ICT Support Technician

Date: Oct 4, 2021

Location: Evanston, United States

Company: Ornua Co-operative Limited

Job Title:  ICT Support Technician

Location:  Evanston, Illinois



About Ornua

Ornua is a dairy co-operative which sells dairy products on behalf of Irish dairy farmers. We are Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, we have annualized sales of over €2.3 billion and a global team of 2,400 employees. Ornua operates from 10 business units worldwide, including 13 production facilities, and has sales and marketing teams working in-market across all four corners of the globe. Ornua cares about building sustainable livelihoods for all our people, who in turn care about driving sustainable profits for our co-op members and the Irish dairy farming families we proudly represent. 


Ornua Foods North America is responsible for the Sales and Marketing of a range of Kerrygold butter and cheese products in the United States, Canada and Latin American markets. We are the number two butter brand in the US and number one in the specialty cheese market.  Ornua Foods North America’s head office is based in Evanston, Illinois.


Job Summary:

The ICT Support Technician will provide ongoing support to end users in Ornua Foods North America and CoreFX based in our head office in Evanston, Illinois, as well as our remote employees across the country. This role physically sits at the Evanston, IL location.


Key Areas of Responsibility:

  • Provide end user support across several endpoint devices i.e., Laptops, tablets, phones, etc.
  • Provide remote support to end users working offsite via TEAMS and SCCM.
  • Provide conference room support for office meeting rooms.
  • Setting up new equipment and upgrading existing systems in line with corporate ICT standards.
  • Diagnose and resolve software issues including operating systems, MS Office, M365, SCCM OS, etc.
  • Diagnose and resolve Hardware issues on laptops, Polycom conference units, desktops, monitors, headsets, etc.
  • Escalate tickets to infrastructure and applications teams when additional support is required.
  • Work with vendors/suppliers to maintain office connectivity and replacement of faulty Hardware.
  • Enforce ICT security policy and ensure all measures are in place for the local site i.e., MFA, Azure information protection, password policy, etc.
  • Maintain an asset registry of local equipment with a view to migrating to the service management tool i.e. SysAid.
  • Manage incidents, problems and requests raised by end users, logging all activity in the service management system i.e., SysAid.
  • Setting up new-user accounts/profiles and dealing with password issues.
  • Complete new joiners and leavers for the local site using the documented processes.
  • Train users on new systems/applications where required and security awareness policies.
  • Support the roll-out of new applications.
  • Provide local hands-on (smart hands) support for local infrastructure across the office floors i.e., Switches, Firewalls, Servers, Access points, Wi-Fi, etc. Note: Support will be provided by the infrastructure team if smart hands support is required for the site.
  • Provide smarts hands/localized support for the communication room.
  • Provide smarts hands/localized support for connectivity via the ISPs.


Key Requirements:

  • Minimum of 3 years’ experience of working in an IT support / customer facing role. 
  • Educated to a degree level preferable or proven / relevant IT experience required.
  • Experience of supporting end users across a range of applications and Microsoft products.
  • Experience of deskside support for end users.
  • Experience of supporting and resolving endpoint Hardware issues with laptops, desktops, phones, etc.
  • Experience of working with infrastructure equipment i.e. Server, Switches, Wi-Fi access points.
  • Knowledge of ITIL or other service management governance frameworks.


Benefits & Perks of Working for Ornua:

  • 160 hours (20 days) of PTO starting
  • Heavily subsidized benefits effective from day 1
  • Dynamic/flexible working options
  • Annual fitness reimbursement
  • Family friendly paid leave policies


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