Service Desk Analyst

Foremost Farms USA is one of the largest, leading dairy cooperatives in the United States and major dairy food and ingredients manufacturing business. We represent hundreds of Midwest dairy farmer members located in seven Midwest states, and we produce about 500 million pounds of cheese and 50 million pounds of butter in plants across our network every year. "We Bring Dairy to Life" in eight manufacturing plants across Wisconsin and Michigan and in our headquarters in Middleton (Madison), Wisconsin;

and we're looking for employees who are innovative and aim for excellence in our wide variety of production, field and business roles. Join us!

JOB TITLE
:
Service Desk Analyst I

POSITION TYPE
:
Full time

CLASSIFICATION
:
Non‑Exempt

This position delivers professional customer support of technology services to Foremost Farms employees and stakeholders. As a member of the Service Desk team, it delivers onsite and remote support and provides high quality technology experiences to the people they support. The position fulfills requests and resolves incidents ensuring that consistency and quality is maintained and that service targets are met in accordance with all company policies and procedures.

The position is expected to work effectively as a member of the Service Desk team and its on‑call rotation to provide service and support and proactively drive service improvements.

IT Customer Support

• Provide prompt, professional IT customer support via all support channels including walk‑up, email, phone, and chat
• Promote a professional Service Desk image

IT Incident and Request Management

• Resolve incidents and fulfill requests according to SLAs
• Perform troubleshooting with customers
• Record and track incidents from onset to conclusion
• Identify and classify incident types and service interruptions
• Document symptoms and resolutions
• Engage with other teams to resolve complex or unresolved incidents
• Use experience to address customer issues
• Interrogate knowledge bases for potential solutions

IT Service Management and Continuous Improvement

• Follow ITSM processes for Change, Problem, and Knowledge management practices
• Apply, monitor and understand service standards
• Monitor service delivery channels and collect performance data
• Assist with the specification, development, research and evaluation of service
• Apply these standards to resolve or escalated issues and give technical briefings to staff members

User Provisioning and Onboarding

• Assist with new user IT training
• Provisions and deprovisions user accounts
• Fulfill access requests

Perform on‑call responsibilities

• Follow schedule with other team members to be on‑call 24/7
• Act systematically to respond to day‑to‑day operational needs and react to them, avoiding service disruptions and maintaining coherence to SLA and information security requirements

Other related duties as assigned.

• Facilitate trusting relationships through effective communication, follow through on commitments, resolving conflicts and recognizing the good work of others.
• Regularly challenge the status quo by identifying opportunities for improvement, challenging the current state, and understanding that change and growth are ongoing.
• Develop innovative solutions by bringing and supporting new ideas and thinking.
• Demonstrate agility and resilience with open mind, flexibility, and support of others in difficult situations.
• Communicate to share relevant information proactively and brings others along.

• Job Setting: hybrid; remote and corporate office as needed. On‑call rotation responsibilities.

• Medical, Dental, and Vision Insurance – Flexible coverage with options to meet the needs of you and your family.
• 401(k) Retirement Plan – 100% company match on up to 8% of your contributions.
• Generous Paid Time Off – Start with 200 hours of PTO (pro‑rated for first year).
• 10 Paid Holidays – Enjoy time to rest and recharge.
• Pai…