Responsibilities

Tier 2 Service Desk

• Build rapport and elicit problem details and requirements from non-technical and technical customers
• Coach Tier 1 to improve knowledge resulting in better customer satisfaction and reduction of ticket escalation to the internal Red Gold team
• Maintain and build knowledge and documentation of Red Gold IT environment and supported software applications
• Provide after-hours remote support on a rotation basis to support business needs
• Document customer interactions in issue tracking software
• Provide timely and efficient follow up to user questions or issues
• Provide client support and technical issue resolution via email, phone, or via remote screen sharing

Project Work

• Participate, lead, or manage projects as assigned such as upgrades, hardware rollouts, automations, and security initiatives.
• Develop and follow up on tasks including evaluations, prototypes, user specification definition, testing, and delivery as directed

Security

• Execute user on-boarding and off-boarding including establishing security setups and roles
• Deploy software updates, packages, and global policies impacting the enterprise via tools such as Microsoft Endpoint Configuration Manager (SCCM) and/or Intune
• Responsible for following all company guidelines related to using elevated privileges, confidentiality, and security
• Push Microsoft patches to workstations on a regular basis
• Push third-party application updates to workstations on a regular basis
• Manage and develop folder and file access via Active Directory role security
• Be attentive and alert management to security risks and findings

Software, Hardware, and Connectivity

• Analyze, troubleshoot and conduct root cause analysis and resolution of break/fix tickets regarding supported software applications
• Securely provide initial support for internal and external network connectivity issues, including LAN, WAN, wireless, and VPN
• Develop, enhance, and document processes for end user computer equipment replacements and upgrades
• Troubleshoot and resolve hardware issues supporting office and essential plant functions such as agriculture deliveries/processing, production, labeling, and inventory management
• Perform setup and delivery of workstations across the organization
• Determine need for and coordinate hardware repairs with vendors
• Educate end users on usage of new equipment
• Participate in the hardware lifecycle and asset management process
• Manage regularly scheduled IT spare hardware inventory cycle counts at remote locations

Qualifications

Education & Experience

• High School Diploma required
• Some college education preferred
• A+ Certification or equivalent preferred
• 1-3 years of IT Service Desk or Call Center experience preferred
• Experience using issue tracking system/software

Knowledge, Skills, & Abilities

• Mathematical skills – above average (A or B on transcript)
• Proven customer service skills
• Advanced troubleshooting and analytical skills necessary for root cause analysis and trend analysis
• Ability to make timely decisions related to service delivery while following established guidelines
• Ability to work independently with little supervision as needed
• Thorough knowledge of Microsoft products including (Windows, Office, Teams, SharePoint, and OneDrive)
• Ability to organize and prioritize multiple work assignments to meet deadlines
• Self-motivated, detail oriented, and organized
• Ability to understand and explain technical information to non-technical customers
• Patient and clear communicator with both technical and non-technical customers via phone and email
• Personable – interacting with all employees of Red Gold at all levels
• Service oriented
• Ability to multitask in a fast-paced technical environment
• Desire to learn and grow as a technical professional

Physical Requirements & Working Conditions

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• The employee must be able to remain in a stationary position 50% of the time whether that be sitting or standing
• The employee must be able to use fingers to constantly operate a computer or other type of office equipment
• The employee in this position must be able to regularly walk
• The employees must be able to use hands to handle and feel
• The employee must be able to reach with both hands and arms
• The employee must be able to visually detect, perceive, or recognize in near and far distances
• The employee must be able to converse or convey with other individuals
• The employee may occasionally be required to bend, crouch, or crawl in tight knit spaces, such as under desks, to hook up electrical wires
• The employee bay occasionally have to climb ladders and be exposed to heights
• The employee may occasionally lift/carry items as heavy as 60 pounds
• The employee must be able to work outside in various weather conditions (i.e.: rain, snow, heat)

Supervisory Responsibilities

Direct: None

Indirect: None

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)