Desktop Network Support Specialist

We have an outstanding opportunity for a Desktop/Network Support Specialist to join our team and be based in our Allentown, PA facility. This position provides support to all of our facilities in PA, WA, SD, CO, IN, MN and MI.

The Desktop Support Specialist is the front line of IT service delivery for Global Harvest Foods and parent company Mills Bros. International. The role supports a hybrid workforce and provides remote and on-site assistance to all our other production facilities.

The primary tasks will include but are not limited to:

Endpoint and User Support

• Provision and manage Windows 11 and macOS devicesthrough Microsoft Intune, Windows Autopilot, and Jamf, for deployment to our remote sites.
• Resolve Tier 1 and Tier 2 incidentsthrough the IT Service Management (ITSM) platform; maintain target metrics for First Contact Resolution, Mean Time to Resolve, and CSAT.
• Support hybrid and remote userswith secure remote-access tooling, virtual meetings, conference room AV, Teams Phone, and shared peripherals.
• Provide hands-on supportto plant locations for kiosks, label printers, scanners, scales, and shop-floor PCs; travel as needed.

Identity, Access, and Endpoint Security

• Administer end-user identity in Microsoft Entra ID, including account lifecycle, group membership, conditional access troubleshooting, and license assignment.
• Enroll and support phishing-resistant MFA (DUO VPN, Microsoft Authenticator,) and assist with companywide password updates and changes.
• Respond to endpoint security alertsfrom Microsoft Defender and Sentinel One for Endpoint; perform first-touch containment in line with established runbooks.
• Maintain endpoint hygiene:patching, BitLocker / FileVault encryption, EDR health, and removal of unsanctioned software.

Productivity, Collaboration, and Business Applications

• Support the Microsoft 365 stack(Outlook, Teams, OneDrive, SharePoint Online, Microsoft Copilot) and coach users on adoption and best practices.
• Provide functional support for E21 Web ERP(cloud migration in progress), including user onboarding, navigation, and minor configuration questions.
• Troubleshoot and maintain reportsin Crystal Reports, DevExpress dashboards, and Power BI; perform minor edits and route complex changes to the BI / Reporting and Coding team.

Asset and Lifecycle Management

• Maintain accurate asset recordsin the IT asset management (ITAM) system for laptops, desktops, mobile devices, peripherals, and software entitlements.
• Manage onboarding and offboardingincluding identity provisioning, MFA enrollment, license assignment, equipment shipment, and secure return / decommission.
• Author and maintain knowledge-base articlesand end-user how-tos, using AI assistants to accelerate first drafts while reviewing for accuracy.

Travel

This position is based at our Allentown, PA facility with travel up to 10% of the time, to support our outlying production facilities that span multiple time zones. Travel requirements could occur at any time as technical issues cannot be predicted.

• Self-motivated.
• Two or more years of help desk, desktop support, or endpoint engineering experience in a hybrid Windows/macOS environment.
• Associate degree, technical school certificate or equivalent practical experience required; bachelor's degree preferred.
• Manufacturing, food production or distribution environment experience strongly preferred.
• Preferred certifications: CompTIA A+, CompTIA Network+ or Security+, Microsoft 365 certified; Modern desktop administrator associate, ITIL 4 foundation.
• Endpoint platforms: Windows 11, macOS (Sonoma or later), iOS and Android via MDM.
• Endpoint management: Microsoft Intune, Windows Autopilot, Jamf Pro.
• Productivity and collaboration: Microsoft 365, Teams, SharePoint Online, OneDrive, Microsoft Copilot.
• Identity and access: Microsoft Entra ID, Conditional Access, MFA, SSO, FIDO2/passwordless.
• Security awareness: Microsoft Defender for Endpoint, basic SOC alert triage, phishing reporting workflows.
• Service management: Modern ITSM platforms (Freshservice, ServiceNow, or Jira Service Management).
• Reporting and BI: Crystal Reports, DevExpress dashboards, Power BI; basic SQL queries for troubleshooting.
• Excellent communication skills, both written and verbal.
• Experience in conducting one-on-one training, as well as training small groups regarding computer hardware and software.
• Strong documentation skills.
• Team oriented.

2.92.9 out of 5 stars Allentown, PA 18101 Hybrid work $80,000 - $90,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance, Global Harvest Foods offers competitive wages and an excellent benefits package.

Equal Opportunity Employer

Pay: $80,000.00 - $90,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Global Harvest Foods is a national manufacturer in the bird feeding industry with a rich 40-year history of delighting many "A" list retailers with our branded and private label product lines. Our manufacturing & distribution facilities are located throughout the United States. We are a progressive and growth-oriented company who cares about our family of employees, and we pride ourselves on doing the right things for our business and our people.