Help Desk Analyst

American Crystal Sugar Co • Moorhead, MN

8h • $23 - $29 • Onsite

About The Position

American Crystal Sugar Company is seeking a Help Desk Analyst to join the corporate office in Moorhead, MN. The position will provide the first line of technical support for our supported computer hardware and software systems. This position requires excellent troubleshooting and communication skills as they will be working with many remote customers. The Help Desk Analyst will also be required to maintain a Help Desk ticketing system to assign and escalate issues they are unable to repair. The principal accountabilities include, but are not limited to: Lead and promote a positive work culture through Company Values of Safety, Integrity, Quality, Teamwork, and Accountability. Interface with customers via inbound calls or from help desk ticketing system for the purpose of resolving routine problems with products or services. Proactively search tickets assigned and work towards resolution by gathering information from customers in order to identify the root causes of customer problem(s) and provide technical troubleshooting solutions. Utilize available resources and applications to ensure first call resolution, accuracy and efficiency in resolving customers' issues. Properly document the customer interaction through our "ticketing tool" and confirm customers’ understanding of the solution. Provide additional customer training as needed. Prepare complete and accurate work summaries and update documentation as needed. Communicate effectively with individuals and teams within the program to ensure high quality and timely resolution of customer issues. Perform various “routine” tasks requiring high level of system access and permissions for other support groups. Respond to end-user service requests reported to the IT Service Desk and through the service desk/incident management system. Meet all service level agreements set by the department in a timely manner. Escalate issues appropriately to management or other members of the IT Dept. Comply with Corporate and IT policies and procedures. Participate in IT projects when required. Responsible for identifying, logging, researching, and resolving incidents. When requests are beyond their capabilities, the associate is responsible for documenting, tracking, monitoring, and ensuring timely request resolution. Follow up with users to ensure service is delivered at optimal levels. Provide telecom support services. Maintains tape management by controlling the movement of tapes offsite, performs full monthly AS400 systems backups, and monitors tape inventories. Perform updates on the factory storeroom vending machines. Performs multiple audit reports. Assist the Infrastructure team with issues within the local computer room and schedules maintenance of generator. Troubleshoot and maintain stand-alone printers, multi-function printers, and network printers. Updates Security and Evacuation systems as needed. Other duties as assigned.

Requirements

• To be successful in this position requires a working knowledge of desktop and laptop computer hardware, Windows Operating Systems and supported application software.
• This knowledge is typically gained through completion of two years of technical training and three to five years of technical customer support experience in a related position.
• Excellent interpersonal, organizational, and communication skills (both verbal and written).
• Excellent customer service skills include phone etiquette, problem solving, and having a courteous and professional telephone manner.
• A need to deal effectively with customers in a fast-paced environment.
• Effective oral and written communication skills and the ability to develop and maintain effective working relationships with employees at all levels of the organization are critical.
• Experience with a ticketing system such as Jira Service Desk, Remedy, or Service Now.

Nice To Haves

• Experience with Office 365 is a plus.

Responsibilities

• Interface with customers via inbound calls or from help desk ticketing system for the purpose of resolving routine problems with products or services.
• Proactively search tickets assigned and work towards resolution by gathering information from customers in order to identify the root causes of customer problem(s) and provide technical troubleshooting solutions.
• Utilize available resources and applications to ensure first call resolution, accuracy and efficiency in resolving customers' issues.
• Properly document the customer interaction through our "ticketing tool" and confirm customers’ understanding of the solution.
• Provide additional customer training as needed.
• Prepare complete and accurate work summaries and update documentation as needed.
• Communicate effectively with individuals and teams within the program to ensure high quality and timely resolution of customer issues.
• Perform various “routine” tasks requiring high level of system access and permissions for other support groups.
• Respond to end-user service requests reported to the IT Service Desk and through the service desk/incident management system.
• Meet all service level agreements set by the department in a timely manner.
• Escalate issues appropriately to management or other members of the IT Dept.
• Comply with Corporate and IT policies and procedures.
• Participate in IT projects when required.
• Responsible for identifying, logging, researching, and resolving incidents.
• When requests are beyond their capabilities, the associate is responsible for documenting, tracking, monitoring, and ensuring timely request resolution.
• Follow up with users to ensure service is delivered at optimal levels.
• Provide telecom support services.
• Maintains tape management by controlling the movement of tapes offsite, performs full monthly AS400 systems backups, and monitors tape inventories.
• Perform updates on the factory storeroom vending machines.
• Performs multiple audit reports.
• Assist the Infrastructure team with issues within the local computer room and schedules maintenance of generator.
• Troubleshoot and maintain stand-alone printers, multi-function printers, and network printers.
• Updates Security and Evacuation systems as needed.
• Other duties as assigned.

Benefits

• Our benefits include eligibility for comprehensive medical insurance starting on day one.
• In addition, we offer a health savings account, 401(k) retirement savings plan with a Company match and contribution, paid dental insurance paid basic life insurance, paid short and long-term disability, vision insurance, life insurance, flexible spending accounts, paid time off, paid sick leave, paid parental leave, paid volunteer opportunities and paid holidays.
• We also offer discretionary bonuses, tuition reimbursement, service awards, and a 24/7 employee assistance program with access to eight confidential visits with a licensed counselor at no cost.
• Some of these benefits are subject to eligibility criteria.
• We are proud to offer such a comprehensive package to our employees and believe that it reflects our commitment to their well-being and success.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees