is not limited to, identifying the problem and determining the most efficient and cost-effective way to resolve the problem, keeping customer downtime to a minimum. • Installs and supports approved desktop Windows and Mac OS based operating systems and approved business applications.  This includes but is not limited to Microsoft office applications suite.  • Manages all assigned ServiceDesk tickets and performs daily updates to align with current customer expectations and contract.  • Processes all hardware assets as defined by the customer in a timely return. Manage disposal assets, defective parts, with respect to vendor warranty or contract. This includes completion of required customer and vendor paperwork, preparing assets or parts for return to customer or vendor. • Completes approved standards for company wide deployment of PC hardware, software, technologies, and services. • Keeps current with alternative systems and technology. Engages and provides input on new technology to entire team to be aligned with the company’s business and systems strategies. • Provides technical documentation, support and training to internal IT team(s) as required. • Provides remote support for a geographically dispersed user community using a combination of desktop remote control products. • Provides smart-hands support to troubleshoot various network equipment, UPSs and servers with remote engineers. • Troubleshoots wireless network issues with access points and an array of devices utilizing WiFi. • Provides IT transition planning, resource coordination & management, inventory & issue tracking, & mid-level IT engineering support. • Dispatch and manage various field services technicians to power on, test & document LAN \ WAN networking components and end user IT equipment as part of seasonal site activation. • Work within the Dole Business Services organization; reporting to and communicating the status of operations on a regular basis. • Traveling to and/or performing remote support to all other supported sites  • After hours On-call rotation • Other duties as assigned