IT Service Desk Specialist

Position: IT Service Desk Specialist I

IT Service Desk Specialist I

Apply for the IT Service Desk Specialist I role at Idaho Milk Products.

Department

IT

Location

Main Plant, Jerome, Idaho

Employment Status

Full time

Reports To

IT Manager / IT Systems Administrator

Shift

Monday to Friday, 8:00am to 5:00pm. Subject to change based on business need.

Number of Openings

1

Shift Detail

Monday to Friday, 8:00am to 5:00pm. Subject to change based on business need.

Benefits

• Medical, Dental, Vision
• Disability, Life Insurance, Flexible Spending Accounts, Supplemental Insurance
• Vacation, Holiday Pay, Personal Time Off (PTO)
• 401(k) plan with a company match

Position Summary

The Information Technology / IT Service Desk Specialist I is a member of the IT Service Desk team which provides IT services to the company’s business users. This position is responsible for managing IT incidents and service requests with excellent customer service. This includes being the first line of support and often the single point of contact by handling communication between the IT department and end users.

The IT Service Desk Specialist I maintains computer systems and applications for maximum utilization by business users and provides troubleshooting and technical assistance over the phone, in person, or other electronic communications as well as performing a variety of maintenance, evaluation, installation, and training tasks. The IT Service Desk Specialist I should be a self-starter capable of participating in multiple tasks and projects with competing priorities and timelines.

The position requires a proactive approach to continual learning and development and is included in the IT on‑call rotation schedule.

Essential Functions, Duties and Performance Responsibilities

• End-User Support
  • Provide prompt and friendly IT support for incoming incidents and requests via phone, in person, email, ticketing system, or by any other means.
  • Troubleshoot and resolve issues related to IT computing systems including hardware and software, mobile devices, end‑user peripherals, printers, and basic network connectivity.
  • Escalate complex issues to IT Service Desk Specialist II or higher-level internal support or external vendor support as needed.
• Device and OS/Application Management
  • Install, configure, repair, and maintain computers and other end‑user equipment, mobile devices, systems, and applications/software.
  • Perform routine hardware and software upgrades, application/software patching, and preventive maintenance according to vendor and company standards.
  • Support Microsoft Windows 11, Microsoft 365, Active Directory Domain Services, and basic network services.
  • Set up and maintain network printers and toner supplies.
• Documentation and Knowledge Sharing
  • Accurately document incidents, resolutions, and work performed in the IT support ticketing system.
  • Create, develop, and update self‑help guides, FAQs, training materials and knowledge base articles for end users and IT staff.
  • Conduct IT onboarding sessions for new hires or promoted employees.
• Asset and Inventory Management
  • Track and manage inventory of all IT assets including hardware, software, and user accounts.
  • Assist with the IT procurement process – evaluate, recommend, and purchase IT equipment with IT management’s approval.
• Security and Compliance
  • Maintain confidentiality of sensitive information and adhere to company security policies and procedures.
  • Support and conduct basic IT security practices (password resets, user access management, device encryption, principle of least privilege, etc.).
• Other Duties
  • Participate in IT on‑call rotation and respond to after‑hours emergency support incidents as needed.
  • Perform ongoing cross‑training with IT staff on core support tasks and essential duties to ensure adequate coverage during periods of staff vacation, PTO, and other absences.
  • Perform ongoing learning and development.
  • Perform other related duties as assigned by IT management.

Position Specifications / Qualifications

• Education
  • Required:
    
    High school diploma / GED or equivalent work‑related experience.
  • Recommended:
    Associate degree or equivalent in relevant field.
• Skills and Experience
  • A minimum of 1-3 years of hands‑on IT support experience (entry‑level).
  • Demonstrated…