What are the responsibilities and job description for the Information Technology Help Desk Technician position at Pete & Gerry's Organics, LLC?
Company Overview :
Pete and Gerry’s is dedicated to the humane treatment of animals, sustainability, and the restoration of the small family farm to the American landscape. Our farming model provides opportunities for family farms to remain in business, from the organic grain farmers who supply our feed to the families across the country that produce our eggs. Best of all, it allows us to provide you and your family with safe, wholesome, organic, free range eggs at a fair price.
Position Overview :
The IT Help Desk Technician is a member of the Information Technology Team that supports all employees in corporate, processing plants and distribution centers. This role is the first point of contact for users needing assistance. The analyst will respond to incidents and requests reported by users and deliver the highest level of customer service. Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.
What You'll Do :
- Lead by example, tackling new issues that require collaboration with escalation teams
- Act as a liaison between support tiers and functional groups
- Train users on technology topics
- Triage Help Desk
- Delegate tickets to team members as needed
- Prioritize the ticket queue to fit business expectations
- Report on project status to management and / or escalation teams
- Establish current and new support procedures
- Investigate issues needing further documentation
- Create and maintain knowledge articles for use by team members and users
- Participate in Jira Help Desk implementation and design
- Provide IT Support to all employees with a Customer Service mindset
- Document, troubleshoot, and track incidents while ensuring timely resolution or proper routing for escalation
- Promptly respond to incidents and service requests
- Various application and domain account Provisioning / De-provisioning
- Troubleshoot computers, phones, office equipment, and applications to identify and correct malfunctions as well as any other operational difficulties
What You'll Bring to the Table :
Company Benefits :
Pete and Gerry’s Organics is and Equal Opportunity Employer. We celebrate diversity and are committed to continually creating inclusive environments for all of our employees.
