Location:
Denver CO
Senior IT Support Technician
About Us
Welcome to Ardent Mills, a company dedicated to helping our customers innovate and grow, with the industry's broadest range of traditional and organic flours, whole grains, customized blends, and specialty products. Our ingredients are backed by unrivaled technical support, food safety solutions, and the supply assurance of a coast-to-coast network of more than 40 community mills and blending facilities, an artisan commercial bakery, and a Mobile Innovation Center.
Technology drives our ability to be industry leaders developing the next generation of user-centered solutions that are changing the way our people connect, explore, and interact with information and our customers. Members of our tech-savvy and solutions-focused IT Support Team collaborate and support every role of our business to provide the technology used to nourish millions of people. We are passionate about our people and passionate about our mission and values.
About the Job
The IT Support Team is the first point of contact for Ardent Mills team members in need of IT services or support. The principal goal of the team is to provide excellent support by troubleshooting issues, fulfilling requests, and providing technical guidance at the first point of contact. This may involve direct interaction via in person, phone, or chat, responding to inquiries via email or the end-user portal, or interacting with users through screen sharing and other virtual means.
Senior IT Support Technicians focus on troubleshooting and improving our end user hardware and software environment. The team collaborates with all business areas to sustain and enhance the technical systems that enable Ardent Mills to operate simply and efficiently in both mills and offices. They have a deep understanding of O365, operating systems, and standard software suites. They also perform lifecycle management of IT assets, including laptops, desktops, and peripherals.
Senior IT Support Technicians work closely with Modern Workplace Engineers to manage the endpoint environment across Ardent Mills using tools like Intune, SCCM, and JAMF. Endpoints include desktops, laptops, mobile devices, HoloLens and other peripherals, and the software that keeps them operational.
Your Day to Day
- Maintain standardized system configurations across operating environments utilizing tools including SCCM, Endpoint Management (including Autopilot and Intune), and JAMF
- Respond to incoming requests (e.g., emails, dashboard alerts, text, chat, phone, or in person) and accurately identify, diagnose, prioritize, resolve/escalate the tickets within established SLA standards. Enter/update technical problems, causes, status, and solutions within the ITSM software.
- Microsoft O365 administration
- Create application installations for zero-touch endpoint deployments and application package deployments
- Support security policies and projects related to endpoints, including monthly and urgent patching.
- Support projects for technology upgrades and new hardware and software deployments
- Create and maintain documentation for standard Technical Support policies, procedures, and practices
- Perform escalations when necessary to vendors or internal departments and work with the other party to resolve the issue to the end user's satisfaction.
- Participate in an after-hours support rotation to provide support to end-users
Essential Skills and Experience
- Highly self-motivated and directed with keen attention to detail
- 3+ years experience in technical support
- Experience providing excellent customer service
- Experience with O365 Administration
- Knowledge of SCCM, JAMF, or other endpoint management tools
- Understanding of Active Directory (group policy management, Sites and Services, Users and Groups)
- Exhibit a strong work ethic and responsible behavior and must maintain the confidentiality of information at all times.
- Curious and solutions focused
- Ability to achieve and maintain a high level of technical proficiency
- Solid documentation skills
- Excellent interpersonal skills with both technical and non-technical personnel
- Strong organizational skills and ability to prioritize work to meet deadlines
- Experience training and mentoring junior team members
Good to Have
- Experience with Autopilot/Intune deployment experience or experience configuring, testing, and deploying machines using Autopilot/Intune or similar tools
- Experience with Group Policy
- Experience with project management, change management, and basic ITIL principles
- Bachelor's degree in Computer Science or a related field
- Experience or training in Design Thinking
Other Considerations
- Occasional travel as needed to support business needs.
- Conditions include working inside, occasionally working around machines with moving parts/objects, and occasionally lifting devices or boxes weighing up to 50 pounds.
- Occasional irregular hours, including evening and weekend work.
EEO Commitment
Ardent Mills is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
The preceding position description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees in this position. The description, duties, functions, and responsibilities are subject to change at the discretion of Ardent Mills.
Location:
Denver CO
Address:
1875 Lawrence Street, Denver CO, 80202
Additional Locations (if applicable):
Employment Type:
Full time
Additional Information:
COMPETITIVE COMPENSATION:
We provide market-driven base pay, based on skills, abilities, and level of experiences. Our salary ranges are broad, and individual salary will be market competitive based on a candidate’s unique set of skills and level of experience. The starting range for this position is $74,600.00 - $99,444.40, with additional earning potential possible commensurate with experience. Additionally, we believe that our team members are the reason for our success and all team members are incentive eligible with a target based on contribution, company performance, and individual results achieved. While the specific bonus plan and target amount will be determined based on the role and breadth of contributions, the targeted bonus plan and targeted percentage amount for this role is Bonus - MIP, 5% Annual.
BENEFITS:
At Ardent Mills we offer a wide range of benefits to our team members and their eligible family members. Some of our great benefit programs you may be eligible for include: • Medical, Dental and Vision Coverage• Health and Dependent Savings Accounts • Life and Disability Programs • Voluntary Benefit Programs • Company Sponsored Wellness Programs • Retirement Savings with Company Match • Team Member and Family Assistance Program (EAP) • Paid Time Off and Paid Holidays • Employee Recognition Program with Rewards (RAVE).
APPLICATION DEADLINE:
01/13/2025
EEO Commitment:
At Ardent Mills, everyone matters and everyone has a voice. We are committed to providing an environment of mutual respect where equal opportunities are available to all applicants and team members and the decisions will be based on merit, competence, performance, and business needs. We are proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, genetic information, veteran status, age, political affiliation, or any other non-merit characteristic protected by law or not. Together, celebrating our differences, we make Ardent Mills. The preceding position description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees in this position. The description, duties, functions, and responsibilities are subject to change at the discretion of Ardent Mills.
En Ardent Mills, todos importan y todos tienen voz. Estamos comprometidos a brindar un ambiente de respeto mutuo donde haya igualdad de oportunidades disponibles para todos los solicitantes y miembros del equipo y las decisiones se basarán en el mérito, la competencia, el desempeño y las necesidades comerciales. Estamos orgullosos de ser un empleador que ofrece igualdad de oportunidades. No discriminamos por motivos de raza, color, religión, credo, origen nacional, ascendencia, estado civil, sexo, orientación sexual, identidad o expresión de género, discapacidad física o mental, embarazo, información genética, condición de veterano, edad, política. afiliación, o cualquier otra característica no meritoria protegida por ley o no. Juntos, celebrando nuestras diferencias, formamos Ardent Mills. La descripción del puesto anterior ha sido diseñada para indicar la naturaleza general y los deberes y responsabilidades esenciales del trabajo realizado por los empleados dentro de este puesto. Es posible que no contenga un inventario completo de todos los deberes, responsabilidades y calificaciones requeridas de los empleados en este puesto. La descripción, los deberes, las funciones y las responsabilidades están sujetos a cambios a discreción de Ardent Mills.
