GENERAL DESCRIPTION / PRIMARY PURPOSE:

Proactively 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.  Responsibilities include but are not limited to analyzing, monitoring, and troubleshooting facility business applications and technologies across Dole Fresh Fruit company to ensure ongoing business operations.

 

 

MAJOR RESPONSIBILITIES AND TASKS/DUTIES OF THE POSITION:

·         

·       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.

·       Participate in the selection, implementation, support, and maintenance of Dole information systems technologies.

·       Analyze business processes to identify inefficiencies and recommend improvements.

·       Repair, replace, and troubleshoot LAN network equipment, PCs, and mobile solutions for the DFF and DFC business units.

·       Ensure desktop and portable systems are installed according to established guidelines and meet internal customers satisfaction.

·       Monitor and mitigate IT risks by maintaining LAN equipment and mobile systems and coordinating with Dole IT Security to enhance security protocols.

·       Analyze and communicate security events that elevate risk thresholds, collaborating with responsible parties to resolve issues.

·       Support documentation and implementation of updated security protocols.

·       Ensure system modifications and settings align with departmental and company standards by proactively monitoring tools and configurations.

·       Participate in system development to ensure compliance with security baseline requirements.

·       Assist, as needed, in evaluating and selecting hardware, software, and vendors to provide optimal IT services to internal customers.

·       Ability to troubleshoot PC hardware, operating systems, mobile devices and, associated peripheral and software components

 

INTERNAL RELATIONS

 

WITH WHOM:

WHAT FOR:

 

Dole Fresh Fruit Users & Dole Food Company Users

Interact with internal business units employees to resolve IT request and assist in other business solutions tasks, including IT and end users.

 

EXTERNAL RELATIONS

WITH WHOM:

WHAT FOR:

External product and service vendor management.

Maintain direct relationships for hardware and software products selection.