Senior Helpdesk Administrator

2 days ago Be among the first 25 applicants

Ready for more than just a job? Build a career with purpose. At Lactalis in the USA, we’re committed to providing meaningful opportunities for our people to learn, grow, and thrive—whether you’re just starting your journey with us or looking to take the next step in your career. From day one, we offer the tools and support to help you succeed.

As the world leader in dairy, Lactalis is a family‑owned company with over 85,000 professionals worldwide. We produce award‑winning dairy products that bring people together. In the US, we proudly offer an unrivaled house of beloved brands including Galbani®, Président®, Kraft®, Break stone’s®, Cracker Barrel®, Black Diamond®, Parmalat® and a growing family of ethnic favorites like Karoun®, Gopi®, and Arz®. Our yogurt portfolio includes siggi’s®, Stonyfield Organic®, Brown Cow™, Oui®, Yoplait®, Go‑Gurt®, :ratio®, Green Mountain Creamery®, and Mountain High®.

At Lactalis, we live by our core values—Ambition, Engagement, and Simplicity. We foster a workplace where innovation thrives and diverse perspectives are valued. If you don’t meet every qualification, we encourage you to apply. We want to hear about your PASSION, STORY, and how your EXPERTISE can help us shape the future of dairy.

Job Summary:

As a senior helpdesk administrator, this role provides comprehensive support to end‑users onsite and remotely, responding to help requests, diagnosing issues, researching and resolving technical problems. The position also involves significant interaction with network and server operations, and as the sole on‑site IT infrastructure resource, the individual serves as the primary point of contact for troubleshooting and ensuring technology operates efficiently.

• Receive and resolve incoming help requests from end users in a courteous and professional manner. Document the entire support lifecycle from origin through resolution.
• Troubleshoot issues onsite related to servers, desktops, laptops, printers, routers, switches, firewalls, VOIP phones, smartphones, software deployment, security updates, and liaise with the remote team as needed.
• Set up and configure equipment for employees upon hire or as changes occur, including managing local equipment inventory.
• Provide IT setup and support for conference rooms for meetings, audio/web conferences, and presentations.
• Prioritize and schedule problem resolution; escort problems when required.
• Use software updates, drivers, knowledge bases, and online resources to aid in problem resolution.
• Perform hands‑on fixes at the desktop level, including installing/upgrading software, installing hardware, implementing backups, and configuring systems.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Evaluate documented resolutions and analyze trends to prevent future problems; develop help sheets and FAQs for end users.
• Maintain and report on operational systems such as backup and monitoring.
• Respond to off‑hour escalations as needed.
• Act as local business liaison to maintain positive relationships with business leaders and support projects.
• Deploy, manage, and optimize new helpdesk processes in support of business activities.
• Provide monthly reporting of helpdesk KPIs to monitor progress and share results.

Qualified applicants will contribute the following:
Education, Experience, Certifications and specific knowledge.

• Three years of professional experience in a related field, or equivalent in pursuit of a degree.

• Knowledge of IT systems including support ticket systems, Active Directory Users and Computers, Microsoft workstation OS, Microsoft 365 suite, PC hardware troubleshooting, remote assistance tools, desktop imaging, iOS and Android mobile devices.
• Familiarity preferred: domain services (Active Directory, DNS, DHCP, GPO), network fundamentals, Microsoft server OS, thin client/Citrix/VDI, SAP and/or iSeries, Lotus Notes, Ricoh printers, Bit Locker, Veeam backup systems.

• Experience with troubleshooting, system…