What are the responsibilities and job description for the Help Desk Technician position at Helena - Agri Enterprises, LLC?
WHO WE ARE
Helena Agri-Enterprises, LLC is a leading full-service agronomic solutions provider that's been in business since 1957. Our first location was in West Helena, Arkansas hence the name "Helena". We now have 450 locations nationwide and over 6,000 employees. Our corporate office is located in Collierville, Tennessee, a suburb outside of Memphis. Year after year we rank at the top nationally for volume and sales in our industry. There are many facets to our company including product development, sales, operations, precision technology and manufacturing just to name a few.
ABOUT THE JOB
The Tier 1 Help Desk Technician will provide the initial point of contact for end-users to report all Information Technology related support and maintenance issues within the organization. This position will be responsible for capturing the details of the IT issue, determining whether the issue is hardware or software related, and directing the issue to the proper technician within Helena's Information Technology support structure. In addition, this resource will be responsible for solving the most common technical issues during the first contact with the user. This candidate will also troubleshoot problem areas by telephone, or via e-mail in a timely and accurate fashion, and provide end-user assistance where required.
WHAT YOUR DAY WILL LOOK LIKE
- Receive and respond to calls, emails, live chats and web inquiries from system users.
- Log all received issues into our help desk ticketing system (Service Now).
- Classify and prioritize incidents.
- Provide technical and functional support, resolving 70 percent of tickets during first contact.
- Uses judgement to determine when to escalate incidents.
- Monitors incidents to identify repetitive issues.
- Develops knowledge articles to decrease resolution time.
- Collaborates with Tier 2 support to enhance knowledge and improve service level agreements.
- Provides excellent customer service to all internal and external customers.
- Other work-related duties as assigned by your leader.
- Regular and reliable attendance is required.
- Follows all company policies and procedures.
EDUCATION & EXPERIENCE
- Two years' experience supporting hardware and software in a networked environment remotely is required.
- Experience in a customer service environment is required.
SKILLS & QUALIFICATIONS
- Knowledge of Microsoft operating systems (Windows 10) is highly required.
- Knowledge of Internet browsers. (Internet Explorer, Firefox, Chrome, Safari)
- Written and verbal communication skills.
- Problem solving ability.
- Experience with Service Now is preferred.
- Ability to set priorities and work on multiple tasks.
- Ability to follow detailed documented procedures.
- Ability to work independently and on a team.
- Ability to read, write and speak in English is required.
- Communicating in Spanish is a valuable skill at Helena.
Successful completion of a drug screen and background check is required for all positions at Helena.
WORK ENVIRONMENT AND PHYSICAL ASPECTS OF THE JOB
The work environment for this position is that of a typical office environment where the noise level is mostly quiet. This position requires you to use your hands for many different tasks and to talk, hear, walk, stand and sit. You may be occasionally required to lift or move up to 10 pounds.
BENEFITS AT HELENA
- Health, Dental & Vision Insurance STARTS THE SAME DAY YOU DO!
- Earn up to $3,000 in Reward Dollars from Helena for your Health Savings Account (HSA).
- Helena's robust 401(k) Savings Plan offers you a 100% company-match up to 5% starting on your first day. As your years of service with Helena increase, so does our company-match - up to 10% based on your contribution amount.
- Access your earned pay between paydays through Earned Wage Access (EWA) with DailyPay.
- Up to 15 days paid time-off plus 9 paid holidays.
- Free Term Life Insurance at 1x your annual base pay - paid for by Helena at no cost to you.
- Free Short & Long-Term Disability.
- Up to 80 hours of paid Parental Leave.
- Education Assistance.
- And much more!
For more detailed information about our benefits, visit helenacareers.com/benefits.
STAY CONNECTED TO THE HELENA POWERHOUSE!
Follow us on social @HelenaCareers or visit us at helenacareers.com.
Helena supports individuals with disabilities, and reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Helena is an equal opportunity employer.