Help Desk Technician

Helena Agri-Enterprises, LLC•Collierville, TN

12d

About The Position

The Tier 1 Help Desk Technician will provide the initial point of contact for end-users to report all Information Technology related support and maintenance issues within the organization. This position will be responsible for capturing the details of the IT issue, determining whether the issue is hardware or software related, and directing the issue to the proper technician within Helena's Information Technology support structure. In addition, this resource will be responsible for solving the most common technical issues during the first contact with the user. This candidate will also troubleshoot problem areas by telephone, or via e-mail in a timely and accurate fashion, and provide end-user assistance where required.

Requirements

Two years' experience supporting hardware and software in a networked environment remotely is required.
Experience in a customer service environment is required.
Knowledge of Microsoft operating systems (Windows 10) is highly required.
Knowledge of Internet browsers. (Internet Explorer, Firefox, Chrome, Safari)
Written and verbal communication skills.
Problem solving ability.
Ability to set priorities and work on multiple tasks.
Ability to follow detailed documented procedures.
Ability to work independently and on a team.
Ability to read, write and speak in English is required.

Nice To Haves

Experience with Service Now is preferred.
Communicating in Spanish is a valuable skill at Helena.

Responsibilities

Receive and respond to calls, emails, live chats and web inquiries from system users.
Log all received issues into our help desk ticketing system (Service Now).
Classify and prioritize incidents.
Provide technical and functional support, resolving 70 percent of tickets during first contact.
Uses judgement to determine when to escalate incidents.
Monitors incidents to identify repetitive issues.
Develops knowledge articles to decrease resolution time.
Collaborates with Tier 2 support to enhance knowledge and improve service level agreements.
Provides excellent customer service to all internal and external customers.
Other work-related duties as assigned by your leader.
Regular and reliable attendance is required.
Follows all company policies and procedures.

Benefits

Health, Dental & Vision Insurance STARTS THE SAME DAY YOU DO!
Earn up to $3,000 in Reward Dollars from Helena for your Health Savings Account (HSA).
Helena's robust 401(k) Savings Plan offers you a 100% company-match up to 5% starting on your first day. As your years of service with Helena increase, so does our company-match - up to 10% based on your contribution amount.
Access your earned pay between paydays through Earned Wage Access (EWA) with DailyPay.
Up to 15 days paid time-off plus 9 paid holidays.
Free Term Life Insurance at 1x your annual base pay - paid for by Helena at no cost to you.
Free Short & Long-Term Disability.
Up to 80 hours of paid Parental Leave.
Education Assistance.
And much more!