Information Technology Help Desk

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Company Description

O&H Danish Bakery is a four-generation family bakery with over 70 years of experience in producing the finest Danish bakery products. The bakery operates five retail locations in and near Racine, WI, and offers worldwide delivery through its mail order business. O&H Danish Bakery is dedicated to maintaining "old world" baking traditions and a commitment to quality.

Role Description

IT Help Desk Technician who provides end user support for hardware, software, peripherals, and networking. The role involves maintaining various systems such as the REVEL Point of Sale, VOIP Talk Desk, Google Workspace, and Microsoft Office Suite, while providing technical support, help desk tracking log, and feedback on trends and patterns. This role is a part of a fast-growing small business;

therefore, attention to detail is a critical skill in this role and this individual must be able to work in a dynamic fast-paced environment while functioning with the highest integrity.

Qualifications

• Maintain the REVEL Point of Sale solution being used at our retail stores: iPad iOS updates, Revel POS app updates, and credit card swipes.
• Maintain the Retail Store’s VOIP Talk Desk solution: PCs kept current, handsets functioning, training on problem resolution to store staff.
• Provide application support for Microsoft Office 365 & Google Workspace.
• Provide technical support (ticketing system, email, phone call etc.) to corporate and remote users investigating software, hardware, fax, phone, and network issues to a workable solution.
• Maintain a help desk tracking log ensuring timely resolution of problems, documenting solutions to problems, and recommending fundamental changes to prevent recurrences.
• Provides feedback on problematic trends and patterns in technical support to team lead and/or supervisor.
• Collaborate with other IT staff or related vendors including network services, software systems and/or application development to restore service and/or identify problems.
• Maintain a list of hardware assets and associated software usage/subscriptions.
• Apply and keep current firmware and operating system updates on all deployed IT equipment.
• Routine inspection and cleaning of IT equipment.
• Assist the Human Resources Department with new employee on-boarding profiles for email, computer access, and access to other required systems and/or devices.
• Perform other duties and responsibilities as requested or required.

Knowledge and Skills Required:

• A high school diploma is required.
• An associate degree or specialized training in IT field preferred.
• Minimum of one year of previous IT experience required.
• Strong customer service skills and ability to work under pressure; ability to maintain awareness of and seek to meet the needs and wants of the user without being prompted.
• Proficient knowledge of printers, desktops, laptops, tablets, and networking equipment.
• Proficient knowledge of Microsoft Office solutions (Word, Excel, PowerPoint, etc.).
• Ability to problem solve, learn quickly, and multi-task.
• Good verbal, written and interpersonal communication skills.
• Solid organizational skills and the ability to handle multiple projects simultaneously.
• Proficient with Microsoft Windows 10 and 11.
• Comptia A+ certification is a plus.
• Knowledge of ITIL is a plus.

Entry level

Full-time

Information Technology

Food & Beverages