Specialist IT Support | Bilingual: ENG-SPA | Salary up to $68k (BOE)

SUMMARY

Provide Tier 2 technical support by diagnosing and resolving hardware, software, network, and system issues while supporting reliable IT operations through incident management, asset lifecycle support, and collaboration with internal technology teams.

SALARY RANGE: $61,000 to $68,000 (BOE)

PRINCIPAL RESPONSIBILITIES

• Provide second-level (Tier 2) technical support to the Tier 1 Service Desk and manage incidents through resolution, including hardware, software, mobile devices, and other IT-related issues.
• Document, track, and update incident records to completion using the designated ticketing system.
• Maintain accurate and up-to-date computer hardware and IT asset inventory.
• Plan and coordinate end-of-life and end-of-lease hardware replacements using the in-house inventory management system.
• Conduct IT asset audits using handheld inventory devices; tag and reconcile all discovered hardware.
• Manage and maintain the inventory system to ensure data accuracy and compliance.
• Troubleshoot and support printers (e.g., HP, Sharp, Zebra).
• Diagnose and resolve network and VoIP-related issues in coordination with the Telecommunications team.
• Actively contribute to continuous process improvement initiatives within MIS operations.
• Support business systems by assisting users with system functionality, software usage, and technical troubleshooting; provide end-user training for new applications as needed.
• Perform routine system installations, updates, upgrades, and related maintenance activities.
• Provide companywide IT support when required.
• Participate in, lead, or support MIS-related projects, including system deployment, integration, and technical solutions.

EDUCATION & EXPERIENCE

• BA/BS in Computer field or equivalent certifications.
• Over 4 years of experience in IT Support.

KNOWLEDGE, SKILLS, ABILITIES

• Strong knowledge of computer equipment, including but not limited to desktops, laptops, and printers
• Proficiency with Windows desktop operating systems (Windows 10 and 11); Windows Server experience is a plus
• Ability to support and troubleshoot Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint Online, from an end-user perspective
• Experience providing end-user support for SharePoint Online, including access issues, document libraries, file synchronization, permissions awareness, and usage guidance without administrative privileges
• Working knowledge of Microsoft Entra ID (Azure Active Directory) concepts, including user account support, group membership awareness, authentication troubleshooting, and escalation when administrative action is required
• Familiarity with Microsoft Intune / Endpoint Manager for assisting with device enrollment issues, policy impact troubleshooting, and user-side compliance support (no administrative authority)
• Basic knowledge of Microsoft Azure cloud-based services and their integration with Microsoft 365
• Familiarity with networking concepts, including switches, wireless access points, servers, and cabling
• Basic knowledge of Cisco-based and Microsoft Teams VoIP telephony systems
• Experience supporting mobile devices, including iOS and Android phones and tablets, in managed enterprise environments
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Excellent verbal and written communication skills with a strong customer-service orientation
• Bilingual (English/Spanish) preferred

WORKING CONDITIONS

• Standard help desk hours: 8:30 a.m. – 5:30 p.m.
• Participation in after-hours on-call support as required.
• Primarily office-based with travel to company facilities (approximately 20% travel).
• Must be available for short-notice travel to support remote offices and facilities.

Our Full Benefits Package includes Medical, Dental, and Vision insurance, Life insurance and AD&D Insurance, Short-Term and Long-Term Disability Insurance, and Flexible Spending Accounts. Additionally, we offer a 401(k) plan with matching, Paid, shoe allowances, Vacation Pay and 7 Paid Holidays. Employees also benefit from an employee discount program on products.

Gruma Corporation and its affiliates, including but not limited to Azteca Milling, L.P., are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely for the purposes of determining suitability for employment, verifying your identity, and maintaining employment statistics on applicants. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act as well as state and local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity with-out imposing undue hardship on Gruma. Please inform the company's personnel representative if you need assistance completing any forms or to otherwise participate in the application process.