IT Help Desk

About POET

At POET, it is our mission to be good stewards of the Earth by converting renewable resources to energy and other valuable goods as effectively as humanly possible. For over thirty-five years, our drive and passion to change the world has enabled us to become the largest producer and marketer of bioethanol and a leader in sustainable products in the world.

We’re all on the same team. We always communicate. And we park our egos at the door. These aren’t just slogans on our walls. It’s the way we do things  provide an environment for team members to maintain a healthy work-life balance. It’s the best way to optimize health, wellness, and productivity in a sustainable way. We work hard. We play hard.

We have frequent team events, volunteer efforts, and we know how to celebrate wins!

In POET Information Technology (IT), we proactively deliver a high level of service to empower our business units to create more value for POET. We work closely as a team, in a fun, fast-paced, changing environment to plan, execute and support IT initiatives. We recognize our end users as partners and work together to provide innovative and current solutions.

An IT Help Desk team member at POET provides first level technical support and guidance to users by responding to inquiries, troubleshooting and resolving problems for all software and hardware issues; printer support (Canon, HP and Dell); escalating and dispatching appropriate IT personnel as needed; communicate technical issues with team members to research and implement solutions; document inquiries and resolutions in the Help Desk trouble ticketing system;

communicate all changes to appropriate IT management; keeps skills in relevant technologies up to date and takes steps to constantly improve those skills.

This is an on-site role located in Sioux Falls, SD.

Responsibilities include:

• Adhere to all security practices and procedures to safeguard company resources.
• Provide a high level of service while supporting end users. Support includes laptops, desktops, cell phones, IP phones, and voicemail systems.
• Successfully troubleshoot issues both independently and in collaboration with all available resources.
• Work with technical support team members from external organizations to troubleshoot and repair hardware, software, and telecommunications systems.
• Manage internal requests for system issues or enhancements by prioritizing issues, communicating status to affected parties, and updating the Help Desk trouble ticketing system. The Help Desk trouble ticketing system is utilized to track user issues and provide IT with metrics to track user satisfaction.
• Provide routine and emergency support to team members in person, over the telephone, and/or through remote support systems.
• Travel to remote sites as necessary to support operations.
• Assist other IT personnel in the completion of projects as assigned by the appropriate supervisor, manager, or the IT Director.
• Communicate frequently with end users as well as other support teams.
• Foster a culture of safe behavior and environmental compliance at all times.
• Maintain a team environment at all times and champion POET in the community.
• Since we’re all about teamwork and getting the job done, your skills may be put to a lot of other uses!

• Associate’s degree in a technical field or equivalent experience.
• 1–3 years of experience supporting the following competencies:
• Working knowledge of Windows-based computer systems, computer hardware and software applications; local area networks.
• Specific knowledge and experience with Windows operating system based PCs and laptops.
• Familiarity with TCP/IP protocols, phone and network servers as well as other related hardware.
• Troubleshoot PC, Printer and non-application support software problems until resolution is achieved.
• Ability to troubleshoot hardware and software problems.
• Install and upgrade hardware and desktop software.
• Knowledge of the basics of Microsoft Office Suite and the ability to learn new programs.

• High level of personal integrity.
• Interpersonal skills – ability to…