IT Network Technician Level TWO

Elmer Chocolate is the oldest family-owned chocolate company in the USA. Our factory in Ponchatoula is the 2nd-largest manufacturer of Valentine boxed chocolate in North America.

The IT Technician II provides hands-on support for computer systems, network-connected devices, software applications, and end users throughout the organization. The role installs, configures, maintains, and troubleshoots hardware and software while supporting daily operations in office and manufacturing environments. The ideal candidate has a genuine passion for information technology, enjoys troubleshooting and continuous learning, and takes ownership of problems from initial report through final resolution. Accurate documentation, ticket updates, inventory management, and technical records are core responsibilities of this position and are essential to maintaining reliable IT operations.

Technology Environment

• Windows workstations and laptops
• Microsoft 365
• Active Directory / Entra ID
• VoIP phone systems
• Wireless networking
• Security cameras and NVR systems
• Access control systems
• RFID and barcode scanning systems
• Label and office printers

Essential Functions, Duties and Responsibilities

General:

• Lives and communicates Elmer Chocolate Values, our guiding principles.
• Serve as a "backup" for other IT roles/duties in others' absence.
• Completes other duties/additional tasks as assigned by the manager or supervisor.

Hardware/Software:

• Install, configure, image, maintain, and troubleshoot desktop computers, laptops, printers, time clocks, wireless access points, telephones, cameras, access control systems, barcode/RFID scanners, and other network-connected devices.
• Deploy and support approved software applications, coordinating with vendors and third-party support providers as needed.
• Respond to and resolve IT support requests in a timely manner through the ticketing system. Maintain accurate ticket notes documenting troubleshooting performed, status, user communication, next steps, and final resolution.
• Assist with technology projects, upgrades, migrations, and system implementations.
• Perform data corrections and basic system administration tasks as assigned.
• Support Microsoft Windows operating systems, Microsoft 365 applications, user accounts, and related technologies.

Tracking, Monitoring, & Reporting:

• Create, modify, disable, and maintain user accounts and access permissions in accordance with company security requirements and established procedures.
• Maintain accurate and current inventory records for IT assets, equipment, devices, accessories, and supplies. Update records as equipment is deployed, relocated, replaced, returned, repaired, or retired.
• Maintain accurate network documentation, including device locations, switch ports, VLANs, IP information, cabling layouts, access points, and infrastructure changes.
• Complete assigned tasks from beginning to end, including implementation, testing, verification, documentation, communication, and ticket closure.
• Regularly verify physical IT inventory against documented records and promptly investigate and correct discrepancies.
• Communicate project delays, technical blockers, resource needs, or scheduling concerns to the Senior Network Administrator before they interfere with task completion.
• Work professionally and collaboratively with Maintenance, Production, Warehouse, Shipping, and other departments on cross-functional technology projects.
• Take ownership of assigned responsibilities, follow management direction, and raise technical concerns professionally and constructively.
• Monitor and evaluate efficiency of software/hardware usage, providing items to be covered in training of users, making them more efficient.
• Monitor software licensing and usage to support compliance with vendor agreements and company standards

Ongoing Knowledge:

• Maintain an adequate level of knowledge of operating system and application software being used to provide high levels of support to users.
• Create and maintain written technical procedures, knowledge-base articles, network diagrams, network mapping, infrastructure documentation, and troubleshooting guides on an ongoing basis.
• Follow company cybersecurity standards and assist in identifying, reporting, and responding to security-related incidents or concerns.
• Support implementation and maintenance of hardware and software security measures.

Collaboration & Employee Service:

• Participate in team meetings, providing input and suggestions.
• Assist in providing computer/network support relating to software and hardware problems reported by users-often via IT support tickets.

Education and Work Experience

• Associate's degree in Information Technology, Computer Networking, Computer Science, or a related field preferred.
• Two (2) years of IT support, help desk, desktop support, or network administration experience preferred.
• Equivalent combinations of education, certifications, training, and experience may be considered.

Qualifications:

• Must be at least 18 years of age
• Ability to pass drug screens
• Ability to pass background check upon hire and annually
• Reliable transportation
• Specific Knowledge, Skills and Abilities:
• Excellent interpersonal communication skills and relationship building skills to effectively work with a variety of people and personalities; able to communicate clearly and effectively to all levels of the organization in person and in writing
• Problem solving / analysis
• Troubleshooting
• Customer/client focus
• Technical capacity
• Demonstrated passion for information technology, troubleshooting, continuous learning, and developing technical skills.
• Strong attention to detail and understanding of the importance of accurate IT documentation and asset management.
• Strong organizational skills with the ability to keep tickets, inventory records, project notes, and network documentation current.
• Ability to take ownership of assigned work and follow tasks through complete resolution.
• Strong professional communication and customer-service skills when assisting end users and collaborating with other departments.
• Willingness to learn unfamiliar systems, research technical problems, and continuously expand technical knowledge.
• Follow-through and timely completion of tasks

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee is regularly required to sit; stoop, bend, kneel, reach, crouch, crawl, use force, carry, & push/pull.
• Ability to stand & walk continuously during prolonged periods of technical installation and/or repair.
• Ability for perform prolonged, seated desk work during computer tasks.
• Ability to hear and speak.
• The employee must occasionally lift and/or move up to 50 pounds, such as during equipment installation.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Regular and prompt attendance on site is required. May be required to work evenings/weekends/overtime.
• Must be comfortable working at heights and able to safely use ladders and approved man lifts when installing, hanging, maintaining, or servicing network switches, wireless access points, cabling, cameras, and related equipment.

Work Environment and Conditions:

Work is performed primarily in an office environment with regular exposure to an active food manufacturing facility operating multiple shifts. The employee may be required to work in production areas where GMP requirements, food safety standards, PPE requirements, noise, moving machinery, and allergen controls apply. This facility processes peanuts.

The above statements reflect the general details necessary to describe the principle functions of the job described and shall not be construed as a detailed description of all of the work requirements that may be inherent in the position. All job descriptions are subject to change at any time at Company discretion. This job description does not constitute an employment contract between the employer and the employee. If an employee's ability to perform an essential function of the job is affected by disability, the employee has the right to request a reasonable accommodation.