IT Support Specialist

3 weeks ago

Boise, Idaho, United States Darigold Full time

Job Summary

Darigold is seeking a skilled 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.

Key Responsibilities

  • Provide phone support, triage incidents and requests, troubleshoot, project work and occasional travel to remote sites.
  • 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.

Requirements

  • 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

  • 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.

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