Help Desk Technician

Green Plains•Omaha, NE

22h

About The Position

As the Help Desk Technician, you will be responsible for handling first level support of service requests for numerous locations of Green Plains Inc. and subsidiary companies. This relates to all systems related technology, to include workstations, servers, printers, networks, and vendor specific hardware and software. Responsibilities include but are not limited to: Provide excellent customer service and maintain a positive attitude. Provide a wide range of remote and in-person support for Microsoft’s current desktop and server operating systems, Office 365 applications, Active Directory, basic Exchange administration, and other applications as needed. Provide a wide range of remote and in-person support for Mac systems. Set up PC hardware and networking equipment, user configuration, printers, email, and other user-related items. Monitor the ticketing system to ensure tickets are being addressed. Understand priorities, problem management and stakeholder communication fundamentals. Support user remote access, including basic VPN knowledge and Terminal Services. Determine the best solution based on the available information available. Communicate with stakeholders as required, keeping them informed of incident progress, and notifying them of impending changes or agreed outages. Take an active role in developing and delivering training resources for end users. Create and update system documentation and knowledge articles to develop and elevate other team members’ abilities to handle tickets.

Requirements

Solid understanding of computer systems, mobile devices, and other tech products.
Entry level experience installing and servicing PCs in a home environment preferred.
CompTIA A+, Associates/Bachelor’s Degree or equivalent experience.
Great problem-solving skills.
Excellent customer service and communication skills.
Technical awareness and ability to match resources to technical issues appropriately.
Service awareness of all organization's key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Self-motivated, flexible, and resourceful with the ability to work in a fast-moving environment.
Valid driver's license with the ability to travel.
Ability to work after standard hours/weekends as needed.

Responsibilities

Provide excellent customer service and maintain a positive attitude.
Provide a wide range of remote and in-person support for Microsoft’s current desktop and server operating systems, Office 365 applications, Active Directory, basic Exchange administration, and other applications as needed.
Provide a wide range of remote and in-person support for Mac systems.
Set up PC hardware and networking equipment, user configuration, printers, email, and other user-related items.
Monitor the ticketing system to ensure tickets are being addressed.
Understand priorities, problem management and stakeholder communication fundamentals.
Support user remote access, including basic VPN knowledge and Terminal Services.
Determine the best solution based on the available information available.
Communicate with stakeholders as required, keeping them informed of incident progress, and notifying them of impending changes or agreed outages.
Take an active role in developing and delivering training resources for end users.
Create and update system documentation and knowledge articles to develop and elevate other team members’ abilities to handle tickets.