It Support Desk

Prairie Farms Dairy, Inc.•Edwardsville, IL

1d•Onsite

About The Position

The IT Support Desk Technician shall be responsible for, but not limited to, the following: providing support to field teams on IT related issues, acting as a resource on projects, providing on-call support as needed, maintaining a high level of desktop, network, printer, and user access, and performing remote diagnostic tasks. Other duties as assigned.

Requirements

Bachelor’s Degree preferred, but not required.
1+years industry/help desk or related support experience, preferably in a managed services provider environment, but not required.
Experience working in a team environment.
Ability and comfort with working directly with end users.
Excellent documentation skills, ability to write technical processes and procedures.
Experience installing and supporting Microsoft Windows Operating systems
Microsoft Suite of Products
Email applications
Virus/malware remediation
Basic WAN/LAN understanding
Ability to read logs and event viewer, and diagnose advanced problems
Understanding of priority levels and escalation process
Intimate troubleshooting ability
Ability to communicate effectively both verbally and in writing.
Ability to work well with others.
Coachable and willing to learn.
Ability to work without direct supervision.
Excellent verbal communication skills.
Present themselves in a professional manner.
Proficiency in EDI systems, Cleo CIC, SQL, ERP reporting, and familiarity with Java, LANSA, and INFOR software.
Ability to analyze, develop, and modify EDI applications, including mapping and testing.
Strong verbal and written communication skills, and ability to work well with others and independently.
Coachable, eager to learn new technologies, and capable of managing multiple projects simultaneously.
Self-motivated, organized, and presenting a professional demeanor.
Ability to stand, bend, sit, and move throughout the shift.
Ability to work flexible hours, including weekends and holidays, as needed.
Willingness to work overtime, as needed.
Some travel may be required.

Responsibilities

Provide Tier1 incident management, diagnosis, escalation, tracking, and resolution.
Provide outstanding customer service and a positive support experience by interfacing directly with end users on issues, communicating in a clear, concise manner.
Follow established processes and standards, identify and propose improvements as necessary.
Maintain a high-level knowledge of desktop, network, printer, and user access and mobile technologies.
Act as a resource on projects.
Perform remote diagnostic tasks.
Assist in developing technical documentation to improve training and service delivery.
Provide after-hours and on-call support as needed.
Perform other duties as assigned.