Service Desk Technician

Job Title: Service Desk Technician

Reports to: IT Director

Department: Information Technology

Location: Pekin, IL

Supervises: N/A

Classification: Non-Exempt

Build your career with Alto Ingredients! Earn a competitive salary, benefits including Medical, Dental, Vision, Life Insurance and 401k with a company dollar-for-dollar match up to 6%, a stipend for fitness center expenses, a generous paid time off (PTO) program, and service awards for career longevity. Alto Ingredients values the communities where we work and live, and offers an extra 8 hours of paid leave for employees who volunteer their time and talents in their community.

Environment: Alto Ingredients, Inc. (ALTO), is a leading producer of renewable fuel and essential ingredients and the largest producer of specialty alcohols. The company is focused on products for five key markets: Health, Home & Beauty; Food & Beverage; Industry & Agriculture; Essential Ingredients; and Renewable Fuels. The company's customers include major food and beverage companies and consumer products companies. For more information, please visit www.altoingredients.com.

Our Pekin campus produces products destined for Health, Home& Beauty; Food and Beverage; Industry & Agriculture; Essential Ingredients; and Renewable Fuels markets. All personnel are responsible for the safety of these products, which includes participation in training, following cGMP and feed/food safety requirements in the facility, and following procedures per instruction of management.

Job Purpose: The Service Desk Technician will coordinate and support Service Desk related duties within the Information Technology Department. These duties will include providing Tier 1 and 2 technical support with internal and external end users, answering technical questions, solving issues, and facilitating Service Desk communication channels. Additionally, the candidate will assist in the management and control of physical IT assets, image and deploy computers, install applications, troubleshoot outdoor IT hardware, prioritizing issue resolutions to meet SLA requirements, and assist in managing IT department support documentation.

The following is a list of major duties and responsibilities for this position along with certain supportive duties. It is not all-inclusive. Other duties and responsibilities may be added as needed. In addition, management may modify this job description as needed.

Essential Duties and Responsibilities:

• Communicate effectively and professionally with users, customers, and other IT personnel.

• Ensure that all support requests are well documented and accurately categorized in the IT ticketing system from the creation of the ticket to the successful resolution.

• Work with IT support team resources to ensure proper processes are created, standards are followed while providing continuous improvement to our customers.

• Provide technical assistance and support related to computer hardware and software, office printers, copiers, IP phones, peripherals, vehicle weight scale equipment, Industrial outdoor printers, and any other IT related asset.

• Provide oversight in the following areas: user accounts, asset inventory, support documentation, software licensing, hardware and software maintenance, upgrades and configurations, ticket resolution and reporting, onboarding of new users, computer imaging, and deployment.

• Provide phone and field technical support for both local and remote locations such as computers, printers, network switches, access points, security cameras, and cabling.

• Work with vendors to support new and existing installations.

• Provide assistance with department or companywide projects as needed.

Education and Experience Requirements

• Degree with technology focus or equivalent experience.

• 2-5 years of helpdesk or service desk and technical support experience

• CompTIA A+, CompTIA Network+, or MCSA in Windows 7/8/10 required.

• ITIL Foundation Certification is a plus

• Project Management experience is a plus

Business Skills:

• Strong analytical and problem-solving skills

• Accustom to planning, scheduling, and task Prioritization

• Ability to learn and understand business processes and requirements

• Strong technical knowledge and understanding of the troubleshooting process

• Ability to maintain confidentiality of sensitive information.

• Excellent written and verbal communication skills, with proven ability to take initiative and build strong productive relationships.

• Strong work ethic, organizational skills, and attention to detail.

Technical Skills:

• Proficiency with Active Directory, Microsoft 365, Microsoft Desktop and Server OS Environments.

• Proven knowledge of networking protocols and network troubleshooting.

• Technical understanding of networking equipment such as routers, firewalls, switches, access points, and other networking devices.

• Proficiency in testing and proving cable connections on CAT 5e/6 or Fiber Multi/Single Mode.

• Advanced technical knowledge of hardware including but not limited to desktops, laptops, printers, and copiers.

• Familiar with mobile OS platforms such as Android and iOS.

• Familiar with virtual technologies such as VMware or Hyper V is a plus.

• Familiar with Citrix Environments.

• Familiar using Helpdesk ticketing systems. (Enterprise Service Desk is a plus)

• Familiar with Microsoft Office and Office 365

• Knowledge of CompuWeigh Grain Management Systems a plus.

Miscellaneous:

• Company will provide a monthly stipend to use your personal smart phone for communication, email, calendar, and contacts.

• Company will pay for a certain level of training as approved by the Director of IT and CFO.

Travel and Schedule:

• Some travel may be required for certain projects to one of our other locations or to attend training.

• This position is Monday - Friday with an hour lunch. Candidate will also participate in an on-call after hours rotation.

Physical Requirements:

• Must be able to work in cold to hot temperatures; work around dust, fumes, and/or moderate to loud noises; works inside and/or outside;

• Able to climb stairs and ladders; walk on paved and unpaved surfaces; sit at a desk and operate a computer and keyboard; visual acuity to review written documentation; ability to hear, speak, and understand speech at normal room levels and on the telephone; manual dexterity to operate a telephone; lift horizontally and vertically, bend, stoop, stand, and reach;

• Ability to work at elevated heights

• Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions

Alto Ingredients participates in E-Verify; Criminal background check and drug screen required.

Alto Ingredients, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.