IT Technical Support Technician

Job Summary:

A Technical Support Engineer provides enterprise-level assistance to our customers. Diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Key Responsibilities:

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.

Qualifications:

• BS degree in Information Technology, Computer Science or relevant field.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

Working Conditions/ Physical Requirements:

• Regular visits to production areas will involve exposure to machinery, high noise levels, varying temperatures, humidity, and wet conditions.
• Must be comfortable sharing office space with other professionals and performing repetitive, computer-based tasks. This includes extended periods of sitting, reaching with hands and arms, and using input devices such as a keyboard, mouse, and other tools. The role requires maintaining focus on detailed screen work for prolonged durations, including tasks such as data analysis, report preparation, and troubleshooting operational issues.
• Must be able to sit, stand, walk, reach, stretch, stoop, and bend for extended periods.
• Must be able to communicate through various channels, including phone, email, face-to-face, and videoconferencing.

The physical demands described in this job description are representative of those that must be met by an employee to successfully perform this job. Other duties or tasks may be assigned as required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

At Cloverdale Foods, base pay is one part of our total compensation package and is determined within a range. The base hiring pay range for this role is between $24.00 and $34.00 per hour, and your actual base pay within that range will depend upon a variety of factors, including, but not limited to, job-related knowledge, skill set, level of experience, and geographic market location.

Other components of Cloverdale Foods’ total compensation package include life insurance, medical, dental and vision coverage, pay-for-performance merit increases, and 401(k) with employer match, paid vacation, weekly massage reimbursement, and more.

Cloverdale Foods Company offers a competitive compensation package and an excellent benefits program. For confidential consideration, please send your resume to jobs@cloverdalefoods.com or Fax: 701-663-0690. To comply with government recordkeeping requirements, please go to http://www.cloverdalefoods.com/careers and send us a completed Online Application along with your resume/cover letter.

Cloverdale Foods Company is an Affirmative Action/Equal Employment Opportunity Employer.