Help Desktop Associate

Overview

Under supervision, the Desktop Support Associate provides basic Tier two technical remote support in response to internal IT requests associated with system, hardware, software, networking, phone, printing and other related issues.

Tasks are to be completed while maintaining the highest safety, food safety and quality, cost and GMP standards in a high speed manufacturing environment.

Essential Duties and Responsibilities:

Receives and prioritizes Help Desk support requests, maintains ongoing log of issue data (until resolution) within tracking system and resolves all issues using practices that limit future reoccurrences.

Maintains regular communication with customers, IT team and IT management throughout the issue resolution process – including follow-up to ensure issues are completed to the customers’ satisfaction.

Manages the procurement, deployment, configuration, and updating of various IT equipment including but not limited to desktops, laptops, printers, mobile devices, etc.

Assists in maintaining department knowledge base by documenting best-in-class service approaches and suggested process changes to increase efficiency.

Assists with hardware and software purchasing and the asset/life cycle management reporting inclusive of ensuring IT policy compliance for corporate and non-company systems related to the deployment, recovery and disposal of assets.

Participate in planning for corporate IT solutions by providing tactical insight to customer needs.

Proactively identifies and provides information and\or training to customers about Client Services solutions and practices.

Periodically assists with priority projects beyond scheduled hours and on other projects, as assigned.

Reports food safety and quality issues and initiate action, as necessary.

Qualifications
• Associate's Degree in Computer Science, Information Systems, etc. or equivalent work experience.
• Technical training certifications preferred.
• Experience with PC hardware/software support and configuration.
• Knowledge of Windows/Macintosh operating systems and ability to troubleshoot issues and demonstrate problem solving techniques for local and remote users.
• Exceptional customer service experience and proven ability to provide high quality customer service via the phone and email.
• Advanced knowledge of MS Office products (i.e. Word, Excel, PowerPoint), Internet Explorer; and Outlook with an Exchange based email system with experience in assisting others with the use of these products.
• Basic understanding of configuring and supporting IT equipment in a Corporate/business setting
• Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail.
• Strong interpersonal skills and ability to communicate (verbal/writing) effectively.
• Self-motivated and strong analytical / problem solving skills.
• Ability to collaborate at all levels of the organization and across other functional areas.