Helpdesk Technician Level I

Job Overview

Are you someone who is driven, and enjoys being challenged to be better than average?  This position requires a high level of back-and-forth communication skills, professional maturity, and the ability to work with a wide variety of personalities within and outside the company.  Strong organizational skills, enjoys working in a fast-paced environment, and the ability to manage multiple projects effectively is required.

Innovative Ag Services is a full-service farm cooperative offering a complete line of supplies and services. We provide value-added products and services to over 5,000 members in the grain, agronomy, feed, and energy markets. Our 30 locations are located throughout northeast and central Iowa and southwest Wisconsin. IAS ranks as one of the Top Agricultural Cooperatives in Iowa.

Primary Objective: Provide frontline technical support to end-users and ensure smooth and efficient IT operations within an organization, address user inquiries, troubleshoot basic hardware and software issues, and deliver excellent customer service.

Description:

• Respond to incoming user requests through various communication channels, including phone, email, and chat.
• Assist users in resolving common IT-related problems such as password resets, software installations, and basic connectivity issues. Their strong communication skills and patience are critical in guiding users through technical solutions.
• Accurately document and track user interactions, problem descriptions, and resolutions within a ticketing system.
• Adhere to established protocols for triaging and escalating issues to higher-level technical teams when necessary.
• Act as the first point of contact for end-users, contributing to the overall user experience and ensuring that technology-related disruptions are minimized.
• Assist in maintaining user accounts, providing basic training on IT tools, and contributing to IT projects as required.
• Requires a solid foundation in IT basics, good problem-solving abilities, and a customer-oriented approach.
• Plays a critical role in enabling users to effectively utilize technology resources and contribute to the organization's overall productivity.
• Serves as an excellent entry point for individuals seeking to develop their technical skills, gain experience in IT support, and lay the foundation for a career in the IT field.

Areas of Accountability:

• User Support: Provide prompt and courteous technical assistance to end-users via phone, email, or chat, addressing a wide range of hardware, software, and network-related issues.
• Troubleshooting: Diagnose and resolve basic technical problems, including password resets, software installations, email configuration, and connectivity issues.
• Ticket Management: Create, update, and manage support tickets in a ticketing system, accurately documenting user interactions, issues, and resolutions.
• Issue Escalation: Escalate complex or unresolved issues to higher-level technical teams while ensuring users are kept informed about the progress of their requests.
• Remote Assistance: Provide remote support by guiding users through troubleshooting steps, remotely accessing their devices if necessary, and offering solutions without on-site presence.
• Software Support: Assist users with software-related problems, including troubleshooting application errors, explaining software functionalities, and helping with basic software installations.
• Hardware Support: Provide basic hardware support by guiding users through setup, configuration, and troubleshooting of computer systems, peripherals, and mobile devices.
• Password Management: Follow established security protocols and authentication procedures to assist users with password resets, account lockouts, and access issues.
• Documentation: Maintain accurate records of user interactions, solutions provided, and troubleshooting steps taken, contributing to a knowledge base for future reference.
• Customer Service: Ensure a positive user experience by exhibiting strong communication skills, empathy, and patience while helping users navigate technical challenges.

Knowledge, Skills Abilities:

• Technical Proficiency: Strong understanding of basic computer hardware, software, operating systems, and networking concepts.
• Customer Service: Excellent communication skills, patience, and a customer-focused approach to addressing end-users technical issues with empathy and professionalism.
• Problem-solving: Ability to analyze and diagnose technical problems, follow systematic troubleshooting steps, and provide effective solutions.
• Active Listening: Skill in actively listening to users' descriptions of issues and asking relevant questions to gather comprehensive information for problem resolution.
• Remote Support: Proficiency in providing remote technical assistance, guiding users through troubleshooting steps, and using remote access tools effectively.
• Ticketing Systems:  Familiarity with using ticketing systems to create, manage, and update support tickets, ensuring accurate documentation of user interactions.
• Time Management: Ability to prioritize and manage multiple support requests simultaneously while adhering to response and resolution timeframes.
• Adaptability: Capacity to learn and adapt to new technologies, software applications, and IT procedures in a dynamic and evolving environment.
• Basic Network Knowledge: Understanding basic networking concepts, IP addressing, and troubleshooting.
• Professionalism: Strong work ethic, reliability, and a positive attitude when dealing with users, colleagues, and technical challenges.

Education and Experience

• Bachelor’s degree in computer science, mathematics, or engineering
• Minimum of 2-3 years of experience in IT
• Experience working with the following environments: Mac OS, Windows 10 & Windows Server 2008+ operating systems, Active Directory, Exchange / Office 365, Network Storage
• Experience setting up and troubleshooting various technical equipment such as laptops, video conferencing systems, mobiles, etc.

Physical Requirements/Environmental Adaptability:

• Requires static strength to lift, push, pull, or, on occasion, carry objects with a minimum weight of 50 pounds.  Also, flexibility to bend, stretch, twist, climb, or reach with your body, arms, and/or legs.  Some tasks involve repetitive motion.
• Agricultural Environment – Possible exposure to seasonal weather, outdoor conditions, and agricultural products.

Outstanding Benefits and Compensation Package

Send Resume to HR.dept@ias.coop

Or Apply Online at:

https://www.innovativeag.com/Careers/Job-Openings