About the Company:

R.M. Palmer Company, LLC designs, produces, packages, and ships seasonal chocolate novelties. Its products include filled chocolates, solid chocolates, chocolate bars and balls, chocolate cups and coins, chocolate patties, and seasonal products. In addition to their own branded products, the Company co-manufactures both seasonal and everyday products for other large branded companies. Today, the Company operates out of two manufacturing facilities and one distribution facility with ~600 full-time employees. R.M. Palmer Company, LLC has some of the most differentiated manufacturing capabilities in the industry as one of the only companies in the U.S. able to make hollow molded chocolate candy products and multicolor chocolate candy novelties.

The IT Systems & Support Analyst will play a dual role within the IT department, providing advanced technical support to end users while also engaging in the analysis, design, and implementation of IT systems. This position requires a strong understanding of desktop and laptop hardware, software applications, operating systems, Active Directory, Azure, and basic networking. The ideal candidate will be a proactive problem solver with a keen interest in improving and optimizing IT systems to meet the evolving needs of the organization. This role is ideal for someone who is passionate about both technical support and system analysis, with a desire to grow and contribute to the success of our organization.

Responsibilities:

• Provide advanced troubleshooting and resolution of desktop/laptop hardware and software issues for end users.
• Manage and administer Active Directory and Azure environments, including user account management, group policies, and access controls.
• Support and troubleshoot Microsoft Office applications (e.g., Outlook, Word, Excel, PowerPoint) and other standard desktop applications.
• Diagnose and resolve basic networking issues, including connectivity problems, IP addressing, and VPN access.
• Collaborate with other IT team members to escalate and resolve complex technical issues.
• Participate in the deployment and management of desktop/laptop systems, including imaging, configuration, and software installation.
• Conduct systems analysis to identify areas for improvement, optimization, and automation within the IT infrastructure.
• Assist in the design and implementation of new IT systems and solutions to support the organization’s growth.
• Document and maintain accurate records of incidents, requests, and resolutions using the company’s ticketing system.
• Assist in IT projects and initiatives, including system upgrades, migrations, and new technology implementations.
• Provide training and support to end users to improve their technical skills and understanding.
• Develop and maintain IT documentation and knowledge base articles.

Requirements:

• 3+ years of experience in desktop support, systems analysis, or a related IT role.
• Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office applications.
• Experience with Active Directory and Azure administration.
• Basic understanding of networking principles, including TCP/IP, DNS, DHCP, and VPNs.
• Proven ability to analyze, design, and implement IT systems and solutions.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Strong communication skills, both written and verbal, with the ability to interact effectively with end users and stakeholders at all levels.
• Ability to work independently and as part of a team, with a strong commitment to customer service.
• Willingness to learn and adapt to new technologies and processes.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are a plus.

The R.M. Palmer Company provides safety education and training to all our employees in GMP Regulations, Food Safety Guidelines, Food Quality Programs, Employee Safety, and SQF (Safe Quality Food) Requirements on an annual basis. In return, the company expects and insists that all employees recognize their individual obligation to conduct themselves with due regard not only for their own safety but for the safety of their fellow employees and to incorporate the food training to the products that are being produced for public consumption. Additional training may be required depending on the job assignment. More detailed information will be given about the essential functions of this job description.