IT Analyst

About The Company Heartisan Foods is a distinguished division within the Gellert Global Group, a leading North American food importing conglomerate with over a century of industry experience. The Gellert Global Group encompasses renowned companies such as Atalanta Corporation, Camerican International, Finica, and Tipico Cheese Products, collectively generating revenues exceeding $1.7 billion. Heartisan Foods specializes in sourcing, importing, and distributing high-quality food products to meet the diverse needs of retailers, distributors, food service chains, hotels, cruise lines, and food manufacturers across North America. The company prides itself on its extensive supply chain expertise, commitment to food safety, technological innovation, and exceptional customer service, establishing itself as a trusted partner in the food industry.

About The Role The IT Support Specialist at Heartisan Foods plays a pivotal role in ensuring seamless business operations through effective application and technical support. This dual-focused position involves 50% of responsibilities dedicated to ERP and application support, and the remaining 50% providing helpdesk technical assistance. The successful candidate will collaborate closely with internal teams, external vendors, and global stakeholders to support ERP systems such as NetSuite, Sage, or M3, while also delivering prompt troubleshooting and resolution of hardware and software issues across various locations. The role demands a proactive approach to problem-solving, excellent communication skills, and a customer-centric mindset to facilitate operational efficiency and continuous process improvement.

Qualifications The ideal candidate will possess a bachelor’s degree in Information Technology, Business, or a related field, or equivalent practical experience. Hands-on experience with computers, printers, networks, IT security, Windows operating systems, and Microsoft 365 is essential. Familiarity with business systems and processes, especially manufacturing ERP functionalities such as production, Bill of Materials (BoM), routing, inventory, costing, and planning, is highly desirable. Candidates should demonstrate the ability to prioritize tasks effectively in a fast-paced environment, learn quickly, and develop creative solutions under pressure. Strong verbal and written communication skills, a customer-focused attitude, and professionalism in stressful situations are critical. Physical ability to lift and move equipment and to perform computer-related responsibilities is required.

Responsibilities Application Support:

• Collaborate with internal teams, external partners, and local resources to support ERP systems and related applications, ensuring smooth integration and operation.
• Participate actively in ERP implementations and change requests, ensuring timely and accurate execution while minimizing disruptions.
• Partner with business users to understand end-to-end processes, identify pain points, and recommend process improvements to enhance efficiency.
• Leverage knowledge of business workflows and ERP core functionality to troubleshoot issues effectively and resolve them promptly.
• Create and maintain comprehensive documentation, including knowledge base articles, technical guides, and process workflows.
• Support change management initiatives through planning, communication, and training efforts to facilitate user adoption.
• Work flexible hours, including weekends, as needed to meet business demands and project deadlines.

Helpdesk Technical Support

• Serve as the first point of contact for technical support requests via in-person visits, phone, email, Microsoft Teams, or the Service Desk platform.
• Diagnose and resolve hardware and software issues across diverse systems and devices, ensuring minimal downtime.
• Research and troubleshoot issues utilizing available resources, documentation, and technical tools.
• Communicate effectively with users, explaining issues and guiding them through resolution steps professionally and patiently.
• Follow established helpdesk procedures and protocols to ensure consistent and high-quality service delivery.
• Log all support interactions accurately within the service management system, maintaining thorough records.
• Install, configure, and maintain computers, printers, and peripheral devices as needed.
• Escalate complex or unresolved issues to appropriate support teams, ensuring timely resolution.
• Identify recurring issues and escalate systemic problems for long-term resolution.
• Track support tickets, provide timely updates, and document resolutions comprehensively.

Benefits Heartisan Foods values its employees’ well-being and offers a comprehensive benefits package designed to support health, financial security, personal growth, and work-life balance. Employees are eligible for medical, dental, and vision insurance, along with company-paid life, accident, and long-term disability coverage. The company provides flexible spending accounts to assist with healthcare expenses.

Financial benefits include competitive salaries, annual bonus opportunities, a matching 401(k) plan with immediate vesting, and a generous employee referral program. The organization encourages professional development through online courses, virtual and in-person training, and education assistance programs.

Heartisan Foods promotes a healthy work-life balance with paid time off, parental leave, and flexible work schedules where applicable. The company fosters a positive team environment through employee engagement initiatives, recognition programs, wellness activities, philanthropic efforts, diversity, equity, and inclusion initiatives, and company-sponsored events.

Equal Opportunity

Heartisan Foods and the Gellert Global Group are committed to fostering an inclusive environment and are proud to be an equal opportunity employer. We consider all qualified applicants regardless of sex, race, color, religion, ethnicity, national origin, gender, sexual orientation, gender identity or expression, age, pregnancy, leave status, disability, veteran status, genetic information, or any other characteristic protected by law. We strive to provide reasonable accommodations to enable individuals with disabilities to participate fully in the employment process. If you require accommodation during the application or interview