Service Desk Technician

Red Gold Careers-Direct Hire Opportunities Available•Elwood, IN

About The Position

Responsibilities Tier 2 Service Desk Track and Manage incidents/service requests (tickets) through their lifecycle, ensuring timely resolution and proper escalation when necessary. Maintain detailed records of incidents, service requests, events occurred, and resolutions in the ITSM. Provide timely and efficient follow-ups to user incidents or questions. Provide client support and technical issue resolution via email, phone, or remote screen sharing. Provide after-hours remote support on a rotation basis to support business needs. Build rapport and elicit problem details and requirements from non-technical and technical customers. Maintain and build knowledge and documentation of Red Gold IT environment and support software applications. Document customer interactions in IT Service Management Software (ITSM). Project Work Participate, lead, or manage projects including system upgrades, hardware rollouts, automation implementations, and security initiatives, demonstrating a strong ability to learn both project management skills and technical skills. Develop and follow up on tasks including evaluations, prototypes, user specification definition, testing, and delivery as directed. Actively contribute to new project initiatives and innovative ideas to improve processes and systems, demonstrating business awareness by taking a proactive approach rather than just executing assigned tasks. Collaborate with all customers within the business to identify opportunities for improvement and drive continuous innovation within Red Gold and the IT department. Security Execute user on-boarding and off-boarding including establishing security setups and roles. Oversee the deployment of updates, configurations, and management of Endpoint Security using Microsoft Endpoint Manager. Ensuring all endpoints are compliant with company policies and security standards. Responsible for following all company guidelines related to using elevated privileges, confidentiality, and security. Oversee and manage RBAC access requests through Active Directory (AD) or Entra AD role security, ensuring compliance with departmental SOP. Monitor and manage security dashboards, alerting, and escalating to management about potential security risks or findings. Software, Hardware, and Connectivity Analyze, troubleshoot, and conduct root cause analysis and resolution of incidents regarding supported software applications. Securely provide initial support for internal and external network connectivity issues, including LAN, WAN, wireless, and VPN Develop, enhance, and document processes for end user computer equipment replacements and upgrades. Troubleshoot and resolve hardware issues supporting office and essential plant functions such as agriculture deliveries/processing, production, labeling, and inventory management. Perform setup and delivery of workstations across the organization. Determine need for and coordinate hardware repairs with vendors. Educate end users on the use of new equipment. Participate in the hardware lifecycle and asset management process. Manage regularly scheduled IT spare hardware inventory cycle counts at remote locations.

Requirements

High School Diploma required. Some college education preferred.
A+ Certification or equivalent preferred.
1-3 years of IT Service Desk or Call Center experience preferred.
Experience using IT Service Management Software (ITSM) preferred.
Mathematical skills – above average (A or B on transcript)
Proven customer service skills
Advanced troubleshooting and analytical skills necessary for root cause analysis and trend analysis
Ability to make timely decisions related to service delivery while following established guidelines
Ability to work independently with little supervision as needed
Thorough knowledge of Microsoft products including (Windows, Office, Teams, SharePoint, and OneDrive)
Ability to organize and prioritize multiple work assignments to meet deadlines
Self-motivated, detail oriented, and organized
Ability to understand and explain technical information to non-technical customers
Patient and clear communicator with both technical and non-technical customers via phone and email
Personable – interacting with all employees of Red Gold at all levels
Service oriented
Ability to multitask in a fast-paced technical environment
Desire to learn and grow as a technical professional

Responsibilities

Tier 2 Service Desk
Track and Manage incidents/service requests (tickets) through their lifecycle
Maintain detailed records of incidents, service requests, events occurred, and resolutions in the ITSM
Provide timely and efficient follow-ups to user incidents or questions
Provide client support and technical issue resolution via email, phone, or remote screen sharing
Provide after-hours remote support on a rotation basis to support business needs
Build rapport and elicit problem details and requirements from non-technical and technical customers
Maintain and build knowledge and documentation of Red Gold IT environment and support software applications
Document customer interactions in IT Service Management Software (ITSM)
Participate, lead, or manage projects including system upgrades, hardware rollouts, automation implementations, and security initiatives
Develop and follow up on tasks including evaluations, prototypes, user specification definition, testing, and delivery as directed
Actively contribute to new project initiatives and innovative ideas to improve processes and systems
Collaborate with all customers within the business to identify opportunities for improvement and drive continuous innovation within Red Gold and the IT department
Execute user on-boarding and off-boarding including establishing security setups and roles
Oversee the deployment of updates, configurations, and management of Endpoint Security using Microsoft Endpoint Manager
Ensuring all endpoints are compliant with company policies and security standards
Responsible for following all company guidelines related to using elevated privileges, confidentiality, and security
Oversee and manage RBAC access requests through Active Directory (AD) or Entra AD role security, ensuring compliance with departmental SOP
Monitor and manage security dashboards, alerting, and escalating to management about potential security risks or findings
Analyze, troubleshoot, and conduct root cause analysis and resolution of incidents regarding supported software applications
Securely provide initial support for internal and external network connectivity issues, including LAN, WAN, wireless, and VPN
Develop, enhance, and document processes for end user computer equipment replacements and upgrades
Troubleshoot and resolve hardware issues supporting office and essential plant functions such as agriculture deliveries/processing, production, labeling, and inventory management
Perform setup and delivery of workstations across the organization
Determine need for and coordinate hardware repairs with vendors
Educate end users on the use of new equipment
Participate in the hardware lifecycle and asset management process
Manage regularly scheduled IT spare hardware inventory cycle counts at remote locations