Engineer, HelpDesk​/Support

Overview

IT Help Desk Analyst – Your Opportunity as the Analyst IS Support Services. As a Support Services team member you provide insightful advice and friendly technical support to users in need. You diagnose hardware and software issues, explain situations with patience and empathy, and offer solutions to quickly get users up and running again. You stay conscious of users' time demands while juggling multiple customers.

You fulfill Smucker's service commitment with style, speed, and skill, earning the trust of customers and coworkers by offering guidance, knowledge, tips, and training.

Location:

McCalla AL

Work Arrangements:
Onsite

• Provide Tier I & Tier II support for mobile devices (smartphones, tablets, pads)
• Provide Tier I & Tier II support for Microsoft O365 desktop operating systems and software to end-users
• Image, configure, and deploy computers in a manufacturing environment
• Deploy and repair local and network printers
• Install and configure software applications
• Install and support VPN client software
• Support the needs of enterprise users both onsite and remotely
• Provide after-hours support as needed
• Document (create/update) Standard Operating Procedures (SOPs)

We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we support every employee by meeting their physical, emotional, and financial needs.

• Strong people skills and an aptitude for problem solving
• Strong customer service skills
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues
• Ability to adhere to a schedule of customer appointments
• Ability to manage relationships with vendors
• Ability to work independently with limited in-person supervision
• Team player
• Skilled in the Microsoft Office applications

• Bachelor’s degree
• Previous experience in a Help Desk or support position
• Knowledge of the Service Now Platform