IT Helpdesk Specialist

Join the California Dairies, Inc. (CDI) team, a farmer-owned cooperative dedicated to sustainably producing the highest quality dairy products while fostering a culture of innovation and collaboration. CDI products are delivered locally and around the world.

Our state-of-the-art Extended Shelf Life (ESL) and Aseptic Ultra High Temperature (UHT) dairy bottling facility, Valley Natural Beverages, produces premium beverages in various formats, and these shelf-stable products are shipped globally.

We encourage you to be part of our team that's shaping the future of dairy, right from the heart of California

We offer a generous total rewards package that includes:

• Hourly Range $23.66 - $33.58
• Family medical/dental/vision
• Generous company contributions to 401k
• Relocation Assistance
• 11 Paid holidays
• Paid vacation
• Tuition reimbursement

Job Summary

The IT Helpdesk Specialist will provide technical assistance to CDI users to maximize computer system capabilities, resolve network issues, and install and configure hardware and software. This role will handle all users' technical issues, provide timely customer feedback, and support the rollout of new applications, among other duties.

Essential Functions:

• Provide first and second-level IT technical support through phone, email, in-person, and chat support.
• Tracking and coordinating with the end user on all necessary steps.
• Act as liaison between end user and management support when needed.
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets, and group assessment and modifications).
• Communicate with customers at all levels of technical and non-technical skills sets.
• Updating the company website with tech tips and brief documents.
• Acquire, set-up and deploy computer systems to users.
• Work collaboratively with people across the organization.
• Provide IT technical support to PCs, workstations/laptops, servers, printers, mobile devices, routers, switches, scanners, etc.
• Support end-users in their use of applications such as Microsoft Office, document access, CRM, ERP, and other enterprise applications.
• Perform post-resolution follow-ups to help requests.
• Support technology and audio-visual services at management and executive events at off-site locations such as the Quarterly Management Meetings, Board Meetings, and Conference events.
• Identify and learn appropriate software and hardware used by the organization.
• Report any technical issues in a timely fashion.
• Participate in training on tools, processes, policies, and soft skills as required.
• Participate in improvement/enhancement projects related to support.

Supervisory Responsibilities

This position does not have direct reports.

Skills and Abilities

• Excellent troubleshooting skills and hands-on experience with various operating systems.
• Experience and working knowledge with Microsoft Azure Infrastructure as a Service platform, including planning, configuration, optimization, deployment, and cost management.
• Experience with Windows Server 2012-2019 and Windows 10 features and services.
• Knowledge of Directly Connected and Virtualized Server architectures utilizing VMware, vCenter and ESXi, vSAN, High Availability for 24/7 environments.
• Ability to identify, analyze and troubleshoot a wide range of complex technical computer and network related problems effectively
• Listen and communicate information to wide range of users and vendors at all levels of skill
• Deliver support both in person and over the phone in a professional manner.
• Follow all safety and working rules.
• Must have the ability to get along with co-workers, management personnel, customers, vendors, and employees in accordance with the company policies and working rules while ensuring a harmonious and conducive work environment.
• Good Customer support and incident management.

Qualifications

• AS degree is required.
• Minimum of 3 years' experience working in an IT Service Desk or inbound IT Support Call Center environment.
• Hands-on experience with support, installation, maintenance, and tools in multi-tier enterprise environments with a strong working knowledge of networking technologies, PC troubleshooting, and tools.
• Experience using ITSM Ticketing tools to manage and track incidents preferred.
• Understanding of ITIL is strongly recommended.
• Certification in relevant IT products/technologies like:
  • CompTIA A+
  • Network +
  • Security +
• Microsoft Windows 10 and Windows Server 2012-2019.
• Hardware deployment (Servers, PC's, printers, scanners, and other peripherals for business needs).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The company will make reasonable accommodations that do not cause an undue hardship to the company if such accommodation enables individuals with disabilities to perform the essential functions of the position.

• Sitting/Standing/Walking: Each workday the office personnel spend about 75% of their time sitting at their desk while performing computer or manual accounting and other clerical duties. They walk short distances to retrieve and replace files, to photocopy or fax documents, and to interact with other office personnel.
• Lifting/Carrying: Each workday the office personnel rarely carry items weighing over 15 to 20 lbs. Most items would be files or documents weighing less than 10 lbs., and most would be carried short distances. They are directed to seed assistance for heavier items such as a full box of photocopy paper.
• Pushing/Pulling: Each workday the office personnel may occasionally push or pull files, stacks of documents, or boxes of documents, which may be in files or on shelves at any height. They are directed to seek assistance for anything heavy.
• Bending/Stooping: Each workday the office personnel frequently squat or kneel to retrieve and replace files and documents in file drawers or on lower shelves.
• Squatting/Kneeling/Crawling: May assume any combination of these positions during clean-up duties, including kneeling on the floor and crawling under equipment. He/she may squat to use legs for leverage when using a large wrench to open product presses.
• Twisting/Turning: Each workday the office personnel extensively twist, turn and move their head, neck, shoulders, arms and hands at various angles performing heavy computer input, and comparing information from their computer monitor with paper documents. While standing or sitting at their workstation, they occasionally twist or turn to retrieve or replace something form an area beside their workstation.
• Climbing/Balancing: Each workday the office personnel may need to walk up and down stairs several times throughout a day.
• Reaching: Each workday the office personnel may reach overhead to retrieve or replace files or documents on high shelves.
• Grasping/Manipulating: Each work day the office personnel need full range of motion in both hands for heavy computer input and for using other office equipment including calculators, typewriter, and fax machines as well as for sorting through and organizing large stacks of documents.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The company will make reasonable accommodations that do not cause an undue hardship to the company if such accommodation enables individuals with disabilities to perform the essential functions of the position. The work is performed in an office environment.

The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

ADA/FEHA

The Company will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and amendments and California's Fair Employment and Housing Act.

EEO

The Company is an equal employment opportunity employer.

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