IT Support Specialist

Position:  IT Support Specialist

Department: IT

Reports To: Technical Support Manager

Location: Jackson, GA

Make a greater impact at Bonduelle Americas!

Bonduelle Americas is a certified B Corp inviting people to embrace a flexitarian lifestyle with an expanding portfolio of plant-rich products available in and beyond the produce aisle. We operate four facilities and employ nearly 3,000 Associates in the US. 

Bonduelle Americas is a wholly-owned subsidiary of Groupe Bonduelle (BON.PA), an established global brand with more than 170 years of family heritage bringing the joy of plants to tables around the world. Globally, our ready-to-eat plant-rich food products are grown on 173,000 acres by our grower partners and marketed in nearly 100 countries. Our mission is to inspire the transition toward a plant-rich diet to contribute to people's well-being and planet health. 

Join us at Bonduelle Americas for an opportunity to advance your career in a culture that places people first. As a valued member of our company, you will work in a mission-driven environment aimed at preserving the planet’s resources while providing healthy plant-based products to millions of consumers around the world. 

Position Summary

The IT Support Technician is responsible for providing first-line technical assistance to end users across a variety of IT issues in a manufacturing environment. This individual will identify, research, and resolve technical problems while responding to support requests via phone, email, and in-person interactions. The role requires both technical expertise and strong communication skills to understand user needs, provide timely resolutions, and ensure high levels of customer satisfaction. In addition to resolving day-to-day IT issues, this position provides on-site support in a fast-paced factory setting and contributes to company-wide IT initiatives.

Primary Duties & Responsibilities

End User & Technical Support – 80%

• Provide first-line response to help desk tickets, ensuring timely diagnosis and resolution of technical issues.
• Troubleshoot and resolve problems related to hardware, software, email, networks, and peripheral devices.
• Set up and configure new computers, operating systems, software applications, and peripherals (printers, scanners, etc.).
• Troubleshoot network equipment including routers, switches, modems, wireless access points, and Ethernet cabling.
• Deliver on-site, telephone, and remote support to end users, including VIP/executive-level personnel.
• Perform basic printer/copier maintenance and coordinate with vendors for timely issue resolution.
• Document all support interactions, ensuring accurate tracking and proper closure of tickets in line with Service Level Agreements (SLAs).
• Manage customer expectations throughout issue life cycle and escalate high-priority incidents when required.

General IT & Project Support – 20%

• Maintain quality service standards by identifying trends, resolving recurring issues, and recommending improvements.
• Assist project managers and business-facing teams with IT onboarding for projects and new initiatives.
• Provide occasional after-hours support for critical incidents or escalations.
• Participate in company-wide IT meetings, initiatives, and team efforts to continuously improve service delivery.

Minimum Qualifications

• High School Diploma with IT A+ Certification (or equivalent experience).
• 2–3 years of hands-on experience in end user support within an IT service desk or similar environment.
• Strong communication skills (verbal and written) with ability to interact effectively across all levels of the organization.
• Proven ability to diagnose and resolve basic technical issues.
• Experience in a Consumer Packaged Goods (CPG), food, or manufacturing environment preferred.
• Must be comfortable working onsite and on an on-call basis.

Desired Qualifications & Skills

• Advanced knowledge of Microsoft 365, Adobe products, and other productivity tools.
• Strong troubleshooting experience with Windows 11 and Mac OS X environments.
• Familiarity with Active Directory, DHCP, DNS, GPOs, and Windows Server services.
• Networking experience, including wireless access point connections and VPN technologies.
• Experience with Cisco Umbrella and DNS security solutions.
• Ability to support handheld devices and third-party applications.
• Excellent problem-solving skills with a proactive, self-starter mindset.
• Strong documentation skills and willingness to learn unfamiliar systems.
• Ability to work independently as well as in a collaborative team environment.

Key Competencies

• Customer Service Orientation
• Technical Troubleshooting
• Clear & Effective Communication
• Adaptability in a Manufacturing Environment
• Initiative & Ownership of Issues
• Team Collaboration