Support Desk Technician

Koch Foods, Inc.•Morton, MS

15h

About The Position

Serve as a problem-solver and point of contact for issues impacting company IT operations. Resolve technical support requests via incoming ticket requests, e-mails or calls. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolve problem situations in a professional manner. Use current ticket system to create tickets to self, technician, or appropriate IT Staff for assigning escalated support requests. Consistently review and prioritize tickets and workload. Participate in the On-Call rotation for After Hours support. Work effectively with all levels of employees in the organization. Comply with all Company policies and guidelines. Perform other related duties as necessary or as assigned by supervisors.

Requirements

Associate's Degree or higher in IT related area preferred.
CompTIA A+, Network+, or Security+ Certification preferred.
2+ years experience working on a Help Desk, Service Desk, or IT support team preferred.
Experience with Active Directory, Group Policy, and Citrix preferred.
Knowledge of PC hardware and software - installing, configuring, diagnosing and troubleshooting.
Intermediate to advanced knowledge/experience with Microsoft Office products (Word, Excel, Outlook, and PowerPoint).
Ability to handle multiple priorities and varied technical tasks.
Good customer service orientation with the ability to explain technical concepts to non-technical users.
Strength in written and verbal communication skills.
A passion for information technology, and desire to build or continue a career in the IT industry.
Some after-hours/weekend work may be required.
Demonstrate superior time-management skills and ability to manage multiple projects and tasks simultaneously.

Responsibilities

Serve as a problem-solver and point of contact for issues impacting company IT operations.
Resolve technical support requests via incoming ticket requests, e-mails or calls.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
Resolve problem situations in a professional manner.
Use current ticket system to create tickets to self, technician, or appropriate IT Staff for assigning escalated support requests.
Consistently review and prioritize tickets and workload.
Participate in the On-Call rotation for After Hours support.
Work effectively with all levels of employees in the organization.
Comply with all Company policies and guidelines.
Perform other related duties as necessary or as assigned by supervisors.