IT Help Desk Technician

Pete and Gerrys Organics LLC • Kalona, IA

21h • Onsite

About The Position

The IT Help Desk Technician is a member of the Information Technology Team that supports all employees in corporate, processing plants and distribution centers. This role is the first point of contact for users needing assistance. The technician will respond to incidents and requests reported by users and deliver the highest level of customer service. Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.

Requirements

• True curiosity, passion and interest in problem solving, incredible customer service and being a part of a team of folks who enjoy working together.
• Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.
• Proven experience as an IT Support Technician or similar role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills and the ability to provide step-by-step technical help, both written and verbal.
• Ability to prioritize, manage and meet deadlines.
• Effectively manage time and operate with sense of urgency.
• Adjusts quickly to changing priorities and conditions.
• Cope effectively with complexity and change.

Nice To Haves

• Certifications such as CompTIA A+, Microsoft Certified IT Professional, or similar is an advantage.

Responsibilities

• Lead by example, tackling new issues that require collaboration with escalation teams
• Act as a liaison between support tiers and functional groups
• Train users on technology topics
• Triage Help Desk
• Delegate tickets to team members as needed
• Prioritize the ticket queue to fit business expectations
• Report on project status to management and/or escalation teams
• Establish current and new support procedures
• Investigate issues needing further documentation
• Create and maintain knowledge articles for use by team members and users
• Participate in Jira Help Desk implementation and design
• Provide IT Support to all employees with a Customer Service mindset
• Document, troubleshoot, and track incidents while ensuring timely resolution or proper routing for escalation
• Promptly respond to incidents and service requests
• Various application and domain account Provisioning/De-provisioning
• Troubleshoot computers, phones, office equipment, and applications to identify and correct malfunctions as well as any other operational difficulties
• Provide in-house support for IT installation projects
• Run data or other low voltage cabling
• Terminate data runs
• Install end points and other IT equipment
• Use ladders and man lifts to complete projects.

Benefits

• Medical, dental, and vision insurance
• Paid vacation
• Paid sick time
• Paid volunteer time
• 9 paid holidays
• 401(k) with 4% employer match
• Disability and life insurance
• Opportunities for advancement
• Maternity and paternity leave
• Tuition reimbursement
• Flexible Spending Account
• Health Reimbursement Account
• Footwear reimbursement for onsite employees
• Onsite employees receive free eggs weekly; remote employees receive coupons for free eggs
• Breakfast or lunch events from time to time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree