IT Administrator

The Sofidel Group

Sofidel, headquartered in Porcari (Lucca), is a global leader in tissue paper production. With operations in 12 European countries and 12 U.S. States, we employ over 9,500 people dedicated to innovation, sustainability, and inclusivity. Our products—such as toilet paper, paper towels, and napkins—are distributed in more than 50 countries.
We own well-known brands including Regina, Nicky, Sopalin, Le Trèfle, Hakle, Softis, Nalys, Cosynel, and KittenSoft, and also produce for private-label retailers. Through the Papernet brand, we serve the Away-from-Home sector, providing quality solutions for businesses and public spaces.
Wherever you are, Sofidel is there, bringing comfort, quality, and sustainability to everyday life!

IT Support Specialist

Sofidel America is seeking an IT Support Specialist to join our local team. This role provides front-line technical support to our corporate office and manufacturing plants. We are looking for a dependable, service-oriented professional who is interested in long-term growth in a stable organization.

The IT Support Specialist will deliver timely, high-quality technical support while continuously improving the user experience through effective problem resolution and documentation.

Key Responsibilities:

• Provide first-level technical support to end users via a centralized ticketing system, phone, and in person.
• Manage and prioritize support requests using the ticketing system to ensure timely resolution.
• Troubleshoot hardware, software, and basic network issues.
• Install, configure, and maintain desktop systems, printers, and applications.
• Document issues, solutions, and procedures in the knowledge base.
• Escalate complex, structural, or infrastructure-related issues to the National Support Team while providing local context and hands-on assistance as needed.
• Support both office and plant environments as required.
• Participate in on-call or emergency support rotation as scheduled.

Requirements:

• Associate’s or Bachelor’s degree in Information Technology or related field preferred.
• 1–3 years of IT support or helpdesk experience.
• Working knowledge of Windows 10/11 and Microsoft 365.
• Basic understanding of networking concepts and Active Directory.
• Experience using a centralized ticketing system (e.g., ServiceNow or similar).
• Strong customer service and communication skills.
• Proven ability to work independently with minimal daily supervision, demonstrating strong prioritization and time management skills.
• Ability to learn new systems and technologies quickly.
• Relevant certifications (A+, Network+, or similar) are a plus.

What’s in it for you?

• Competitive pay and bonus opportunities
• Comprehensive medical, dental, and vision insurance
• 401(k) with company match and access to financial advisory support
• Professional training and career development
• Paid vacation and a professional, supportive work environment
• Employee referral bonus programs

Equal Opportunity Employer:
Sofidel America is an equal opportunity employer. Sofidel America is committed to the spirit and letter of all federal, state, and local laws and regulations pertaining to equal opportunity.

Recruiter: Please add EXTERNAL additional requirements here

WHAT WE OFFER

• A full-time employment
• The chance to work in an international Group and a concrete opportunity for professional growth
• A dynamic environment based on teamwork
• Sofidel Language Learning Programme through innovative digital platform