The Information Technology (IT) Department is responsible for CSI’s information technology services, support, and IT infrastructure. Our primary purpose is to serve and protect our customers: CSI team members. This person is responsible for managing our helpdesk system, dispatching IT Team members in response to incoming requests, being a point of escalation for Tier 2 requests, and serving our customers directly.

CSI employees are fully engaged in our culture, committed to excellence, and willing to learn, grow and develop their skills. CSI People demonstrate energy and excitement about our industry and daily challenge themselves to provide excellent sales and service to our customers.

We are seeking an experienced and customer-focused IT Support Lead to oversee our internal support operations. This role is responsible for managing the Helpdesk ticketing system, dispatching and guiding team members on incoming IT requests, providing Tier 2 support, and directly assisting our CSI team. The ideal candidate brings a strong technical background, leadership skills, and a passion for driving process improvement and service excellence.

About CSI:

CSI provides state-of-the-art stainless-steel process equipment and service for the food, dairy, beverage, pharmaceutical, and personal care industries. We are a growing company with a passion for providing superior customer service. Our work environment is rooted in respect, teamwork, continual learning, and growth... with a large dose of community and fun!

We believe our employees are our greatest resource and are committed to investing in our team. Which is why we offer employees the possibility of free monthly healthcare premiums, paid time off, retirement planning, on-going personal development and more! If it wasn’t already obvious, we also value fun and community! Which is why we strive to create an enjoyable and positive work environment – hosting company BBQs, bringing in local food trucks, casual Fridays, wellness programs, and even encouraging our team to invest and volunteer in our local community.

We’re looking for fun and energetic candidates that want to join our growing family and ensure our customers delight in CSI. If this sounds like you, what are you waiting for? Apply now!

Salary: $70,000 - $85,000 annually

Primary Functions
• Manage the Helpdesk ticket system and ensure follow-up and resolutions.
• Prioritize helpdesk tickets and respond quickly to customer needs.
• Direct the escalation path to Tier 2 and above for more challenging helpdesk issues.
• Workstation Management Oversight
• Maintenance of PC Application software and PC hardware.
• PC hardware repair experience with CPU, RAM, hard drive, motherboard, video cards, etc.
• Prioritize, manage and ensure the development and implementation of enhancements and changes to IT policies and procedures.
• Support off-site users with VPN connection and access as needed.
• Innovate, plan, and carry out process improvement and automation of IT Tasks.
• Collaborate closely with technology management in project prioritization/ planning to understand future resource needs
• Participate and assist in planning of IT projects, and advising on specification requirements and limitations.
• Prepare and lead in content and presentation of First Day and Fitting-In with IT classes and training.
• Assist with MacOS as needed.
• Maintain a broad business and IT product knowledge, including the impact of industry trends, regulatory environment, and relevant best practices on the recommended solutions.
• Gather facts and use effective analytical and evaluative methods to assess information, plan the sequence of actions necessary, make sound decisions, and solve a variety of network problems.
Technical Acumen
• Build and maintain a solid understanding of current technology industry and trends
• Maintain a broad business and IT product knowledge, including the impact of industry trends, regulatory environment, and relevant best practices on the recommended solutions
• Have a vast Knowledge of various troubleshooting techniques
Business Partnership
• Build and maintain an understanding of CSI business processes and products
• Establish strong working relationships with all CSI departments and technology vendors and related business partners
• Use active listening to understand business needs, and implement the appropriate solutions based on a strong understanding of those needs
Knowledge Management
• Promote the use of knowledge management and knowledge sharing processes and tools
• Share/leverage successful products, processes and practices across CSI
• Assist in evaluating knowledge sharing tools and making recommendations for knowledge management improvements
• Ensure documentation is captured appropriately and is easily accessible to authenticated employees
Required Skills
• Helpdesk Management
• Process Improvement/Automation
• Ability as a Trainer/Supervisor
• MS Server
• MS Exchange
• MS Active Directory
• MS Office Products
• Antivirus / Spam Management
• Network layout and IP routing knowledge
• Network Security
• Network and local printers
• PC hardware installation
• CISCO / Meraki device management
• VMware Management
• vSAN and SAN Management Desired Skills
• Conference Room AV
• Identity and Access Management
• Enterprise Resource Planning software
• Contact Management software
• Document Management Systems
• MS SQL
• IP Phone System
• Project Management

Education/Training:

• Bachelor's Degree in computer science or networking field, or equivalent experience.
• Technical Certifications
  • Network+ and A+ or higher, required
  • At least one additional network/PC industry certificate, preferred Cisco, Microsoft, VMware, ISC(2)
• Knowledge of wide range of information management techniques, requirements, methods, and procedures, including approaches used by other organizations to design solutions for application requirements.
• Excellent written and verbal communication skills with the ability to interact with all levels within the organization
• Excellent interpersonal / relationship management skills
• Excellent conflict resolution and negotiation skills

Required Experience:

• 5 years of experience in IT support role, required; 7 years, preferred
• Knowledge of network architecture, interrelationships, operating modes, configuration, topology, and protocols
• Ability to gather facts and use effective analytical and evaluative methods to assess information, plan the sequence of actions necessary, make sound decisions, and solve a variety of user problems
• Ability to maintain an up-to-date awareness of technological advances
• Experience in initiating, conducting and facilitating discussions with multiple stakeholders, and ability to translate the results and issues at hand to the business and to the IT teams
• Knowledge of IT technical standards and system design approaches and knowledge of the subject matter work processes and terminology in the assigned area
• Skill in modifying and adapting precedent system approaches to meet specialized requirements of new projects; and skill in coordinating the efforts of a team
• Knowledge of a wide range of information management techniques, requirements, methods, and procedures including approaches used by other organizations to design solutions for application requirements

More than 40 hours per week may occasionally be required to achieve the productivity necessary for this position. Saturday, Sunday, and holiday hours may occasionally be required.

This position requires the ability to interact with employees verbally and in writing, remain in a stationary position for 80% of the workday, have close visual acuity, and constantly operate a computer and other office productivity equipment, such as a phone, copy/fax/scan machine, computer keyboard and mouse with or without reasonable accommodation. This position also requires the ability to occasionally lift, stoop, bend, and lift office products and supplies, up to 50 pounds.

CSI has a long standing policy of Equal Opportunity in employment. Our practice is to fill positions by selecting applicants who can perform the work in a competent and professional manner. We do not discriminate on the basis of age, sex, race, color, religion, national origin, sexual orientation, gender identity, protected veteran status, or individuals with disability. U.S. federal law requires completion of employment eligibility verification upon hire. CSI participates in E-Verify. Must have the right to work in the United States.