Strategic IT Support Specialist

HAVI is a global, privately owned company focused on innovating, optimizing and managing the supply chains of leading brands. Offering services in marketing analytics, packaging, supply chain management and logistics, HAVI partners with companies to address challenges big and small across the supply chain, from commodity to customer. Founded in 1974, HAVI employs more than 10,000 people and serves customers in more than 100 countries. HAVI’s supply chain services are complemented by the customer engagement services offered by our affiliated company The Marketing Store.  For more information, please visit HAVI.com.

The Strategic IT Support Specialist plays a pivotal role in delivering world-class, on-site technical assistance to end-users globally, including senior leaders and stakeholders. This role embodies the "Smart Hands" concept, addressing technical issues that require physical presence or cannot be resolved remotely. It bridges the gap between end-user productivity and IT systems reliability, ensuring seamless operational continuity. This role is critical to enhancing end-user satisfaction, improving IT system reliability, and supporting the seamless execution of strategic organizational goals. By ensuring senior leaders and end-users receive exemplary support, the Strategic IT Support Specialist enables HAVI to maintain a competitive edge through uninterrupted operations and optimized technology use.

This is a hybrid role based at 345 N Morgan St, Chicago, IL 60607. Candidates must reside in the Chicago metropolitan area. Relocation assistance is not offered at this time

Responsibilities:

• Technical Expertise: Collaborate with the Global IT support team, including Help Desk, Infrastructure, Network, and Security teams, to efficiently diagnose, troubleshoot, and resolve complex technical issues. Leverage both independent problem-solving skills and expert guidance to minimize downtime.
• Hardware and Network Support: Manage critical hands-on tasks such as hardware installations, maintenance, replacements, and troubleshooting network connectivity to ensure optimal system performance.
• Strategic Project Involvement: Act as a key representative for IT initiatives and global projects, aligning local execution with organizational strategy and objectives. Provide technical support for project rollouts, system upgrades, and technology migrations.
• Strategic Leaders Persona Support: Deliver tailored technical assistance to senior leaders and VIP users, ensuring high-touch support and rapid resolution of critical issues that could impact business operations or decision-making processes.
• Incident and Ticket Management: Follow standard ticketing protocols to document, prioritize, and resolve issues. Collaborate closely with centralized support teams to ensure alignment and effective handovers.
• Knowledge Sharing and Process Improvement: Maintain meticulous records of issue resolution and technical procedures, contributing to a shared knowledge base and promoting continuous process enhancement. Provide training or guidance to end-users to foster self-reliance and technological competence.
  
  

Qualifications:

• Bachelor’s degree level or equivalent work experience in IT Operations
• Experience working on Service Management, ITIL certification is preferred but optional
• Proficient in English.
• Team Player with good communication skills
• Ability to work independently with minimum supervision

Relevant Experience:

• Minimum of 5+ years of experience in IT fields such as IT Operations, Helpdesk or Networks
• Familiarity with IT Services, Security, administration and change management
• Knowledge of Office 365, Windows OS and Windows Servers and Networking
• Experience supporting software, hardware or network issues
• Good communication skills
• Team player at international level and in virtual teams
• Analytical and problem-solving capabilities