IT Support Analyst

Overall Purpose and Objective of Position

Louis Dreyfus Company, a privately held firm involved primarily in the international trading and merchandising of agricultural commodities, is looking for an IT Support Analyst to join our North America team in Wilton, CT.  This position is the face of IT to LDC end-users providing on-site incident management, request fulfillment and technical support for approximately 1300 end-users on site services – network, collaboration tools, end user computing and software.

Primary Responsibilities/Essential Functions

• Provide immediate resolution whenever possible and link with 2nd/3rd level support whenever required, follow-up and loop back with the customer/user.  Support can include VIPs. Ensures the accurate and complete logging of required information into the company call tracking system.
• Responsible for overall end-user computing and IT site services to ensure availability to all users, including installing operating systems, applications software and hardware in accordance with IT standards, policies and procedures.  Guides end-users regarding general questions and the use of hardware, software and operating system
• Identifies trends and continuous improvement opportunities, develops support documentation and knowledge base articles to address these most often reported problems and issues. Notifies management of increasing trends, usual or repeated activity.
• Support IT projects (hardware or software replacement, new sites,..) reaching your site(s), you provide the local knowledge (vendors, maintenance, history, security, local regulations if any,..) and personal service when required
• Organize end-users education on any new technology and training on new tools/solutions supporting users and site services.

Additional Responsibilities Functions

• User account management including Active Directory, Office 365/Exchange and business applications, user file access management
• Asset management, receive and inventory equipment ordered and delivered
• Performs daily administrative duties, such as submitting purchase orders and placing orders with vendors, taking receipt of equipment, ad hoc projects as assigned by the Site Services management
• Local Site contact for external service repair service (printer or workstation) and external support for 3rd party applications when site visit needed
• Provide remote hands support to Infra Ops team such as replacing networking equipment, managing ports on switches and performing tests

Education/Professional Certifications/Licenses

Required qualification:

• Bachelor Degree in Information Technology

Preferred qualification:

• Bachelor Degree in Information Systems or similar
• Knowledge of trading platforms

Experience

Basic qualification:

• Minimum five years of technical experience performing desktop support, including troubleshooting workstation, operating system, software applications and networking problems and repairing hardware
• Proficiency with current operation systems of Windows 10 or greater, Microsoft Office Suite products and Windows Active Directory, Microsoft System Center Configuration Manager (SCCM), Citrix, MS Teams, Office 365/Exchange Administration and Intune

Knowledge/Skills/Abilities

Basic qualifications:

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to prioritize multiple tasks to meet strict monthly deadlines.
• Proactively approaches job duties and potential problems.
• Detail oriented with strong organizational and documentation skills.

Working Conditions

• Indoor, climate-controlled office setting with extended periods of sitting, and period walking.
• Interacts closely with personnel in other departments, middle and senior management personnel as well as individuals in other Company locations.
• Onsite support hours are from 8:00am – 5:00pm EST
• Extensions of regular working hours are occasionally necessary to complete time-sensitive projects or to respond to emergencies.
• Some travel required to more industrial type locations.  International travel to Canada may be needed

Decision Making/Accountability

• Recommend process improvements, knowledge articles, and user education to reduce recurring support issues.
• Identifying recurring issues and communicating trends that may impact service quality or business operations.

What We Offer

We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.

- Comprehensive benefits program including medical, dental and vision care coverage, flexible spending account plans, employee assistance program, life insurance and disability coverage
- 401k with Company Match
- Family Friendly Benefits including childbirth and parental leave, fertility and family building benefits
- Paid Time Off (PTO) and Paid Holidays
- Flexible work available (not applicable to all roles)

Diversity & Inclusion
LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.
LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.

Equal employment opportunity (EEO)

Louis Dreyfus Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Sustainability
Sustainable value is at the heart of our purpose as a company.
We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us