Information Technology Support Specialist

Job description:Provide IS technical support at the plant level, acting as client support and first responder to issues relating to plant IS and process control systems.Represent the needs of the plant and act as liaison between the plant and Corporate IS functions.Support Corporate IS projects involving computers and networking systems at the plant level.Provide IS support services to user departments in identifying, evaluating, implementing and maintaining computer-based solutions to business problems.The Assoc Systems Support Specialist may delegate to others to support multiple shift operations but shall retain overall responsibility.Ongoing responsibilities include: hardware and software support for Windows PC's, printers, network equipment, time clocks, bar code systems, IP phone system, paging system, and any other IS related work as required by manager.Responsibilities:End User SupportRespond to plant user support needs as assigned by the Help Desk process. This includes PC software and hardware, printers, WinSPC, Barcode systems, LPR, PI, AIM, MPS, LMS, and timeclocks. Troubleshoot and correct problems as possible. Verify correct configurations and connectivity prior to coordinating assistance with next levels of support. Facilitate MyAccess requests, user training, and manage user accounts as required.Desktop/Laptop System Installation and MaintenanceInstall software and install new PC's, re-image PC's as necessary, coordinate requests for new PC's, provide PC hardware and software troubleshooting and repairs. Install new software when required by corporate projects. Maintain current list of al IS related enterprise assets.Support Corporate IS Projects and UpgradesWork with corporate and local plant staff on implementation of corporate driven hardware, software, and network infrastructure projects. Facilitate communications to plant staff of system upgrades and IS projects.IS Systems Management and MaintenanceProvide on-site monitoring and support for corporate servers and local area network (LAN). Coordinate service requests for wireless devices, laser printers, bar code printers, IP phones, and timeclocks. Provide support for paging system, coordinating hardware support with outside resources as needed. Coordinate assistance from next level(s) of support as needed.Support Process Control Network and SystemsSupport VMWare Server farm running 100 virtual machines for plant SCADA and HMI systems. Maintain virtual machines running support and programming software for the EES department. Maintain thin clients network and support continued upgrade of systems to thin client - VM architecture.Plant ApplicationsSupport plant developed/purchased applications. This includes development support, troubleshooting, testing, training, and upgrades. Assure applications are compatible with current hardware and software and comply with IS and Engineering guidelines.Disaster RecoveryCoordinate local plant Disaster Recovery plans and activities with appropriate IS Department groups and individuals to assure policies are being followed. Maintain clones of virtual machines for process control network. Act as the "Plant Owner" of the local computer room(s), assuring that security, fire protection, utility supply, etc. are well maintained, in order, and clean.Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:Must demonstrate the Hershey Values.Proficiency of the English languageWorks safely and follows all established plant policies and proceduresPossess good time managementPossess good math skillsFollows directions and pays attention to detailsAbility to work independently and in group environmentPossess good communication skills both written and verbalDemonstrated ability to handle multiple prioritiesProficient knowledge of personal computers and printersProficient knowledge of Windows Server and Windows 10 operating systemsProficiency in management of VMWare virtual environments.Knowledge of network communications and hardware (Cisco)Some knowledge of programming languages, databases.May be required to flex work hours based on needUnderstanding of when to address issues and when to hand support off to next level for resolution.This description covers the most significant duties performed but does not exclude the performance of other minor related work assignments, the inclusion of which would be in conformity with the factor degrees assigned to the job.This job has responsibilities that encompass food safety and food quality. Must follow food safety and quality control standards, safety regulations, and standard operational methods and procedures.Minimum Education and Experience Requirements:Education:Associates Degree or relevant certification preferredExperience:Minimum 2 years of experience with computer end user supportAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

Created: 2025-03-01