Job Description

Make a Difference in YOUR Career!

Our vision is both simple and ambitious: to put our drinks on every table.   

We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.

Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative. We seek out new challenges and conquer them. This is our company ethos, but it’s our people’s too: Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.

Stop and think: how would  YOU put our drinks on every table?

Summary Description

The IT Service Desk Specialist is responsible for providing technical support to users within an organization. This role involves troubleshooting hardware and software issues, resolving network and connectivity problems, and delivering a high level of customer service. The IT Service Desk Specialist will also handle ticketing systems, perform diagnostics, and escalate complex issues to higher-level IT teams when necessary. The ideal candidate is highly skilled in problem-solving, communication, and multitasking in a fast-paced environment.

Essential Job Functions

First-Level Support:

• Serve as the first point of contact for IT support within the organization, providing timely and effective resolution to issues via phone, email, or in person.
• Troubleshoot and resolve hardware (PCs, laptops, printers, etc.) and software (Windows, macOS, Microsoft 365, etc.) problems.
• Assist with basic network connectivity issues such as internet access, VPN, and Wi-Fi troubleshooting.

Ticket Management:

• Create, manage, and resolve service tickets in the IT ticketing system (e.g., ServiceNow, JIRA, EasyVista).
• Prioritize, escalate, and follow up on tickets as needed to ensure prompt resolution.
• Document detailed troubleshooting steps and solutions within ticketing systems to maintain clear communication and knowledge-sharing across the team.

User Account Management:

• Perform account management tasks such as creating, modifying, and disabling user accounts in Active Directory, Microsoft 365, and other relevant systems.
• Support password resets, multi-factor authentication (MFA), and access requests.

Hardware and Software Support:

• Assist with hardware deployments, repairs, and maintenance of IT equipment such as desktops, laptops, printers, and mobile devices.
• Install, configure, and troubleshoot software applications across multiple platforms (Windows, macOS, and mobile OS).

Remote and On-site Support:

• Provide remote support to users in satellite offices or work-from-home employees using remote access tools.
• Conduct on-site support, when necessary, to address hardware and infrastructure issues at the local office or data center.

Training and Documentation:

• Assist in the creation of technical documentation, user guides, and FAQs for common support issues.
• Provide end-user training and guidance on new systems, upgrades, or procedures as needed.

Incident and Problem Management:

• Identify recurring issues and work with the IT team to find permanent solutions or escalate to the appropriate team.
• Collaborate with cross-functional teams, such as network engineers, system administrators, and security teams, to resolve complex issues.

Required Skills

• Strong knowledge of Windows OS, macOS, and Microsoft Office 365 suite.
• Basic networking knowledge (DNS, DHCP, VPN, TCP/IP).
• Ability to diagnose and troubleshoot hardware and software issues.
• Excellent verbal and written communication skills, with a strong focus on customer service.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Strong organizational skills, with the ability to prioritize and manage multiple tasks simultaneously.

Competencies

• Problem-Solving: Ability to quickly diagnose technical issues and find appropriate solutions under pressure.
• Communication: Clear and professional communication with non-technical users, providing explanations and instructions in an accessible manner.
• Customer Focus: Dedicated to meeting and exceeding the needs of internal and external customers by delivering prompt, accurate, and courteous service.
• Teamwork: Works well in a team environment, sharing knowledge and assisting colleagues when needed.
• Adaptability: Flexibility to adapt to changes in technology, processes, or customer demands.

Education and Experience

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred, but equivalent work experience may be considered.
• CompTIA A+
• Microsoft Certified: Fundamentals (MS-900, AZ-900, etc.)
• ITIL Foundation
• 1-3 years of experience in IT help desk, service desk, or technical support roles.
• Hands-on experience with troubleshooting hardware, software, and network issues.
• Familiarity with ticketing systems (ServiceNow, Jira, EasyVista) and remote support tools (TeamViewer, Remote Control, etc.)

Working Conditions

• Physical Demands– Continuously sitting for prolonged periods, as the job is administrative in nature.
• Visual/Sensory – This position requires attention to detail, requiring attention with one or two senses at a time.
• Work environment – Work and environment fasted paced, requiring ability to remain focused under pressure.
• Mental Stress – There is pronounced pressure from deadlines, project management, accuracy or similar demands.

Travel Requirements

• N/A

A Career with Refresco

Refresco offers a competitive salary and comprehensive benefits, which include:

• Medical/dental/vision insurance
• Life insurance
• 401(k) savings plan with company match
• Paid holidays and vacation
• Well-being benefits
• Discount programs

Join Refresco TODAY and enjoy a rewarding CAREER!

Any employment agency, person, or entity that submits a résumé to this career site or a hiring manager does so with the understanding that the applicant's résumé will become the property of Refresco Beverages, Inc. Refresco Beverages, Inc. will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.

Employment agencies that have agreements with Refresco Beverages, Inc., and have been engaged in a search shall submit résumé to the designated Refresco recruiter or, upon authorization, submit résumé to this career site to be eligible for placement fees.

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