IT Onsite Support Analyst

This individual will provide onsite, phone and email technical services and support to R.D. Offutt Company team members. They will ensure appropriate knowledge and expertise in both standard industry technologies and RDO specific systems and solutions. This individual will ensure customer satisfaction by providing concise communications and building high quality relationships.

Specific Duties Include:

• Advanced troubleshooting and resolution of IT issues via phone, email, chat, and in-person channels.
• Ensure all incidents are resolved against SLAs.
• Report on health of the help desk and support using uptime and ticket-related performance metrics.
• Track and report all open and closed incidents to leadership teams.
• Advanced troubleshooting and resolution of network outages – open trouble tickets with connectivity vendors as necessary. This can include individual stores internet circuits.
• Properly order inventory from vendors to fulfill requests from customers.
• Connect personal computers to network servers and printers.
• Utilize knowledge base articles to identify problem solutions.
• Provide onsite support for other IT when needed, like the network team.
• Effectively setup users on a multitude of internal and vendor provided software applications and databases (Intellidealer, John Deere, Vermeer, Active directory, S2 and others).
• Update inventory database for accurate billing of IT equipment.
• Mentor IT Service Desk Analysts I and II.
• Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.
• Participate in all company/location driven communication efforts, including open book meetings, huddles, department meetings and other related efforts.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Perform all other duties as assigned by management in a professional and efficient manner.

Job Skills Include:

• Strong customer service ethic.
• Ability to prioritize and quickly resolve issues.
• Excellent verbal communication skills.
• Excellent analytical and problem-solving skills.
• Effective prioritization and project management skills.
• Experience using help desk ticketing software.
• Advanced ability to write knowledge base articles/documentation for anyone to understand.
• Advanced skills of installing and configuring personal computer hardware and software.
• Advanced skills in identifying and correcting PC hardware and software problems.
• Experience working with many different Infrastructure devices.

Job Requirements:

• 2-year or higher degree in a business or information technology program
• 5 years of customer service or related technical support experience
• Minimum of 3 years IT Service Desk experience
• Bilingual in English and Spanish preferred, but not required.
• Candidates must have valid work authorization and be able to work in the U.S. without company sponsorship