Help Desk Technician

Company Overview:

Computer way Food Systems is located in High Point, NC. Incorporated in 1986, Computer way provides food manufacturing companies in the US, Canada and Latin America with overhead sizing, grading and weighing lines as well as fully integrated computerized production and inventory systems for food processing plants.

The primary responsibility of the Help Desk is technical support of Computer way systems. The proprietary systems involve production and inventory software controls, using multiple devices on multiple operating systems and platforms. The Help Desk Technicians have to be familiar with all of the software applications, tools and the custom integration of specialized systems in each customer’s operations. Most support communication occurs via phone and email making strong communication skills a definite prerequisite.

Technicians must be detail oriented with the ability to communicate well with others both technical (ex. Programmers) and less technical people (ex. customers, managers, or users). The CFS Help Desk is 24x7, averages over 200 calls per month, and supports over 100 sites.

During times of low ticket volume, the Help Desk is also responsible for quality control through testing software updates, fixes, and/or full development releases. Technicians must possess time management skills and be goal oriented in order to meet testing deadlines.

This is not a remote position.

• Support customers via phone or email; connecting remotely to systems to identify, assess and/or fix issues.

• Develop and maintain effective relationships with customers and knowledge of their operations within high standards of customer service and professionalism.

• Software quality control testing; based on written specifications, configure test scenarios with detailed documentation of tests/results.

• Coordinate multiple activities and priorities with limited supervision.

• Assist with setting up and testing new systems and other special projects as needed.

• Provide quality results in a timely manner with organization and efficiency.

• Assist with setting up and configuring new systems (servers, PCs, scanners, etc.)

• Bachelor’s Degree or equivalent

• Customer relations experience, 4+ years

• Proven effective communications, verbal and written; strong attention to detail

• Ability to present solutions and ideas in user-friendly, business-friendly and technical language

• Technical experience with databases, Linux, SQL

• Ability to learn quickly, adapt to steep learning curves and complex applications

• Highly self-motivated and directed, illustrating initiative, flexibility and enthusiasm

• Possess strong analytical, troubleshooting and problem solving skills in data related areas

• Must be able to alternate weekends (on-call rotation), schedule varies as needed – with limited, occasional travel (for training purposes)

• During training Technician will be required to work 1st shift. Upon completion, the Tech will transition to permanent shift.

• Fluency in Spanish – not required but highly desirable

We offer competitive wages, medical, dental, and 401K plans.

No phone calls please. See website for additional company information:

• Weekend on-call support will be remote.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

• Bachelor's (Required)

• Help desk: 2 years (Required)
• Command Line Troubleshooting: 1 year (Required)
• SQL: 1 year (Required)
• Linux: 1 year (Required)

• Day Shift (Preferred)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location:

In person