Help Desk Tier 1 (SugarCreek)

DESCRIPTION SUMMARY
Provides support to end users by responding to telephone calls, email and personnel requests for technical support. Identifies and resolves a variety of technical problems in a professional and timely manner. Assists the Systems Administrator with life cycle management of desktops, laptops and printers.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Troubleshoot and manage simple hardware, software or network issues.
• Create users and manage account access.
• Recognize and escalate more difficult tasks to IT Help Desk Clerk Tier 2 or higher.
• Monitor and use ticketing system to escalate issues accordingly and quickly.
• Create and maintain documentation for processes and procedures.
• Comply with federal, state, and company policies, procedures and regulations.
• Support all safety, food quality and sanitation initiatives and policies.
• Follow Sugar Creek Packing Co. safety rules and procedures.
• Perform other duties and tasks as assigned.

MINIMUM QUALIFICATIONS
EDUCATION: High School Diploma or equivalent (GED).
EXPERIENCE: None required, but one to two years experience preferred.
CERTIFICATION OR LICENSURE REQUIREMENTS: None required.

ABILITIES, KNOWLEDGE, AND SKILLS REQUIRED

• Possess basic knowledge of software applications, desktop hardware, operating systems and network connectivity.
• Able to use critical thinking to provide support and troubleshoot different types of systems.
• Possess advanced proficiency in Microsoft Office (Word, Excel, PowerPoint) and Windows.
• Able to use Apple devices comfortably.
• Know how to use Windows 7/8.1/10.
• Possess basic knowledge of Citrix environment, SCCM (System Center Configuration Manager), active directory management, antivirus administration and Windows Server (2008, 2012).
• Know how to read, write and communicate effectively to promote efficient transfer of complex information.
• Know how to maintain a customer-friendly attitude when dealing with issues.

OTHER REQUIREMENTS
No unusual physical requirements. Physical requirements are consistent with typical IT Help Desk Clerk positions. Most physical activity will consist of standing/walking occasionally and most often sitting at a desk. Other light physical activity may be required occasionally on an as-needed basis.

WORK ENVIRONMENT
All work is performed in a comfortable indoor, office-like facility. Some travel may be required between plants as needed.