Job description

Job Overview:

Performs the activities of the Field Support and Help Desk Services delivering a high level of IT support for end users and strives to provide optimal performance and reliability of the IT systems. They will be a highly motivated individual, with strong attention to detail, collaborative, and possess experience tackling various hardware and software problems. This analyst works with their team to identify process improvement opportunities at the bakery, ensure appropriate service levels are achieved, monitor issues for resolution, and measured along with timely resolution of IT support calls.

Key Functions and Accountabilities include:

• Logs support calls and documents their outcome in IT ticket system to facilitate the resolution of queries.
• Perform regular walkthroughs of the bakery and office facilities to identify issues and build relationships with employees.
• Conduct regular 1st and 2nd shift area walkthroughs and support as needed.
• Diagnose and resolve technical hardware and software issues using available information resources and advise user on corrective actions, as appropriate.
• Engage with facility leadership to stay attuned to changes, needs, issues faced on the manufacturing floor.
• Provide user orientation, onboarding, and off-boarding support (remote or on-site).
• Provide AV and meeting room support as required.
• Track and manage the accurate inventory of hardware and software.
• Assist with asset decommissioning.
• Provide inputs to monthly reports for leadership that communicate the status of the IT environment and effectiveness of the Help Desk. Ensures reporting of key metrics for technical operations activities.
• Participate in quality objectives for the team, as agreed to within service levels, are achieved.

Skills and Experience:

• Minimum of 2 years of experience IT Support roles
• Experience with ServiceNow ITSM module
• Strong communication skills, customer focus, and sense of urgency
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• The candidate must possess excellent communication, customer service and interpersonal skills and should be able to work as a team. This position will require working with many types of end users.
• Working knowledge of fundamental operations of Microsoft products, PC hardware, and other equipment (e.g. printers)
• Basic understanding of networking in a business environment (TCP/IP address, DNS, switch, firewall, router, etc.)
• Previous experience supporting a manufacturing environment a plus (scanning equipment, custom software, etc.)
• Ability to multi-task, prioritize and serve multiple users at one time.
• Reliable and thorough work ethic.

Education:

• Bachelor’s degree in Information Technology or equivalent experience required

Job Type: Full-time

Pay: From $63,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift

Ability to commute/relocate:

• Arkadelphia, AR 71923: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• IT support: 2 years (Preferred)

Work Location: One location

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