Post Consumer Brands · 19 hours ago
Support Engineer End User Computing
Lakeville, MN
Full-time
Onsite
Mid Level
$70K/yr - $99K/yr
3+ years expPost Consumer Brands, headquartered in Lakeville, Minnesota, is dedicated to providing delicious food choices for every taste and budget. The Support Engineer End User Computing plays a critical role in providing hands-on technical support for end-user computing and corporate IT services, ensuring seamless technology experiences and enhancing productivity in a dynamic office environment.
Consumer Goods
Responsibilities
Actively resolve technical issues from a priority queue, addressing end-user computing needs in a timely and professional manner
Provide responsive support for complex desktops, laptops, iPads, mobile devices, phones, printers, and peripherals in a corporate office and remote environment. While ensuring a solution and strategy that will integrate at the plants
Troubleshoot and resolve conferencing system issues, including Microsoft Teams Rooms, Polycom systems, projectors, and digital displays, ensuring meeting room readiness and reliability
Must have the ability to troubleshoot complex computing issues
Maintain a strong customer service focus, delivering updates to users and ensuring issues are resolved to their satisfaction
Configure, deploy, and maintain endpoint devices, ensuring compliance with corporate security standards through tools such as Lansweeper, Intune, or ManageEngine
Manage the setup, maintenance, and optimization of conference room equipment in meeting rooms to support video conferencing, presentations, and hybrid work environments, for multiple sites
Define, implement and improve the end user patching and software update strategy. Preform regular updates, maintenance, and security checks on endpoint devices and AV systems to ensure reliability, compliance, and keep our risk score within KPI and SLA rates
Work closely with Infrastructure, Security, Workforce Productivity, and Application Delivery teams to resolve cross-functional issues and implement IT solutions
Partner with the parent company, business units, and plant teams to develop and deploy end-user computing strategies that meet organizational goals
Support cross-team initiatives by addressing technical challenges with a broader strategic focus, ensuring alignment with IT and business priorities
Collaborate with IT teams to support corporate IT and plant initiatives, such as system upgrades, software rollouts, and infrastructure changes
Assist with general technical support in the office, including managing network connectivity, printer setups, and phone systems
Monitor and resolve user requests submitted through the IT ticketing system, prioritizing issues to minimize downtime
Document technical user guides and standard operating procedures. Reviews, develops and publishes knowledgebase articles
Administrator experience administrating and supporting Windows enterprise environment, BitLocker, Office 365 (OneDrive, Teams, Outlook)/Office Suite, Active Directory, Microsoft Edge/IE, Single Sign On, MFA, troubleshooting group policy
A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support
Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue
Conduct regular system checks to identify and address potential technical issues before they impact users
Recommend and implement improvements to IT processes and workflows to enhance efficiency and user experience
Track and analyze support trends to identify recurring issues and propose long-term solutions
Provide training and guidance to users on effectively using IT tools, AV systems, and corporate software
Create and maintain user-friendly documentation for common technical issues and IT systems
Mentor junior IT staff and the helpdesk, sharing best practices and fostering a team-oriented environment
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
3+ years of experience in IT support or service management
Strong experience with end-user computing technologies (Windows, macOS, mobile devices, and collaboration tools such as Microsoft 365)
Experience managing outsourced helpdesk services or working with managed service providers
May need to move light equipment or supplies from one place to another - ability to lift 45 pounds
Work activity is in an office, open-partitioned, cubicle environment
Familiarity with ticketing systems (e.g., ServiceNow, RemedyForce, Monday.com) and ITSM best practices
Strong problem-solving and troubleshooting skills, with the ability to resolve escalated issues effectively
Excellent verbal and written communication skills
Excellent interpersonal skills, with a focus on customer service
Experience with audio-visual systems and conferencing tools (e.g., Teams Rooms)
Preferred
ITIL certification or familiarity with ITIL processes
Familiarity supporting hybrid work environments and remote workforce needs
Familiarity with security audits and SOX requirements
2+ years supporting C-suite level executives
Deliver personalized IT support to senior executives and their administrative teams, ensuring their technology needs are met with exceptional care and urgency
Experience maintaining and optimizing executives' devices, such as laptops, tablets, smartphones, and conferencing systems, ensuring they are always operational and up to date
The ability to document job aids, offer training and guidance on IT tools, ensuring users can maximize their productivity with minimal disruptions
Ability to run a small EUC project automatously from idea to rollout
Company
Post Consumer Brands
We are focused on growth, low cost operational excellence, and being a great place to do great work. We take the safety of our products
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mike Midby
SVP, Chief Operations Officer
Brandon Roberts
Human Resources Business Partner
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