Helpdesk Analyst

Support employees with Tier 1 and Tier 2 helpdesk and IT infrastructure support in a hybrid role based in Northbrook, IL.

Responsibilities

• Provide Tier 1 and Tier 2 support for PCs, laptops, mobile phones, printers, and related technologies
• Deliver helpdesk coverage for Barilla America headquarters and remote sites
• Troubleshoot hardware, software, operating systems, applications, and network issues
• Handle support requests via ticketing system, phone, email, and remote support tools
• Record issue details, status, and resolution in Barilla’s helpdesk system
• Resolve or escalate issues in a timely manner, with periodic status updates on open items
• Escalate complex issues when necessary
• Coordinate employee onboarding and offboarding activities
• Create, modify, and disable user accounts in Barilla’s identity management system and manage accounts in Microsoft Active Directory
• Manage access, permissions, security groups, and software licenses
• Support password resets, multi-factor authentication (MFA), and account troubleshooting
• Maintain accurate records of assigned equipment and user access in Barilla’s inventory system
• Support collaboration platforms including MS Teams and Cisco Video conferencing
• Support PC refresh, mobile phone deployments, and other technology rollout projects within timelines and budget
• Work with the Global IT team on issues requiring their support, including entering tickets in the global helpdesk system and following up
• Provide service in a polite and professional manner with excellent customer service
• Follow all local/global IT processes and company policy
• Perform other duties as assigned

Requirements

• Bachelor’s degree in information technology, computer science, engineering, other technical field, or specialized training
• 2+ years of experience in a Help Desk, Desktop Support, or IT Support role
• 1+ years experience managing Infrastructure or related projects
• Experience supporting Windows PCs (Windows 11), Microsoft 365, and mobile devices
• Basic knowledge of Microsoft Azure, Microsoft Entra ID, and Active Directory
• Experience creating user accounts in Microsoft Active Directory or other identity management systems
• Knowledge of networking concepts including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi
• Strong skills in troubleshooting, communication, and customer service
• Ability to manage multiple tasks and priorities
• Ability to provide remote support via various methods
• Experience with Microsoft Intune or other endpoint management tools
• Experience supporting multiple office locations
• CompTIA A+, Network+, Microsoft, or related certifications a plus
• Experience with SCCM and software distribution a plus
• Cisco CCNA certification a plus
• SAP support experience a plus
• Domestic and international travel may be required (10-15%)
• Excellent communication and interpersonal skills
• Experience working in a global environment a plus
• Demonstrated ability to manage multiple initiatives concurrently
• Experience with cloud systems a plus
• Experience with SAP or SAP GUI a plus
• Experience delivering small infrastructure projects such as PC and mobile deployment
• Experience with Networking and Cisco equipment a plus

Technologies

• Windows 11
• Microsoft 365
• Microsoft Azure
• Microsoft Entra ID
• Microsoft Active Directory
• MS Teams
• Cisco Video conferencing
• Microsoft Intune
• SCCM
• Cisco CCNA
• TCP/IP
• DNS
• DHCP
• VPNs
• Wi-Fi
• Multi-factor authentication (MFA)
• SAP
• SAP GUI

Benefits

• Medical, dental, and vision insurance
• Paid time off
• 401(K) plan with company match
• Life and disability plans
• Employee assistance program

Pay Range

• $70,000 - $85,000 per year
• Eligibility to participate in the annual discretionary bonus plan

Location

• Hybrid role based in Northbrook, IL