IT Support Specialist

Full-time IT Support Specialist

AVI Foodsystems is looking for an energetic and optimistic team member to immediately hire to fill the role of Full-time IT Support Specialist at our Headquarters location in Warren, OH. This is not a remote position and is required to be on-site working Monday - Friday, dayshift.

Founded in 1960, AVI Foodsystems has evolved into one of the most respected and trusted food service companies in the nation. Providing comprehensive food services with a focus on the highest quality and freshest ingredients, impeccable service and total value is the reputation we have earned and live up to everyday.

The IT Support Specialist plays a critical role in assisting team members with procedural and operational challenges related to IT hardware, software, products, and services. This position requires a proactive approach to identifying and resolving recurring issues, with a strong emphasis on trend analysis and continuous improvement.

Working in close collaboration with Systems Administrators, Developers, and other IT personnel, the IT Support Specialist contributes to the development of long-term solutions aimed at reducing the frequency and impact of technical problems across the organization.

Major Duties and Responsibilities:

Responsibilities include (but are not limited to):

• Provide technical support for over 350 local users and 1,700 remote users, ensuring seamless operations across diverse environments
• Document all issues, troubleshooting steps, and resolutions in real time using a centralized support ticketing system
• Maintain an accurate inventory of technology assets, including hardware, software, and licensing compliance
• Independently research and interpret user manuals to identify solutions for complex technical issues
• Prioritize, diagnose, and resolve hardware and software issues related to computers, printers, peripherals, and telecommunication equipment
• Offer expert support for Windows OS, Microsoft Office Suite, Active Directory, and various commercial and proprietary applications
• Manage and troubleshoot networked multifunction devices, including printing, scanning, and faxing capabilities
• Collaborate with vendor support teams such as Dell, HP, Xerox, Microsoft, Juniper, and specialized software providers
• Provide technical assistance for Point of Sale (POS) systems
• Conduct follow-ups on resolved tickets to ensure user satisfaction and issue closure
• Participate in structured cabling and wiring projects as needed
• Set up and support technology for presentations and meetings
• Strive to resolve issues on the first contact, minimizing the need for escalation
• Escalate unresolved or specialized issues to appropriate IT teams
• Perform software installations and upgrades on end-user devices
• Willing to travel up to 10%, including occasional overnight stays

IT Support Specialist Responsibilities:

• Conduct thorough analysis of support tickets to identify recurring patterns and root causes. Regularly present findings to management, along with actionable recommendations to permanently resolve or mitigate issues.
• Collaborate closely with IT teams and leadership to design and implement cost-effective, sustainable solutions for strategically significant challenges. Take an active role in the development and execution of these solutions where appropriate.
• Advocate for end users by prioritizing issues based on impact and severity, ensuring that resolutions align with the greatest overall benefit to the organization.
• Partner with management to establish and refine support procedures and guidelines, with a focus on enhancing service quality and operational efficiency.

Qualifications:

• The role requires demonstrated experience in troubleshooting hardware, software, and network issues, or equivalent education and training. Prior customer service experience or training is highly advantageous.
• Strong interpersonal skills are essential. The individual must communicate with users in a respectful and effective manner, adapting their language to suit the user's technical proficiency—whether technical or non-technical—without sounding condescending.
• A minimum of three years in an IT support role within a corporate environment is required. Proven experience in resolving IT-related issues in a professional setting is essential.

Skills:

• Demonstrates a proactive approach to learning and adapting to emerging technologies across multiple platforms
• Possesses excellent verbal and written communication skills for effective support via phone, in-person, and email
• Strong interpersonal skills with the ability to build positive working relationships

Benefits include a family culture and atmosphere, competitive compensation, health, dental, vision, and life insurance for full-time team members, 401(k) with generous company match, paid vacations and holidays, and immense training and growth opportunities.

We conduct pre-employment drug testing. EOE