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IT Service Desk Technician

2 months ago

Boise, United States Darigold Full time

Darigold is seeking a motivated IT Service Desk Technician to provide internal support for company computer systems, desktop PC hardware and software systems. This role is the first line of support for the IT organization; monitoring systems, scheduled events and automated error reports, so that issues are captured and resolved with minimal consequences and downtime for users. The IT Service Desk is the central communication hub for capturing companywide incidents and requests to the IT organization. This position consists of providing phone support, triaging incidents and requests, troubleshooting, project work and occasional travel to remote sites. The ideal candidate must be able to operate under minimal supervision.

Darigold is the fifth largest dairy cooperative in the United States based on milk volume, and one of the largest privately held organizations headquartered in the state of Washington. Since 1918, our producers have taken pride in producing dairy products with unsurpassed quality. Today we are one of the nation's largest agricultural cooperatives, producing over 8.5 billion pounds of milk every year. Through innovative technology and our efficient, flexible production capabilities, we deliver value-added products and customer-driven solutions. Darigold is now known throughout the world for bringing fresh, wholesome dairy products and ingredients from the Northwest to people all around the globe.

What You Will Do:

  • Serve as the first point of contact or as a point of escalation for IT incidents and requests.
  • Adhere to and support the IT SLAs and processes.
  • Create and update documentation as needed.
  • Occasional travel to facilities may be necessary.
  • Monitor servers, systems and scheduled events to capture when errors and issues occur.
  • Capture, resolve and route end user-requests regarding PC, printer, Oracle applications, Microsoft applications and any other enterprise software solution in-use at Darigold.
  • Respond to requests for systems assistance via phone and electronic communication; document, track, route and monitor issues/requests to ensure timely resolution.
  • Research questions using available information resources and utilize remote assistance software to troubleshoot, diagnose and resolve system issues; advise users on appropriate action(s).
  • Follow standard IT Service Desk procedures; log all interactions; redirect or escalate problems to appropriate resources as needed; identify and escalate situations requiring urgent attention.
  • Assist the IT department when major disasters or major infrastructure changes occur, often by functioning as a Communication Command Center.
  • Other projects as assigned by IT Management.
  • Provide 7 X 24 On-Call support for a 1-week period as part of a rotation.
What You Bring:
  • High School diploma or equivalent required.
  • 2-3 years of relevant work experience required.
  • Experience with Microsoft Office Suite, ITIL and Service Now preferred.
  • A+ certification preferred.
  • Valid Driver's License.
  • Must be able to follow documented instructions and escalations.
  • A commitment to always providing the highest level of customer service along with a desire to take ownership of incidents and requests.
  • An appreciation for good documentation and a willingness to contribute to Darigold's knowledgebase.
  • Strong Knowledge of PC hardware and software - installing, configuring, diagnosing, and troubleshooting.
  • Current knowledge of information technologies (Desktop computing, Client Server Environment, Printers and Print Servers).
  • Strong organizational and time management skills.
  • Knowledge of PC imaging and deployment techniques.
  • Familiarity with Microsoft Azure.
  • Basic Active Directory knowledge.
  • Knowledge of Mac OS a strong plus.
  • Troubleshooting connectivity and other network issues across a WAN.
  • Experience with configuring and administering VoIP phone systems a plus.
  • Familiar with Linux systems and accessing SQL databases a plus.
  • Job scheduler experience and EDI background a plus.
  • Work in a team and individually as required.
  • A strong desire to follow policies and to monitor security.
  • Strength in formal (written) and informal (verbal) communication skills.
Benefits of Working at Darigold:

We understand that as an employee, benefits that support you and your family in and out of work are important. We're proud to offer eligible positions a competitive total rewards package that includes:
  • Employer 401K contribution of up to 9%
  • Comprehensive medical, dental & vision benefits
  • Employer paid life & disability coverage
  • Paid time off and paid holidays
  • 8 weeks paid parental leave
  • Education assistance
  • Employee assistance program
  • Access to great dairy products & participation in our employee butter purchase program

Our Commitment to Diversity:

Achieving our vision to Lead Dairy Forward requires cultivating and supporting a team with varying backgrounds, experiences, and perspectives. We are committed to providing a workplace based on mutual respect where all employees feel included and can bring their best and authentic selves to work every day. We are proud to be an Equal Opportunity Employer and Affirmative Action Employer. We welcome all qualified applicants without regard to race, color, national origin, sex, gender identity and expression, age, sexual orientation, veteran status, disability, marital status, creed, religion, genetic information or any other characteristic protected by federal, state, or local law. As a condition of employment applicants offered a role will be required to successfully pass our pre-employment background screen, receive a negative drug screen result & confirm eligibility to work in the U.S. We participate in E-Verify - please follow the links for details, English / Spanish & view our Right to Work Statement, English / Spanish.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)