Brown-Forman IT Technology Support and Lifecycle Specialist in Louisville, Kentucky

Scope:

Responsible for technical support and IT Asset Management of approximately 3,500 computer users worldwide (including all levels of management) throughout Brown-Forman.

Procurement/Asset Management (70%):

  • Performs the setup and configuration of computer equipment including the installation of Brown-Forman standard corporate image and performing initial testing of equipment.

  • Performs computer swaps which includes installation of B-F image, migration of user settings, user data and software, and installing custom B-F applications all according to Brown-Forman standards for PC and Mac.

  • Manages the complete lifecycle process for computer procurement, deployment, and end-of-life disposition. Works closely with distribution and imaging partner to ensure orders are correct and inventory levels are in line with lease schedules and hiring trends.

  • Tests new software and hardware processes for improving the procurement and imaging process in collaboration with the Innovations team and Lead IT Technology Specialist and Associate Software Deployment Specialist.

  • Facilitates the reporting and cost management processes of B-F mobility data plans, including follow up with users, keeping management cognizant of current data overage scenarios, etc.

  • Work with mobility partners to eliminate lines of service that are no longer used to align with department cost-saving initiatives.

  • Works at the IT Hotspot assisting customers with their technology questions, requests, and issues.

  • Manage campus moves with technical staffing vendor and B-F Facilities department.

  • Configuration and maintenance of proprietary PC swap software and quality assurance testing with SCCM administrators.

  • Identify process improvement opportunities, document and update processes as they are modernized.

Support (30%):

  • Resolving 2nd level technical support issues, working within standard operating procedures and policies utilizing the B-F IT ticketing system.

  • Returns calls from users promptly and responds to user inquiries with the appropriate levels of urgency based on documented SLAs. Follows up on all questions, problems, or suggestions from users regarding the leasing and swap process.

  • Contributes regularly to the Service Desk knowledge base using designated tools.

  • Documents problems and corrective procedures. Recommends enhancements to lease and end of life process, and policies based on experience.

  • Interacts with other technology groups to identify and correct problems.

  • Uses team and project meetings to keep the team fully aware of the progress of assigned projects and to support a team environment of continuous feedback and idea sharing.

Desired Skills and Experience:

  • Bachelor’s degree and/or three to five years of experience in computer setups and imaging

  • SCCM and JAMF Administration experience

  • Computer Imaging experience in Windows 10 and MacOS environments.

  • Excellent verbal and written communications skills to effectively present new ideas/concepts

  • Must be able to lift and carry items over 35 pounds

  • Strong experience in developing relationships and working with all levels in an organization

  • Demonstrated proactive and solution-oriented problem-solving skills

  • Strong customer focus, responsive to needs with minimum supervision

Other Considerations:

  • Certifications: Could include, but are not limited to A+, Network+, MOS, MCP (with a focus on MS Windows), MCSE/MCSA, Cisco, Apple Certified Mac Technician (ACMT).

Travel: 10% travel required.

Salary Grade: 24

Brown-Forman Corporation is committed to equality of opportunity in all aspects of employment. It is the policy of Brown-Forman Corporation to provide full and equal employment opportunities to all employees and potential employees without regard to race, color, religion, national or ethnic origin, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other legally protected status.

Business Area: Global Information Technology

City: Louisville

State: Kentucky

Country: USA

Req ID: JR-00000163