Service Desk Admin II

Compass Minerals•Overland Park, KS

39d

About The Position

We invite you to Explore the Potential of being part of something Clearly Essential! Compass Minerals (NYSE: CMP) is a leading global provider of essential minerals focused on safely delivering where and when it matters to help solve nature's challenges for customers and communities. The company's salt products help keep roadways safe during winter weather and are used in numerous other consumer, industrial, chemical and agricultural applications. Its plant nutrition products help improve the quality and yield of crops while supporting sustainable agriculture. Compass Minerals operates 12 production and packaging facilities with more than 1,800 employees throughout the U.S., Canada and the U.K. Visit compassminerals.com for more information about the company and its products. Summary The Service Desk Admin II will have a strong background in IT Service Management (ITSM), advanced troubleshooting skills for hardware and software issues, and a commitment to delivering exceptional customer service. This role requires a collaborative spirit, as you'll be working closely with team members and other departments to ensure seamless IT operations.

Requirements

Experience supporting customers using phone, email, and in-person technologies
Working knowledge of Active Directory users and computers
Experience supporting Windows 10 and above desktops/laptops/tablets
Experience with Citrix-supported environments
Experience with Android and iPhone smartphones
Experience supporting MS Office applications
Associate's degree or equivalent work experience required (2 years relevant experience may substitute for degree requirement)
2-4 years of IT service experience required

Responsibilities

Provide Tier 2 level service desk technical support for complex and advanced issues for our customers.
This includes client hardware systems, mobile devices, computer peripherals, telecommunications equipment, and client/server/cloud application software. Additionally, 3rd party depot/warehouse support.
Support may be over the phone, in person, or through chat/email.
Integrate new technologies such as Chatbots and AI to help automate support requests for users and deliver answers quicker.
Lead service desk projects, from planning, assigning tasks, and execution using our agile tools. This will require coordination with peers and delegation of work.
Awareness of Compass Mineral's Cybersecurity principles. Ensure best practices are followed, and that risks are identified and reported.
User application support for on-premises and off-premises business applications (Active Directory, DSI MEP, E1, FAS, UKG, JWS, OTM, PC Miler, Power BI, RFID, Security Camera, Zoom, Office365, Exchange).
Incident and service request ticket routing and problem identification.
Configures, installs, and keeps client hardware and peripheral components such as monitors, keyboards, printers, and disk drives onsite or remotely.
Print services management and troubleshooting.
Maintain correct documentation, using our ITSM tool, of support tickets, processes, and solutions to enhance team knowledge and efficiency. Ensuring company safety and security standards are met.
Proactively find opportunities for process improvements and contribute to the development of best practices within the team.
Offers technical guidance, coaching/mentoring to team members. This includes cross-training fellow employees on systems operations and usage.
Perform other related duties as required.