IT Service Desk Specialist I

About the Role:

The Service Desk Specialist 1 position will work as a level one Service Desk Specialist handling incidents, requests, and alert management. The Service Desk Specialist 1 will be tasked with working across a broad range of technologies and applications while supporting our team members. This will include support for hardware and software on-site at our corporate office, off-site plant locations or remotely using remote tools. This position is responsible for delivering excellent customer service to everyone we serve. The SDS1 will assist in keeping IT systems and the business running by enabling quick responses to any incident or request whether in person, via Teams or on the phone. This position must also exhibit exceptional work habits, teamwork, values, and qualities that embody the Kalmbach core values in full.

Primary Responsibilities:

• Collaborate with all IT staff to ensure the Service Desk is providing excellent team member support with metrics to back that up.

• Work hours are 8am to 5pm, with overtime as needed to support our team members with excellent support and customer service.

• Execute lifecycle replacement of laptops, thin clients, desktops, phones, and iPads only if we do not have an intern or if help is needed. This applies to new hires, again if needed.

• Execute new Service Desk projects.

• Execute security and vulnerability patching for desktops and laptops.

• Execute in the configuration/deployment of hardware and phones.

• Execute in the research and investigation of reducing repetitive incidents and problems.

• Execute projects to implement these systems in a way that minimizes support requirements.

• Execute collaborative efforts with the larger IT team to establish customer service standards with objective metrics.

• Assist the continual improvement of knowledge base articles for the Service Desk and team members as needed.

• Apply analytical skills to resolve complex problems.

• Provide feedback to the training program for Service Desk team.

• Provide feedback to the build out of meaningful metrics to help leverage them for continuous improvement at the Service Desk.

• Continuous education and/or monitoring of industry trends and technologies that are relevant for KFI and position.

• Provide level 1 support for server, host systems, voice, data, automation, security, storage networks, cloud systems, and domain management, but escalate as needed to more Senior Service Desk Specialists and/or the infrastructure team.

• Responsible for after-hour call rotation.

• Performs other duties as assigned by manager.

The Right Candidate:

• Experience with ITSM Ticketing System or another ITSM ticketing system, Microsoft Windows 10/11, iOS, Active Directory, Azure, Trend Micro, Last Pass, TeamViewer, Remote Desktop Protocol, Zscaler, VMware, Verizon Mobile Device Manager, Microsoft 365, Microsoft Deployment Toolkit, FortiClient, WEM, High Jump, Power BI, Atlas, Crowdstrike and Exchange Admin Center.

• Experience with hardware imaging and deployment such as laptops, desktops, RF guns and iPhones.

• Experience with hardware repair of laptops, iPhones, iPads, and desktop computers.

• Excellent written, oral, and interpersonal communication skills.

• Proven analytical and creative problem-solving abilities while working as a team player.

• Able to prioritize and execute tasks in a high-pressure environment with a level of self-initiative without management support.

• Strong customer service orientation via the phone, in-person, in writing, or at any off-site locations.

• Ability to work in a team-oriented, collaborative environment with focus on serving the team member.

• Ability to lead Service Desk projects, while giving updates to Service Desk Manager.

• Assisting Service Desk Senior Specialist and Manager with team feedback.

• Excellent organizational skills.

• Experience working in a 24-hour, 7 day a week environment, while being in an on-call rotation.

• Bachelor's degree in an IT discipline preferred or equivalent experience of 2 or more years IT and Service Desk experience with demonstrated results.

About the Company:

Kalmbach Feeds offers the highest quality nutritional products for livestock, poultry, and companion animals. The company was founded in 1963 by Milton and Ruth Kalmbach with a vision to develop the finest products, providing customers with the best possible nutritional value. The Kalmbach family's traditional core values have served as the compass for consistent success for six decades, and the company has become the regional leader within the animal nutrition industry. Kalmbach Feeds enjoys an excellent reputation for quality and integrity within the animal nutrition industry and is comprised of smart self-starters who are driven to serve customers. Our experienced, talented team utilizes cutting-edge technology and proprietary processes to deliver safe, innovative products. Our stringent ingredient testing, computer automated systems, patented technologies, dedicated manufacturing facilities, and in-house nutrition specialists guarantee it. Additional information regarding our exciting company can be found at https://youtu.be/UONTNdszwY4 and www.kalmbachfeeds.com/.

Kalmbach Feeds Offers:

• Medical, Dental, and Vision Benefits with eligibility on date of hire

• 401(K) (traditional and Roth options) with generous company match

• 3 Weeks Paid Time Off in first year

• Company Paid Short Term and Long Term Disability

• Company Paid Life Insurance

• Competitive Compensation

• On Staff Life Coach

• Medical and Dependent Care Reimbursement Plans

• Access to Beach Front Company Condo in Fort Myers, FL

Kalmbach Feeds is an Equal Opportunity Employer. Each applicant for employment is considered solely based on job qualifications, without regard to race, color, religion, sex, age, disability, national origin, veteran status, or any other classification protected by law. The information contained within your resume and application, including employment history, educational history, and references, are subject to verification. Pre-employment drug screen (hair and urine), physical, and criminal background check required.

Only qualified candidates will be contacted.