Help Desk Technician

Job Purpose

Serve as first line of IT support for the company, utilizing the help desk system to organize, prioritize, and complete open items. Diagnose and resolve issues for multi-platform technologies, hardware, and software; implement strategies to prevent recurrence.

Essential Functions

• Manage and utilize the help desk ticketing system to provide support to all employees, covering locations throughout the US and Canada

• Organize ticket flow: priority, redirection, follow-up, and takeover

• Install, maintain, troubleshoot, and repair laptops, printers, desktop software, and other computer/network hardware

• Execute proper IT procedures for onboarding and offboarding employees

• Support business software applications including Dynamics NAV, Dynamics GP, Office, SharePoint, etc.

• Provide end-user support for Office365 email system

• Manage user permissions for network resources and business applications

• Assist users with desktop software, hardware, and network resources

• Perform on-site and remote technical support

• Support on-call requirements as needed

• Create and update documentation and SOPs for the IT department

• Participate in various IT projects

• Comply with all food safety requirements, training, policies, and procedures

• Perform other job-related duties as assigned

Qualifications (Education/Experience)

• Minimum 2-year post-secondary education in a technical field or 2+ equivalent years of help desk experience

• Proven experience providing help desk and desktop support for laptops and PCs in an enterprise environment

• Strong experience using Windows 7, Windows 10, Microsoft Office 365, and LogMeIn

• Solid understanding of basic networking fundamentals

• Experience working with Active Directory, Group Policy Objects, and file share permissions

• Experience with ERP Systems: Microsoft Dynamics (Navision, Great Plains) desired

• Strong analytical, troubleshooting, and problem-solving skills

• Excellent communication and customer service skills; ability to present ideas and solutions in user-friendly language

• Ability to provide timely resolution for all end-user requests and root cause analysis for issues

• Ability to approach duties, new ideas, processes, and differences in a constructive and positive manner

• Ability to work in a team-oriented, collaborative environment

• Ability to work cross-functionally, convey complex issues, and maintain confidentiality

• Ability to think quickly and handle frequent change

• Ability to organize, manage multiple priorities, and maintain high attention to detail in a fast-paced environment

• Self-motivated, goal oriented, quality driven, and capable of working independently with minimal supervision

RISE123

MON123