IT Technical Support Representative

Riverence Holdings LLC•Buhl, ID

5d•Onsite

About The Position

This role is responsible for providing technical assistance including resetting passwords, resolving network connectivity issues, diagnosing, and troubleshooting issues with printers, scanners, desk phones, smart phones, laptops, desktops, and furnishing support for standard commercial and proprietary software. This role will also interface with our contracted outside IT support company. Future advancement opportunities available for exceptional performers and communicators. Riverence is vertically integrated controlling all aspects of its food business from inception to market.

Requirements

Travel to each of our farms.
Occasional maintenance on weekends.
Experience with Microsoft Sharepoint.
Understanding of TCP/IP.
Ability to research unknown IT issues and find resolutions.
Exceptional oral and written communication and customer service skills required.
Display a high sense of urgency, adaptability, and flexibility in a fast-changing environment.
Possess excellent problem-solving abilities including analytical, prioritization and escalation.
Ability to interface with and influence personnel at Riverence.
Understanding of business processes, goals, and strategy in order to provide analysis and interpretation to management.
Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.
Excellent verbal and written communication skills.
Excellent interpersonal and telephone skills.
Proficient in Microsoft Office Suite or related software.
Proficient with or the ability to quickly learn an array of computer hardware and software.

Nice To Haves

Two to five years of work experience in related field.
Knowledge of Microsoft operating systems.
At least two years of work-related experience with multiple software packages preferred.
At least three years of experience in customer technical support highly preferred.

Responsibilities

Respond to tickets submitted by our end users.
Troubleshoot technical and network issues.
Communicate with co-workers to quickly get to the root of their problem, as well as taking them through a series of actions to resolve a problem.
Install and configure hardware and software.
Support the roll-out of new applications.
Support productivity platforms, smart phone applications, cloud-based technologies, and unknown future innovations.
Manage miscellaneous data and communication systems as required.
Manage miscellaneous technical systems as required.
Communicate and Work as a Team Member through written, oral, and face-to-face interactions.
Places emphasis on providing excellent internal and external customer service.
Communicate with fellow employees to complete tasks and adhere to safety standards.
Handles inquiries from users on a variety of software and hardware issues.
Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.
Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
As experience increases, provides training on hardware and software use to end users.
As required, assists individuals with disabilities with use of hardware and software, providing additional adaptive features and devices as needed.
Identifies, investigates, and resolves users’ problems with computer software and hardware.
Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
Consults with users to determine steps and procedures taken to identify and resolve the problem.
Applies knowledge of computer software, hardware, and procedures to solve problems.
Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
Collaborates with other staff to research and resolve problems.
Collaborates with programmers to explain errors and/or recommend modifications in programs.
Maintains knowledge of technology innovations and trends.
Performs other related duties as assigned.