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Job Description:

Starting wage is based on experience and shift.  In addition to a base wage, every associate is eligible for quarterly profit sharing!! Various shifts are available and off shifts include additional shift differential pay.

IT Help Desk Technician

• Will have a direct interface with staff, management and team.

ESSENTIAL FUNCTIONS:

• Answer Help Desk telephone, e-mail, and self-service requests Perform effective first-level troubleshooting of hardware, standard software, local applications and efficient response to inquiries. Call ticket entry, monitoring, follow up, resolution, and closure utilizing the Help Desk software.

• Communicating with IT team, management, and end users to ensure satisfactory resolution of issues and provide a timely status of any and all issues.

• Prioritizes IT Requests based on Impact and Urgency.

• Resolution of Level I IT Requests.

• High level of Customer Service Satisfaction is mandatory on IT requests.

• Contribute to building a knowledge base of problem resolutions, work flows, and procedures, related to operating a customer focused Help Desk

• Provide guidance on process improvements with IT support in Newport, Prescott, Earth City and Level I/II Desktop Support.

• Assures all activities comply with established company policies. Performs all job duties and responsibilities in a compliant and ethical manner.

• Participate in new application roll-out testing and special projects as needed

• Testing and documentation of all new operating systems, software, and hardware prior to rollout.

• Acts as a resource on department and site projects and meets deadlines.

• Communicate network security to executive team, staff, partners, and customers. Follow company standards of group and folder access for all users and service accounts; ensure security requests have proper approval document changes

• Promote the security relationships between internal resources and external entities, vendors, and partner organizations

• Work closely with IT Department on corporate technology to fully secure information, computer, network, and processing systems

• Maintain, and assist in the enforcement of policies, procedures, and associated plans for system security administration and user system access, based on company policies.

• Follow all safety and environmental requirements in the performance of duties.

• Other accountabilities as assigned.

PHYSICAL REQUIREMENTS:

• Ability to lift up to 50 pounds.

• Ability to work in confined spaces and near operating equipment.

• Up to 10% travel

• Ability to work in moderate to loud noise environments.

• Ability to work hours necessary to support production and maintenance activities.

Responsibilities

Qualifications

• Experience in a Help Desk Analyst role or a similar customer support role involving information technology

• Strong interpersonal and phone skills/communication skills

• Excellent oral and written communications skills; ability to communicate with a variety of people including management

• Knowledge of information security standards

• Able to manage projects and follow a standardized project methodology

• Knowledge of standard networking concepts

• Able to use detailed knowledge of Microsoft systems to effectively troubleshoot user access level issues

• Able to work in an enterprise environment and function as a technical contributor among a team of peers and subject matter experts

• Able to communicate and work with customers without supervision and minimal guidance

• Able to express technical information in a non-technical manner

• Excellent analytical and problem-solving skills

• Hardware and Desktop Support for PCs with a Windows operating systems or Apple product with OSX environment and higher along with MS Office programs.

• Oracle client issues and deployment of packaged software/fixes

• Experience providing user support and set up for PC and Laptop Support, Mobile Phones, etc.

• Demonstrate solid understanding of an IT Ticketing System

• Good organizational skills