IT Help Desk Support

Position: IT Help Desk Support I
Description

JOB TITLE: IT Help Desk Support I

JOB PURPOSE AND SUMMARY

To support, assist and coordinate activities in computer operations by performing the following duties and responsibilities.

Support the review, understanding and compliance of all programs, policies and procedures contained in the Master Food Safety and Quality Management System.

DUTIES AND RESPONSIBILITIES

% OF

ITEM TIME JOB FUNCTIONS

25% Provide basic help desk support by troubleshooting issues with end user desktop/laptop, printer, copiers, and software. When needed, open tickets with software/hardware support companies to assist with specific user issues. Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers. This includes providing remote assistance whenever needed to remote users, as well as other facilities when needed.

2. 20% Setup and configure all new workstations for users, making sure to move all required data from the old workstation to the new one. Once completed, verify that all required applications are in working order for the end user.

3. 20% Administer, desktop computers, printers, copiers, security updates and patches. Adjust hours of work, priorities, and assignments to ensure efficient operation, based on work load. Meets with users to determine quality of service and identify needs.

4. 20% Open tickets and document all troubleshooting procedures taken and resolution of the issue. Provide end users with timely written and oral updates regarding their support issue. Take action to prevent the issue from occurring.

5. 10% Assist with evaluating new software and hardware to determine usefulness and compatibility with existing software and hardware. As well as assisting with evaluating proposed data processing projects to assess adequacy of existing hardware, and recommends purchase of equipment.

6. 5% Perform other duties as needed or assigned by supervisor.

TOTAL 100%

POSITION DIMENSIONS AND QUALIFICATIONS

Internal Contacts:

Corporate Management, Management Team in all departments, employees and network users

External Contacts:

Vendors, customers and contractors.

Education Level and Focus:

High school or equivalent. Technical or Vocational School Certification in Computer Science or related highly desired; A combination of years of experience and education will be acceptable.

Years and Type of Related Experience

Required:

Basic troubleshooting of computers/networks.

Manufacturing experience preferred.

Excellent communication skills.

SKILLS AND ABILITIES

Interpersonal and Communication:

Must have excellent oral and written communication skills. Possess the ability to convey technical applications to non-technical personnel. Exercise good judgment in problem solving situations. Must be personable and self-motivated and conduct themselves in professional manners.

Technical and Analytical:

Must have excellent organizational skills. Requires great attention to detail. Reliable and punctual with reports and presentations. Possess good safety habits.

Physical Demands:

Physical and mental demands, including standing for long periods of time, mix of office and plant work. Must be able to work extended hours on occasion and be willing to travel up to 10% of the time. May need to install or repair cables with the use of proper safety gear in high locations using a scissor lift. This is a Safety Sensitive position.

Work Environment:

Food plant, cold, hot and humid conditions, wet floors, high noise levels, forklift and pedestrian traffic.

This is a Safety Sensitive Position.

Special Equipment Used:

Computers, hardware and software