IT Analyst

Overview

Position Title: IT Desktop Support Analyst

Reports To
:
Sr. IT Operations Manager

FLSA Status: Non-Exempt

Normal Work Schedule
:
Monday–Friday, 7:30 AM–4:30 PM (with rotational on-call)

Soules Foods is a family-owned food company with nearly 50 years of history delivering on its promise of Great Food, Made Simple®. Headquartered in Tyler, Texas, the company is a national leader in ready-to-eat and ready-to-cook chicken and beef products and the #1 producer of chicken and beef fajitas in the United States. Our products are sold nationwide through major retail, food service distributors, and restaurant partners.

With approximately $1B in annual revenue, over 2,000 employees, and manufacturing facilities in Tyler, TX;
Gainesville, GA; and Valley, AL, Soules Foods continues to grow and invest heavily in modern, secure, and scalable technology to support both corporate and plant operations.

The IT Analyst serves as a frontline technical support resource for corporate and plant-based employees across multiple locations. This role is critical to maintaining day-to-day technology operations, supporting both Windows and Apple ecosystems, and ensuring reliable access to systems used by corporate, sales, and production teams.

The IT Analyst will provide hands-on and remote support for hardware, operating systems, business applications, and collaboration tools. The role works closely with IT leadership and cross-functional teams to support end-user productivity, onboarding/offboarding, device lifecycle management, and adherence to service level expectations. This position participates in a rotating 24x7 on-call schedule to support after-hours operations, including manufacturing and business-critical systems.

None

• Provide Tier 1–Tier 2 technical support via Fresh service ticketing system, phone, remote tools, and in-person assistance.
• Receive, prioritize, document, and resolve end-user incidents and service requests in Fresh service in accordance with SLA expectations.
• Escalate issues appropriately to higher-tier IT resources or vendors. Troubleshoot hardware, software, and connectivity issues using structured diagnostic and problem-solving techniques.

• Configure, deploy, and support Windows, macOS, and iOS devices including laptops, desktops, tablets, and mobile devices.
• Perform employee onboarding and offboarding, including device provisioning, account setup, access changes, and equipment recovery.
• Support and maintain Dell laptops/desktops, thin clients, Apple Mac Books, iPhones, and iPads.
• Assist with endpoint lifecycle management including imaging, replacement, refresh, and retirement.

• Administer and maintain user accounts, group membership, and access in Microsoft Active Directory and cloud identity platforms.
• Support Microsoft 365 services including Exchange Online, Teams, One Drive, and SharePoint.
• Assist with MFA, password resets, and access troubleshooting.

• Support Apple Business Manager workflows and mobile device management processes.
• Provide direct support for macOS and iOS devices used by leadership and sales teams.
• Troubleshoot mobile connectivity including Wi-Fi and cellular services.

• Support printing and labeling solutions including copiers, badge printers, and production label printers.
• Troubleshoot and support handheld and scanning devices used in plant operations.
• Provide on-site support in production and refrigerated environments as needed.

• Support conference room and collaboration technology including displays, audio/video systems, and conferencing platforms.

• Participate in a rotational 24x7 on-call schedule, typically one week at a time, approximately once per month (depending on team size), including nights, weekends, and holidays.
• Document procedures, known issues, asset information, and solutions within Fresh service to support operational consistency and accurate inventory records.
• Follow ITIL-aligned incident,…