Senior IT Service Center Coordinator

2 weeks ago

Livingston, California, United States Foster Farms Full time
Job Overview

Company Overview:

Foster Farms has been dedicated to serving families since 1939, consistently providing high-quality poultry products. Our core values of excellence, integrity, quality, and service are reflected in our commitment to our valued TEAM Members.

At Foster Farms, we are continuously seeking skilled individuals to enhance our TEAM. While we offer the resources of a large organization, we maintain a family-like atmosphere. A significant portion of our job openings is filled through internal promotions, encouraging TEAM Members to explore diverse experiences across various functional areas.

Position Purpose:

The primary role of the Lead Service Center Analyst is to oversee the daily operations of the IT Service Center. Working closely with the Service Center Manager, this position is responsible for ensuring that all Service Center Analysts are effectively trained and supported. The Lead Analyst acts as a liaison between the Service Center, other IT teams, and end-users, addressing escalated issues and performing additional tasks as directed by the Service Center Manager. The objective is to enhance internal productivity by swiftly responding to support requests, minimizing equipment downtime, and improving customer proficiency through various support channels.

Key Responsibilities:
  • Manage the daily functions of the Service Center, ensuring timely and efficient ticket resolution.
  • Serve as a point of escalation for Service Center staff, providing guidance and solutions for complex issues.
  • Coordinate training initiatives for all Service Center personnel.
  • Organize workshops, overview sessions, and instructional tours.
  • Advise the Service Center Manager on technological improvements.
  • Participate in projects to ensure customer support needs are met prior to implementation.
  • Develop and maintain Standard Operating Procedures related to installation, security, and training.
Additional Duties:
  • Perform other responsibilities as assigned by the Service Center Manager.
Qualifications:

Minimum Requirements:

  • Combination of education, training, and experience that provides the necessary knowledge and skills.
  • Experience in both independent and collaborative team environments.
  • 3+ years in a Service Center, Help Desk, or Desktop Support role.
  • 3+ years of experience troubleshooting desktop, laptop, printers, and peripherals.
  • 3+ years of experience with Windows and MS Office applications.
  • Self-motivated and capable of making sound decisions with minimal supervision.
  • Effective communication skills with non-technical staff, IT personnel, and business teams.
  • Ability to articulate effectively with various levels of management and team members.
  • Strong organizational skills with the ability to prioritize tasks in a dynamic environment.
  • Excellent customer service and interpersonal skills.
  • Proven analytical and problem-solving abilities.
  • Service-oriented mindset with a passion for assisting others.
  • Ability to lift up to 50 lbs.

Preferred Qualifications:

  • Bachelor's degree in computer science, information systems, software engineering, or equivalent experience.
  • 3-5 years of IT experience in a large organization with progressive responsibilities.
  • Flexibility to work various shift schedules.
  • Experience in gathering and documenting business requirements.
  • Experience in the consumer products industry is highly desirable.
  • Potential for career advancement within the organization.
Physical Requirements:
  • Reliable transportation is necessary.
  • Must possess or be able to obtain a valid driver's license.
  • Occasional overnight travel may be required.
  • Consistent attendance at the assigned office is expected.
  • Ability to sit for extended periods.
  • Capability to drive to various company and vendor locations.
  • Proficiency in working on a computer for prolonged durations.
  • Ability to manage high-stress situations effectively.
  • Maintain composure when addressing challenging issues.

Confidentiality Notice:
All information will be kept confidential in accordance with EEO guidelines. Foster Farms is an Equal Opportunity Employer, encouraging applications from minorities, females, veterans, and individuals with disabilities. Foster Farms participates in E-Verify during the hiring process for all new TEAM Members.

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