Primary Responsibility :

Serves as the primary support liaison between C-Levels, end users, end-user computing team, IT Hardware/Software vendors, and the Information Technology support teams by resolving complex technical application and IT service problems. Essential Functions include, but are not limited install, troubleshoot and repair end user computing hardware such as personal computers, laptops, thin clients, printers, RF Terminals, smart mobile phones, Audio Visual equipment and other related peripheral hardware. Coach and train end-user computing team on new processes, implement and demonstrate leadership within the team. This includes the support of the current Americold Software portfolio and liaison with subject matter experts where applicable.

What You’ll Do :

• Procure, manage, and deploy hardware to all Americold locations. Clear communication to Americold facilities with any necessary information including tracking numbers, delayed shipments, etc.
• Coach and train end-user computing team on new processes and support methods allowing them to be more self-sufficient in day to day duties.
• Configure, manage, and maintain management consoles to meet company needs and standards. Consoles include but not limited to; SCCM, SOTI MobiControl, StayLinked, HP Device Manager, and Ivanti Velocity.
• Maintain and provide analytical information on all end user computing hardware such as personal computers, laptops, thin clients, printers, RF Terminals, smart mobile phones, Audio Visual equipment, and other related peripheral hardware.
• Maintain and provide RF Depot services for all Americold facilities and future acquisitions through Americold partners.
• Provide analytical, technical and administrative work in the design and installation of new and existing personal computer systems, Cellular telephones, printers, Audio Visual equipment and RF scanning systems in accordance with existing End User Computing (EUC) processes.
• Responsible for analyzing and solving personal computer-related problems, Cellular phones, printer problems, end device RF scanning and other peripheral equipment. Includes contacting vendors and other teams for support when necessary.
• Create and maintain standard documentation to support all EUC related processes.
• Play an active role in championing and developing new EUC processes.
• Install, configure and test new and re-issued personal computers under the current EUC imaging standards.
• Perform work with minimal direct supervision of the Manager of the End User Computing. May take some technical direction from senior technical staff. Lead small- to mid-size projects. Produce quality and quantity of work that would generally be expected at an experienced Specialist level.
• Maintain accurate information and data regarding end-user issues, new personal computer installs and the re-issue of personal computers in the appropriate tracking systems.
• Participate in new business launches as requested.
• Assume ownership of Service Desk support tickets and respond quickly with timely follow through to resolution.
• Train users in the use of equipment and software allowing the users to become increasingly self-sufficient.
• Using current practices follow migration plans to ensure PC equipment and software remains current.
• Responsible for patching, security, integrity and reliability of all computer systems.
• Maintain compliance with software licensing and inventory as prescribed by the corporate standard.
• Follow policies and procedures and assist in enforcing computer/electronic communications/voice mail policies.
• Analyze, troubleshoot, and resolve complex problems with business applications, networking, and hardware
• Accurately document all work in appropriate incident tracking software
• Act as escalation point for other team members
• Prioritize tasks based on service level agreement criteria or as directed and with limited supervision
• Participates or represents department requirements on assigned projects as directed
• Troubleshoot network accounts and other business application access issues until resolved
• Assist users in identifying hardware/software needs and provide advice regarding current options, policies, and procedures
• Participate in published HR training and development initiatives.
• Participate in the published “on-call” rotation.
• Travel to Customer Summits, Leadership Conference to support and be a liaison to IT

What Experience and Education You Need :

• 7-10 years of relative technical experience, or equivalent combination of education and experience
• Advanced knowledge of Windows (All current supported versions) based personal computer and application software - MS Office all versions
• Knowledge on Internet Browser applications, Cisco VPN, LogMeIn, Windows Servers OS, iOS, Citrix

What Could Set You Apart :

• Ability to work in team-oriented environment with strong customer service skills
• Ability to manage shifting priorities easily.
• Self-motivated and directed, with keen attention to detail and the ability to follow-up in a timely fashion.
• Knowledge on Conference Room A/V equipment
• Knowledge on Collaboration tool such as WebEx/ Microsoft Teams
• Ability to administer and maintain remote control Console tools to configure and govern end user devices. Examples of current consoles are SCCM for PCs, Print servers, Mobi for the mobile ruggedized RF devices, or Air watch and apple configurator for Cellular devices and Tablets and Vocollect console for voice devices.
• Ability to support assigned Corporate applications with Vendor and team support.
• Knowledge of ticket based support systems
• Working knowledge of RF scanning systems in an industrial environment (Intermec, Psion & LXE) preferred
• General knowledge of Ethernet, Wi-Fi networks
• Ability to manage assigned projects to completion
• Ensures that performance meets the requirements of SLAs
• Provides reporting and metrics on performance of service
• Performs root cause analysis for incidents and problems

Physical Requirements :

The physical demands described below are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
• Requires the ability to sit for long periods of time, with frequent interruptions
• Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending
• Requires manual dexterity with normal hand and finger movements for typical office work
• Talking, hearing, and seeing are important elements of completing assigned tasks
• May require travel by automobile and airplane up for business (up to 30% at times of go-lives / launches)
• May require visiting or working in facility operations in temperatures at or below freezing
• May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds
• Requires the use of various electronic tools
• Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes
• Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What We Offer :

Our associates know the answer to the question What’s in it for me We offer best-in-class benefit programs and continuously work with our associates to ensure that our offerings meet the needs of their health and financial well-being. When you join Americold you join a values-oriented company with a clear mission. We help our customers feed the world.

Americold is an Equal Opportunity/Affirmative Action Employer and complies with applicable employment laws.
EOE/AA M/F/D/V DFW.