IT Service Specialist

3 weeks ago

Sioux Falls, South Dakota, United States POET Full time

At POET, we strive to be good stewards of the Earth by converting renewable resources to energy and other valuable goods as effectively as possible.

We offer attractive relocation assistance and bonus programs for qualifying positions and/or locations, as well as competitive pay, including shift premium pay for qualifying positions.

Our quarterly profit-sharing bonuses and bi-annual incentive bonuses demonstrate our commitment to recognizing team member contributions.

We provide individual and family plans for health, dental, and vision insurance, including a generous employer Health Savings Account contribution.

Our onsite fitness centers or fitness reimbursements promote a healthy work-life balance.

We offer paid time off and paid holidays, as well as tuition reimbursement and safety and cold weather gear reimbursements.

In POET Information Technology, 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.

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.

They escalate and dispatch appropriate IT personnel as needed, document inquiries and resolutions in the Help Desk trouble ticketing system, and communicate all changes to appropriate IT management.

They also work with technical support team members from external organizations to troubleshoot and repair hardware, software, and telecommunications systems.

Additionally, they 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.

They provide routine and emergency support to team members in-person, over the telephone, and/or through remote support systems.

They also travel to remote sites as necessary to support operations and assist other IT personnel in the completion of projects as assigned by the appropriate supervisor, manager, or the IT Director.

Maintaining a team environment at all times and championing POET in the community is essential for this role.

Working knowledge of Windows-based computer systems, computer hardware, and software applications, as well as local area networks, is required.

Specific knowledge and experience with Windows Operating system-based PCs and laptops, familiarity with TCP/IP protocols, phone and network servers, and other related hardware are also necessary.

The ability to troubleshoot hardware and software problems, install and upgrade hardware and desktop software, and willingness to travel with occasional overnight stays are also required.

An associate's degree in a technical field or equivalent experience is preferred.

Knowledge in Microsoft Office Suite and the ability and willingness to learn new software applications are also essential.

This position operates in an office environment and requires sitting for approximately 90% of the time while working on a personal computer.

POET complies with all applicable federal, state, and local laws regarding hiring and employment.

Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.

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