The Help Desk Technician is responsible for being on-time, professional, knowledgeable, and courteous. Additionally, the tech is to be a problem-solver and a server as the point of contact for issues impacting company IT operations.
Responsibilities and Duties:
• Resolve technical support requests via incoming ticket requests, e-mails or calls
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Resolves 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 reviews and prioritizes tickets and workload
• Participate in the On-Call rotation for After Hours support.
• Work effectively with all levels of employees in the organization.
• Complies with all Company policies and guidelines.
• Perform other related duties as necessary or as assigned by supervisors.
Knowledge Skills and Abilities
• Experience working on a Help Desk, Service Desk, or IT support team
• 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 most of the 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 formal (written) and informal (verbal) communication skills
Education and Experience Required
• Associate’s Degree or higher in IT related area desired but not required
• CompTIA A+, Network+, or Security+ Certification preferred
• 2-4 years of IT helpdesk experience or other IT experience desired but not required
Preferred Qualifications/Qualities
• A passion for information technology, and desire to build or continue a career in the IT industry.
• Maintain a “whatever it takes” attitude to help us make users happy at all times, day or night, weekend or holiday. Some after-hours/weekend work may be required.
• Demonstrate superior time-management skills and ability to manage multiple projects and tasks simultaneously.
• Demonstrate a continuous passion for learning both at home and on the job.
Skills Required
- Experience working on a help desk, service desk, or IT support team
- Experience with Active Directory, Group Policy, and Citrix
- Knowledge of PC hardware and software installation, configuration, diagnosis, and troubleshooting
- Intermediate to advanced knowledge of Microsoft Office products, including Word, Excel, Outlook, and PowerPoint
- Ability to handle multiple priorities and varied technical tasks
- Strong written and verbal communication skills
- Customer service orientation and ability to explain technical concepts to nontechnical users
- Associate degree or higher in an IT-related area
- CompTIA A+, Network+, or Security+ certification
- Two to four years of IT help desk or other IT experience
- Willingness to participate in after-hours, weekend, or holiday support
What We Do
Koch Foods is a leading food company and one of the largest vertically integrated poultry processors in the United States. As a privately-held entity, the company specializes in the processing and distribution of fresh and frozen chicken products. They are focused on innovation and continuous improvement to deliver high-quality, flavorful chicken products to their customers throughout the country.
