Support Desk Tech (on-site position/not remote)

Koch Foods, Inc.•Morton, MS

5h•Onsite

About The Position

The Help Desk Technician is responsible for being punctual, professional, knowledgeable, and courteous while serving as a problem-solver and point of contact for issues affecting company IT operations. This is an on-site position and is not remote. The technician provides support through ticket requests, email, and phone; troubleshoots technical issues; and coordinates the escalation and prioritization of support requests. Participation in an after-hours on-call rotation is required.

Requirements

Experience working on a help desk, service desk, or IT support team.
Knowledge of PC hardware and software, including installation, configuration, diagnosis, and troubleshooting.
Intermediate to advanced knowledge or experience with most Microsoft Office products, including Word, Excel, Outlook, and PowerPoint.
Ability to manage multiple priorities and varied technical tasks.
Customer-service orientation and ability to explain technical concepts to non-technical users.
Strong written and verbal communication skills.

Nice To Haves

Experience with Active Directory, Group Policy, and Citrix.
Associate degree or higher in an IT-related area.
CompTIA A+, Network+, or Security+ certification.
Two to four years of IT help desk or other IT experience.
Passion for information technology and desire to build or continue a career in the IT industry.
A flexible, service-oriented attitude and willingness to help users day or night, including weekends or holidays.
Superior time-management skills and ability to manage multiple projects and tasks simultaneously.
Commitment to continuous learning at home and on the job.

Responsibilities

Resolve technical support requests received through tickets, email, or phone calls.
Perform remote troubleshooting using diagnostic techniques and relevant questions.
Communicate with technology users tactfully and diplomatically to promote a positive image of the department.
Resolve problem situations professionally.
Use the current ticketing system to create and assign tickets to self, technicians, or appropriate IT staff, including escalated support requests.
Review and prioritize tickets and workload consistently.
Participate in the after-hours on-call rotation.
Work effectively with employees at all levels of the organization.
Comply with company policies and guidelines.
Perform other related duties as necessary or assigned by supervisors.