Technical Support Specialist

Shamrock Foods Company; Phoenix (AZ); Remote; USD 48,000 - 64,000; Full time

Benefits offered by this job

Health insurance coverage

401(k) Savings Plan

Profit Sharing

Paid Time Off

Growth opportunities

Job summary

Shamrock Foods Company is seeking a Support Technician to provide national IT assistance in a fast-paced 24/7 environment. The role requires triaging service requests, directing outage resolutions, and maintaining clear communication with end users while coordinating response teams.

Essential duties include handling user requests, supporting Shamrock applications, Windows OS support, and daily system operations.

Qualifications

• High School diploma or GED required; degree in computer science preferred.
• Working knowledge of computers, servers, networks, and software (DOS, Windows, Outlook, MS Office).
• Excellent written and verbal communication skills.
• Ability to work from a remote site with little supervision.
• Willingness to work swing/overnight shifts, weekends and holidays.

Responsibilities

• Answer, record, solve and track requests from users.
• Support and administer Shamrock Foods applications.
• Provide Windows OS and Microsoft system support.
• Evaluate, isolate and resolve hardware/software issues.
• Maintain user access to Shamrock Foods Enterprise Network and applications.
• Communicate processes and time-sensitive information clearly to associates.
• Manage incidents and outages by directing resources to resolution.
• Follow escalation procedures and outage response.
• Know when to fail over and when to reboot critical systems.
• Perform root cause analysis and assist IS teams.
• Run daily operations tasks and backups.
• Schedule and monitor critical system backups.

Skills

Critical thinking

Problem solving

Communication skills

Remote work capability

Typing 35 WPM

Windows OS

Networking basics

DOS/Windows/MS Office

Education

High School diploma or GED

Degree in computer science or related field preferred

Tools

Shamrock Foods proprietary applications

Job description

The Support Team provides Technical support to over 2000 end users nationally for Shamrock Foods Company. This position will help support a 24/7 work environment. The associates responsibility is to use critical thinking skills to triage Service requests in addition to ensuring outages are prioritized over non critical issues. The Technician must systematically direct efforts, assist and manage outages amongst application teams to provide an efficient and swift resolution. The associate will also be expected to have outstanding communication skills, relaying information to end users while guiding and organizing the response team to resolve the issue.

Essential Duties:

• Answer, record, solve and track requests from users
• Help support and administrate proprietary Shamrock Foods applications
• Windows OS and Microsoft system support
• Evaluate, Isolate and resolve hardware/software issues
• Maintain user access to Shamrock Foods Enterprise Network and applications
• Effectively communicate processes, procedure, and time sensitive/critical technical information to all Shamrock Foods associates
• Manage incidents and outages by directing resources to work through the outage issues to resolution
• Understand and follow time sensitive escalation procedures
• Know how and when to fail over from one system to another in an emergency
• Know when and when not to reboot a critical system or application
• Investigate problems and perform root cause analysis
• Provide assistance to is support teams and actively seek IS projects
• Perform daily operations tasks (system checks, scheduled reboots, reports, etc.)
• Schedule, run and monitor critical system backups
• Regular and reliable attendance

Qualifications:

• Working knowledge of computers, servers, networks, and software (DOS, Windows, Outlook, Microsoft Office, etc.)
• Critical thinking and problem solving skills
• High School diploma or GED
• A degree in computer science or related field is preferred
• Effectively interact with all levels of individuals and possess strong written and verbal communications skills
• Must be able to work from a remote site with little supervision
• Capable of typing at least 35 WPM
• Must be willing to work the demands of the department which are subject to swing and overnight shifts, weekends and holidays

Corporate Summary:

At Shamrock Foods Company, people come first – our associates, our customers, and the families we serve across the nation. A privately-held, family-owned and -operated Forbes 500 company, Shamrock is an innovator in the food industry and has been since being founded in Arizona in 1922.

Our Mission:

At Shamrock Foods Company, we live by our founding family’s motto to “treat associates like family and customers like friends.”

Why work for us?

Benefits are a major part of your overall compensation, and we believe offering them at an affordable cost is not only the right thing to do, but it helps keep you and your family healthy. That’s why Shamrock Foods pays for the majority of your health insurance, allowing you to take home more of your paycheck. And it doesn’t stop there - our associates also enjoy additional benefits such as 401(k) Savings Plan, Profit Sharing, Paid Time Off, as well as our incredible growth opportunities, continued education and wellness programs.

Equal Opportunity Employer

At Shamrock Foods Co all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or any other basis protected by applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.