IT Support Analyst III Job at Dole Packaged Foods in Westlake Village

Overview

IT Support Analyst III at Dole Packaged Foods. Based in Westlake Village, CA, this on-site role requires five days per week in the office and participation in the after-hours on-call rotation. Work schedules may be adjusted to meet evolving business and support requirements.

Responsibilities

• Analyze data trends and identify problem areas, and devise and deliver solutions to enhance the quality of service and security to help prevent future problems or incidents.
• Conduct research on emerging products, services, protocols, and standards in support of technology-related efforts, and provide regular updates to management.
• Provide Level 3 (L3) technology support to the business and end users.
• Monitor and/or respond to IT issues such as phishing emails, EDR quarantines and other related operational cybersecurity issues.
• Coordinate and/or perform hands-on fixes at the desktop and server level, including installing and upgrading software, hardware, backups, malware/virus remediation, and configuring systems and applications.
• Monitor and test fixes to ensure problems are adequately resolved.
• Access software updates, drivers, knowledge bases, and FAQs to aid in problem resolution.
• Track and analyze trends in IT Security operational data (e.g., O365, Cisco AMP).
• Provide after-hours support for regular issues and escalations.
• Assist with development and dissemination of Quick Reference Guides (QRGs), user guides, work instructions, and FAQ lists for end users and colleagues.
• Support users and systems in multiple time zones including all U.S. time zones and Rotterdam.
• Other duties as assigned.

Qualifications

Experience, knowledge, and skills you bring:

• 3–5+ years of progressive experience in IT support, with a strong foundation in troubleshooting and problem resolution.
• Working knowledge of IT Security fundamentals and operational tools (e.g., O365, Cisco AMP, EDR).
• Familiarity with corporate applications (e.g., SAP, I2, TPM) and identity management tools (e.g., Active Directory, SailPoint, OKTA).
• Understanding of the ITIL framework and experience with its implementation.
• Experience supporting global teams across multiple time zones.
• Proficiency in system imaging (attended/unattended) and basic SharePoint site design.
• Strong analytical, problem-solving, and data interpretation skills.
• Ability to prioritize, multitask, and manage multiple workstreams effectively.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Technical writing skills for creating SOPs, work instructions, and user guides.
• Research and solution development for a wide range of IT issues.
• Attention to detail and commitment to quality service delivery.
• Proficiency in Microsoft Office Suite: Excel (including pivot tables and charts), Word, PowerPoint, Visio, Project, and SharePoint.
• Experience with ServiceNow; VBA is a plus.
• Knowledge of cybersecurity monitoring and response tools.
• Ability to track and analyze IT operational and security data.

What You’ll Need To Succeed

• Passionate about a purpose-driven career.
• Positive attitude and good customer service skills.
• Collaborative mindset and the ability to work respectfully in diverse and inclusive teams.
• Proactively seeks feedback and continuously improves work quality.
• Adheres to ethical standards and maintains transparency.
• Contributes to achieving collective team goals.

Education & Certification

• Bachelor’s degree in Information Systems, Computer Science, or related field preferred.
• If no degree, 5+ years of relevant experience.
• Certifications: A+, Network+, Security+ or other related certifications preferred.

Physical Requirements

• Ability to sit and use the computer for extended periods; ability to lift up to 50 pounds; ability to reach overhead; ability to stand for prolonged periods.
• Ability to sit/stand, climb, balance, stoop, kneel, crouch, crawl, and use hands to manipulate tools and equipment; repetitive hand movements.

Travel Requirements

• Occasional travel may be required.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Hiring Pay Scale: $65,000 to $80,000. Pay scales are subject to review and may be updated.