Monitor ticket queue to ensure completion of all requests logged, making sure this is within SLA (Service Level Agreement) established. Provide technical support and assistance, whether on the phone, in person, or remotely, related to local and remote systems, and infrastructure such as end user devices, mobile/cloud-based applications, network, router and firewall equipment needed for business operations.

• Daily monitoring the team’s queue of tickets and assign them to team members.
• Monitor tickets created by users from DFFNA ensuring completion of those but, also important, within SLA established.
• Follow-up with users after ticket has been close.
• Comply with the Dole defined Asset Management and Inventory process by following the procedure every time that a company IT asset is changed to maintain clean accounting records for the company.
• Participate in infrastructure upgrade process by providing eyes and hands support for the project team in DFFNA locations.
• Participate in the evaluation and selection of hardware and software products and vendors, to have and provide to internal customer’s the best IT services.
• Assist in the collection of data required for assembling the annual DFFNA-IT budget, to comply with the IT department requirements.
• Ability to troubleshoot PC hardware, operating systems, mobile devices and, associated peripheral and software components.
• Provides technical assistance and maintenance support to departmental and end users, hands on and via telephone remotely.

• Functional Expertise
• Business Acumen
• Problem Solving
• Impact
• Interpersonal Skills

Education and Certification Requirements:

• Bachelor’s degree or equivalent experience required

• One or more of the following certifications preferred
• CompTIA A+ or similar
• Microsoft MCP or similar
• ITIL v3 or ITIL v4

• Knowledge with MS Office Suite (O365) and other user software packages
• Bilingual English / Spanish would be a plus.

• 1-3+ years in a role as help desk technician or desktop support technician, supporting endpoints, network devices and video conference equipment/technologies.
• Experience working as a team member with minimal supervision and initiative to work independently.
• Intermediate level knowledge with MS Office Suite (O365), Teams, Exchange (Outlook) and other end user software packages.
• Intermediate level knowledge of operating systems (e.g., Microsoft, Apple, Unix, etc.), network elements and protocols, client-server, and web architecture.
• Ability to troubleshoot networking, software, and hardware issues.
• Ability to effectively prioritize tasks and perform well under pressure in a dynamic environment
• Ability to work independently, self-starter with good time management skills
• Excellent verbal and written communication skills, interpersonal skills, and the ability to work effectively with all organizational levels including executive leaders.
• Strong analytical, organization and problem-solving skills.
• Strong customer service orientation.