IT Support Analyst III

Overview

Purpose: 

Dole Packaged Foods is a purpose led organization that is a champion of accessible fruit nutrition and builds a brighter future for people through the goodness of fruit. 

At Dole, our culture is uniquely driven by core Values. Our commitment to these Values transforms our work into a meaningful journey toward a brighter future together. Here, you'll be part of a respectful, inclusive culture that deeply values our colleagues, customers, and global communities. We strive for excellence, empowering each other to confidently overcome challenges, continuously learn, and achieve world-class results. Guided by unwavering integrity, our actions consistently reflect our commitment to always doing what's right, fostering lasting trust and strong relationships. Through a spirit of collaboration, we cultivate positivity, generosity, and genuine teamwork, enabling collective success toward our One Dole Purpose. Our innovative spirit leads directly to meaningful outcomes and business success. 

The purpose of the IT Support Analyst role is to provide technology support to the business and end users in a timely manner, provide support for Development Operations initiatives, develop, and contribute to documented processes and Standard Operating Procedures (SOP’s) – as well as to help monitor computer network issues, and operate software to protect computer systems infrastructure. 

This position is based in our Westlake Village, CA office and requires on-site presence five days per week. Participation in the after-hours on-call rotation is also required. Work schedules may be adjusted as needed to meet evolving business and support requirements. 

Responsibilities

Primary Accountabilities: 

• Analyze data trends and identify problem areas, and devise and deliver solutions to enhance the quality of service / security to help prevent future problems / 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 user issues. 

• 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, installing hardware, implementing file backups, addressing malware and virus issues, and configuring systems and applications. 

• Monitor and test fixes to ensure problems have been adequately resolved. 

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. 

• Track and analyze trends in IT Security operational data (e.g., O365, Cisco AMP, etc.). 

• Provide after-hours support for regular issues and/or for issue escalations. 

• Assist with the development and dissemination of Quick Reference Guides (QRG’s), 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, & 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 and Visual Basic for Applications (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  

• Passionate about collaborating respectfully in diverse and inclusive team environments 

• Proactively seeks feedback and continuously improves work quality 

• Consistently adheres to ethical standards and maintains transparency 

• Actively contributes to achieving collective team goals 

Education & Certification: 

• Bachelor’s degree in Information Systems, Computer Science, or related field preferred 

• If no degree, must have 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 of time; ability to answer phones and use a variety of office equipment; ability to lift 50 pounds and reach overhead; ability to stand for prolonged periods. 

• Ability to regularly sit, stand, climb, balance, stoop, walk, kneel, crouch, crawl, use hands to manipulate tools and equipment, and repetitively reach with hands and arms. 

Travel Requirements: 

• Occasional travel may be required 

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

Hiring Pay Scale: $65,000 to $80,000 

Dole Packaged Foods is committed to paying our Associates fairly and equitably. The pay rate offered will consider a wide range of factors, including but not limited to experience, education, accomplishments, and location. Pay scales are subject to review on a regular basis and will be updated as appropriate.