IT Specialist

We at Yara are part of a global network, collaborating to profitably and responsibly solve some of the world's key challenges - resource scarcity, food insecurity and environmental change.

About the Unit

The IT Site Support position is responsible for trouble-shooting and proactively managing the infrastructure support issues for over 10 locations in the U.S. and Eastern Canada. This role will function as on-site help desk and on-site/remote support for over 300 local and remote users, maintain the Tampa Office Server room, and assist Latin and South America with Yara standards and procedures. The overall responsibilities and accountabilities include:

Proactively manage the infrastructure and support issues for over 10 locations in the U.S. and Eastern Canada.
Travel to remote sites may be necessary on short notice.
Support Yara End Users.
Maintenance and operations of local IT equipment in US locations.
Be the Yara IT Subject Matter Expert (SME) regarding all site IT matters.
Participate and contribute to central and local IT projects as the site IT SME.
Build, maintain and improve IT knowledge among end-users.
Contribute to building and maintaining the IT knowledge database.
Act as Yara IT local representative for central IT Services and deliveries according to Yara IT policies, standards, solutions, and governance.
Execute ITOS and ITBS tasks on site, based on Operational Level Agreements (OLAs) with IT vendors, or approved business needs.
Reports to Lead IT Site Support

The position will be based out of our Tampa, FL office.

Responsibilities

IT On Site Support:

Monitor relevant queue or queues in the IT Service Management tool (Service Now).
Take on assigned tasks from queue and fulfill tasks according to Service Level and Operation Level Agreements.
Ensure good discipline in updates and closure of tasks / tickets in IT Service Management tool.
Liaison for information related to local environment and culture - Onsite contact person and guide for break & fix technicians from assigned 3rd party; Ensure access to relevant data rooms with supported equipment; Provide skilled Yara-specific knowledge on local conditions and operations; Local presence of IT professionals for Incident, Problem, and Request processing (hands and eyes) according to instructions provided in ticket.
Handle defined tasks for the management of local IT assets - Pick up parts from stock to handle immediate needs related to On-site support (e.g., change broken keyboard or replace damaged cable); Perform stock management (track levels, stock in, stock out) according to process; Perform purchase and delivery when required according to process.
IMACD tasks: IMACD includes physical install, move, add, change, and disposal of relevant IT equipment and software for workstations, notebooks, mobile devices, LAN equipment, printers, telephony, servers, and other relevant equipment when remote execution cannot be performed. The following tasks are in the scope (handled according to procedures provided): Installation and verification of new equipment; this may include site preparation, software load, configuration parameters, and user familiarization on products and services; Move of existing equipment to new locations; Adding new accessories; Change of existing configurations due to events such as new users, data transfer, or migration to new operating systems; De-installation, with or without disposal of existing products and systems.
Update Asset Management and/or IT Service Management tool according to process to reflect the action taken (e.g., change status or location).
The ITSS will act as the face-to-face contact for the end user when there is an issue that the Service Desk is unable to resolve over the phone or through email communication.
Troubleshooting hardware, networking, and software related queries for computers with a standard image.
End User training on Yara IT workplace solutions according to training material provided.

IT Business Support:

Local IT support of equipment not covered by central IT: Provide all tasks described in IT On Site Support role description (as mentioned above) for approved local equipment, software, applications and systems not being delivered or supported by Central IT.
Facility support - Collaboration with local Facility Management to ensure facility equipment such as, but not limited to; server rooms HVAC and UPS, A/V systems, access control systems and security video control; telephony and other communication solutions is in good shape.
Contribute to projects - Participate according to instructions in assigned projects.
Knowledge sharing - Document and share knowledge, experiences, local and central work instructions, relevant site information, good practice examples and other relevant material
Support other ITSS and act a ITSS at other sites when required.

Profile

Relevant IT experience (e.g., hands-on IT hardware and software maintenance and installations. Network infrastructure knowledge).
Experience in Helpdesk Support: Responding to helpdesk calls and tickets, resolving issues for users efficiently and effectively.
Experience in User Onboarding and Offboarding: Performing user onboarding and offboarding processes, ensuring all accounts and access are correctly managed.
Experience in Equipment Deployment and Decommissioning: Deploying new IT equipment and decommissioning old equipment including computers, monitors, peripherals, printers, and other IT assets.
Experience in Server and Network Management: Managing server and network environments, including administrating, troubleshooting and installing basic network equipment such as switches and wireless access points.
Understanding of functionality and infrastructure for site solutions.
Good knowledge of IT services and ITIL processes (Incident-, Knowledge-, Access-, Problem- and Request Management).
Experienced in common tools related to IT operations (e.g., monitoring tools, workflows tools, remote execution tools).
Degree in Computer Science, electronics, or another relevant field.
Certification in ITIL and Microsoft and other relevant topics.
Relevant experience will be considered in lieu of formal education.
Self-driven.
Process oriented.
Meticulous, methodical, and organized.
Good communication skills.
Customer oriented.
Service minded.
Team player.
Ability to handle stressful situations.

Additional Information

Must be a U.S. citizen or lawful permanent resident.
Key Interfaces:
- IT Users in Yara
- Site management and other local business stakeholders
- Yara IT Multi-Vendor Coordination team
- External Service providers
- Regional IT Manager and ITSS colleagues worldwide
- Other colleagues within Yara IT

Total Rewards

Yara North America offers our employees a well-rounded Total Rewards package with competitive health care, life insurance, 401(k), and well-being benefits which include tuition reimbursement, paid time off, and paid maternity and parental leave.

Knowledge Grows

Yara North America encourages and supports career growth and development, ensuring that you will come for a job but stay for a career.

Contact details

Melanie Sarkissian - Talent Acquisition Specialist

Email: melanie.sarkissian@yara.com

Apply no later than

April 14, 2025

Knowledge grows through differences
Yara is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We believe that creating a diverse and inclusive work environment is not only the right thing, but also the smart thing to do. To deliver on this, Yara has firmly anchored Diversity, Equity & Inclusion (DE&I) in our business strategy and has more than 400 employees worldwide involved in D&I ambassadors networks.

As part of our recruitment process, where permitted by local law, we may conduct reference and background checks. These checks will only be performed when deemed necessary for the nature of the job. Candidates will be informed by HR before any background checks are initiated.