Furst-McNess Company · 6 hours ago
IT Support Specialist
Rockford, IL
Full-time
Onsite
Mid Level
$55K/yr - $75K/yr
3+ years expFurst-McNess Company is a trusted leader in animal nutrition, providing innovative feed, mineral, and management solutions to livestock producers across the United States. They are seeking an IT Support Specialist who will be responsible for receiving, triaging, and resolving IT support requests while ensuring high service levels for end users across multiple locations.
AgricultureFarming
Responsibilities
Serve as the primary intake point for IT support requests via the ticketing system, phone, Microsoft Teams, and walk-up support when applicable
Triage incoming tickets and route issues to appropriate internal teams, including SAP and Network Administration
Resolve common hardware, software, access, and end-user issues independently
Provide support to users across all Furst-McNess locations, including limited early-morning monitoring for Eastern Time facilities
Promote and enforce a ticket-first support culture to ensure all work is properly tracked
Monitor ticket queues to identify aging tickets, bottlenecks, or recurring issues
Act as a central coordinator to ensure issues progress to resolution and do not stall
Communicate clearly and professionally with users regarding issue status, expectations, and resolution timelines
Provide first-level support for Microsoft 365, Entra ID, Intune, Teams, SAP, and manufacturing applications such as Repete and WEM
Troubleshoot printer and peripheral issues
Coordinate with third-party vendors as needed
Assist users with general application questions and basic configuration needs
Perform user onboarding and offboarding, including account creation, access provisioning, and deactivation
Reset passwords, manage group memberships, and assign licenses within approved permissions
Follow established escalation procedures for higher-risk access or security-related requests
Support consistent access control and security practices across the organization
Support IT asset management tracking and inventory management
Maintain and update support documentation within Process Street and related knowledge bases
Adhere to established procedures while identifying opportunities to improve efficiency and clarity
Participate in continuous improvement of support workflows, intake processes, and automation efforts
Balance timely issue resolution with thorough documentation and repeatable processes
Provided daily, weekly, monthly ticket metrics
Coordinate escalations with internal IT leadership and application teams
Build and maintain effective working relationships with vendors and service partners
Escalate complex or sensitive issues to IT leadership when appropriate
Qualification
Required
Bachelors degree in Information Technology, Computer Science, or Management Information Systems (MIS)
3–5 years of experience in IT support, service desk, or end-user computing roles
Hands-on experience providing Tier 1 - Tier 5 support in a business environment
Experience supporting Windows-based desktops, laptops, and mobile devices
Strong working knowledge of Windows-based environments and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Experience troubleshooting common hardware, software, connectivity issues, and user access issues
Familiarity with ticketing systems and structured IT support workflows. Logging, tracking, and resolving support requests
Ability to triage issues, prioritize work, and manage multiple requests simultaneously
Strong customer service and communication skills, with the ability to support both technical and non-technical users
Ability to follow documented procedures and escalation paths while maintaining attention to detail
Proven reliability, follow-through, and accountability in a support environment
Preferred
ComTIA A+
CompTIA Network+
Microsoft fundamentals
Programs: M365, SAP, Lotus Notes, Agulus, Medius
Experience supporting ERP systems such as SAP in a business or manufacturing environment
Familiarity with endpoint management tools (e.g., Intune) and identity platforms (e.g., Entra ID / Azure AD)
Experience supporting manufacturing, plant floor, or multi-site environments
Familiarity with documentation and workflow tools such as Process Street or similar platforms
Experience coordinating with third-party vendors and managed service providers
Exposure to Microsoft Teams Phone or modern collaboration platforms
Benefits
Health Coverage : PPO or HDHP medical plans, plus HSA/FSA options and 100% covered preventative care.
Dental, Vision, & RX : Low bi-weekly premiums for employees and dependents.
401(k) with Match
Paid Time off : Vacation, holidays, floating holidays, bereavement leave, jury duty, and FMLA.
Wellness & Protection : EAP, disability coverage, life & AD&D insurance, and wellness incentives.
Company
Furst-McNess Company
Welcome to McNess Nutrition Solutions! For over a century, McNess has been a trusted name in animal nutrition, delivering innovative, science-backed solutions to help producers achieve healthier, more productive herds.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-08-02Acquired
Leadership Team
Mark Poeschl
President & Chief Executive Officer
Company data provided by crunchbase