Desktop Service Technician

The starting wage for this position will be between $25 - $31/hour depending on experience.

Desktop Services provides escalated technical support and services from the Service Desk for all computer users in all divisions of Shamrock Foods Company. This position supports a 24/7 work environment.

• Follow written and verbal instructions/directions
• Follow all ticket handling and escalation procedures
• Identify, troubleshoot and resolve system hardware and software problems
• Communicate time sensitive or critical technical information to Shamrock associates
• Monitor and investigate re-occurring problems
• Investigate problems and perform root cause analysis
• Answer, record, solve, and track calls/requests from users
• Provide comprehensive technical support services to Shamrock employees and customers
• Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
• Apply critical thinking skills and troubleshooting methods to either resolve or escalated issues to the appropriate technical support team.
• Take all necessary steps to ensure total customer satisfaction
• Create, submit as well as manage escalated detailed tickets documenting customer interactions.
• Accuracy, thoroughness, and timeliness are key call logging components
• Confirm and update customer profile information as needed.
• Promptly notify management of any potentially “dissatisfied” customers
• Follow all documented escalation processes and procedures
• Maintain technical proficiency in Shamrock supported systems and applications
• Active participation in department organized training events and staff meetings.
• Contribute current technical information and best practices concerning Shamrock proprietary applications to the Documentation Reference Library or other Shamrock knowledge distribution channels.
• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
• Possess decision making skills
• Facilitate communication and document outages time lines
• Open/facilitate communications for the call-in bridge line
• Assist in directing technical resources to work through outage issues to resolution.
• Understand and follow time sensitive escalation procedures
• Document, track, analyze and follow up on all issues escalated from the Service Desk.
• Analyze data to reduce costs and improve service levels and MTTR (Mean time to repair)
• Identify reoccurring problems - suggest solutions
• Identify and remove waste to streamline business processes
• Understand how to maintain user access to Shamrock Foods Enterprise Network and individual applications.
• Understand how account creations are completed for all Shamrock systems and applications
• Account Terminations
  - Lock-down/remove access to all SFC systems applications
• Internet account administration
  - Removes internet access for associates who abuse internet privileges or receive virus alerts
• Password administration
• Regular and reliable attendance.
• Other duties as assigned

• Excellent verbal and written communication skills
• Basic Microsoft Office Suite, Windows Operating Systems and Internet applications support
• Basic problem solving, troubleshooting, and organizational skills
• Basic experience with escalation and common IS follow up procedures
• Capable of typing at least 35 WPM
• Positive attitude and strong work ethic
• Proactive, energetic, strong sense of urgency works well with others in a team oriented and fast paced environment, solid interpersonal skills, ability to adapt to change
• Available to work flexible hours to support 24/7 support environment

At Shamrock Foods Company, people come first – our associates, our customers, and the families we serve across the nation. A privately-held, family-owned and
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