Operational Technology Support Technician

Riverence Holdings LLC•Buhl, ID

21h•Onsite

About The Position

This role will interface with contracted outside IT support and will be the primary support for operational technology within the processing plant, including Innova and Marel systems. The position is responsible for providing technical assistance such as resetting passwords, resolving network connectivity issues, diagnosing and troubleshooting problems with printers, scanners, desk phones, smartphones, laptops, desktops, and supporting standard commercial and proprietary software.

Requirements

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 interpersonal and telephone skills.
Proficient in Microsoft Office Suite or related software.
Ability to explain technical issues to technical and nontechnical employees and customers.
Strong analytical and problem-solving skills.
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.
Experience with Operational Technology in Processing environment preferred.

Nice To Haves

Direct plant support for Innova and related systems.
Become expert in operational technology.
Work with vendors including Marel.
Attend training to increase technical knowledge.
Lifecycle Management for operational technology.
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.
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.
Maintains knowledge of technology innovations and trends.
Develop reports to support operational management.
Support new product development as needed.

Responsibilities

Direct plant support for Innova and related systems.
Become an expert in operational technology.
Work with vendors including Marel.
Attend training to increase technical knowledge.
Lifecycle Management for operational technology.
Respond to tickets submitted by 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 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.
Place emphasis on providing excellent internal and external customer service.
Communicate with fellow employees to complete tasks and adhere to safety standards.
Handle inquiries from users on a variety of software and hardware issues.
Assist users with installation of software and troubleshooting of related problems; refer more complicated issues to appropriate staff.
Communicate regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
As experience increases, provide training on hardware and software use to end users.
As required, assist individuals with disabilities with use of hardware and software, providing additional adaptive features and devices as needed.
Identify, investigate, and resolve users’ problems with computer software and hardware.
Field support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
Consult with users to determine steps and procedures taken to identify and resolve the problem.
Apply knowledge of computer software, hardware, and procedures to solve problems.
Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
Collaborate with other staff to research and resolve problems.
Collaborate with programmers to explain errors and/or recommend modifications in programs.
Arrange service by software or hardware vendors to repair or replace defective products.
Maintain knowledge of technology innovations and trends.
Perform other related duties as assigned.
Develop reports to support operational management.
Support new product development as needed.
After hours On Call required.