Senior IT Site Support Specialist

Suntory Global Spirits; Loretto (KY); On-site; USD 65,000 - 90,000; Full time

Job summary

Suntory Global Spirits seeks an experienced Senior Analyst - Site Support to bridge IT and business, resolve incidents, and provide on-site support for the Maker’s Mark facility in Loretto, Kentucky. You will handle tickets across software and hardware, maintain documentation, and collaborate with global teams to improve IT services.

You will represent IT to business stakeholders, follow SLA-driven processes, and contribute to training initiatives while occasionally traveling to other Kentucky

Qualifications

• Bachelor’s degree, diploma, or educational equivalent.
• Minimum 3 years’ experience in similar position / role.
• Ability to travel up to 5% of the time.
• Minimum 3 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize company.
• Experience in a global role is a plus.
• ITIL certification is a plus.
• End-user focus and strong customer service.
• Demonstrated communication skills and documentation abilities.

Responsibilities

• Represent IT to the business, and be the voice of the business to IT.
• Align IT service offerings with business strategies, goals, and objectives.
• Participate in and collaborate with the Global Service Delivery teams.
• Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations / phones / tablets).
• Receive, log, and manage incidents and service requests using ServiceNow.
• Maintaining an asset inventory and track changes.
• Develop and maintain documentation / KB articles.
• Troubleshoot basic network issues.
• Escalate unresolved calls to the next level of support.
• Drive customer adoption and compliance.
• Develop and facilitate training sessions.
• Responsible for business satisfaction and the end user experience.
• The local teams handle the hardware lifecycle.

Skills

Customer service

Technical acumen

ITIL knowledge

End-user training

Communication skills

Problem solving

Team collaboration

Education

Bachelor’s degree

Tools

Windows 10

Office 365

ServiceNow

Job description

Suntory Global Spirits seeks an experienced Senior Analyst - Site Support to bridge IT and business, resolve incidents, and provide on-site support for the Maker’s Mark facility in Loretto, Kentucky. You will handle tickets across software and hardware, maintain documentation, and collaborate with global teams to improve IT services.

You will represent IT to business stakeholders, follow SLA-driven processes, and contribute to training initiatives while occasionally traveling to other Kentucky