Support Analyst, Cox Farms

About Cox Farms

Cox Farms, which operates in North America is part of the Cox Enterprises family of businesses and a pioneering leader in the Controlled Environment Agriculture (CEA) industry. Backed by Cox Enterprises' long-standing commitment to building stronger businesses and a better world, Cox Farms is dedicated to revolutionizing food production through sustainable and innovative technology. Our cutting-edge facilities leverage advanced agronomic, production, and greenhouse systems to deliver fresh, high-quality produce to consumers year-round-minimizing environmental impact while maximizing resource efficiency.

As we continue to expand and innovate, we are seeking an experienced Support Analyst to deliver reliable, friendly IT support that keeps our team productive across all Cox Farms facilities.

Position Overview

Cox Farms is building a unified IT support team to serve employees across our facilities. The Support Analyst provides first and second-line IT support, resolving hardware, software, and connectivity issues for a distributed workforce that includes both office and operational/greenhouse staff.

This is a customer-facing role that requires both technical competence and a genuine service mindset. You will be one of the primary faces of IT for our employees and will play an important role in building trust in the IT function as we continue to grow.

Key Responsibilities

• Serve as first point of contact for IT support requests via phone, email, ticketing system, and walk-up
• Diagnose and resolve hardware, software, and connectivity issues for Windows endpoints and Microsoft 365 applications
• Manage tickets through the full lifecycle in the ITSM platform, including documentation, updates, and closure
• Support device provisioning and setup for new hires and replacements per standard build processes
• Assist with user onboarding and offboarding including account provisioning and device setup
• Escalate complex issues to the appropriate infrastructure or security team with clear documentation
• Contribute to the knowledge base by documenting solutions to recurring issues
• Support audio/visual and conferencing equipment for meetings and conference rooms
• Assist with physical IT tasks including equipment moves, cable management, and basic network patching

Required Qualifications

• 1+ years of experience in an IT support, helpdesk, or technical support role
• Working knowledge of Windows 10/11 and Microsoft 365 applications (Outlook, Teams, SharePoint)
• Basic understanding of networking concepts: DNS, DHCP, Wi-Fi connectivity, and VPN
• Experience working within a ticketing system and following support workflows
• Strong communication skills and a patient, service-oriented approach to working with non-technical users
• Ability to prioritize and manage multiple open issues simultaneously

Preferred Qualifications

• Experience supporting users in a manufacturing, warehouse, or operational environment
• Familiarity with Microsoft Intune or similar MDM platforms for device support
• CompTIA A+ or equivalent entry-level IT certification
• Experience supporting both on-site and remote users

Culture & Values at Cox Farms

At Cox Farms, we live out our Rooted Together culture:

Our Purpose, Vision & Mission

• Purpose: Nourish the Planet
• Vision: To be the most trusted partner in food
• Mission: Delivering the world a reliable supply of healthy and sustainable food powered by our people
• Anthem: The Future of Food Grows Here

Our Core Values

At Cox Farms, our culture is Rooted Together. We live our values every day:

• Growth & Innovation - Always learning, improving, and finding better ways
• Responsibility (Ownership & Accountability) - Own results, act like owners
• Open & Honest (Transparency, Trust, Speaking Up) - We build trust through clarity, candor, and courage
• We Before Me (Collaboration, Care, Service) - Support our people, our partners, our communities, and the consumers we serve
• Safety - Safety in everything we do

Employment Notice

This role will support all Cox Farms businesses. The employer for this role is BrightFarms Inc. and is an Equal Employment Opportunity employer. All qualified applicants/employees will receive consideration for employment without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other characteristic protected by law.

For roles based in the United States: Applicants must be authorized to work in the US without the need for employer sponsorship. For roles based in Canada: applicants must be legally eligible to work in Canada.