What are the responsibilities and job description for the Service Desk Technician - Le Mars, IA position at Wells Enterprises - Career Site?
Company: Wells Enterprises (a Ferrero Company)
Functional Area: IT
The Role
Responsible for supporting hardware and software on IT computer related devices for Wells Enterprises employees. Under general supervision, perform analysis and assists in a variety of service desk activities. Equipment supported includes, but is not limited to, PCs, tablets, mobile phones, plant vehicle and handheld equipment, and printers.
What You’ll Do
- Provide support to end users via multiple methods such as telephone, email, or in person for incident resolution; guide end users through troubleshooting procedures; develop troubleshooting documents for the service desk; provide technical assistance in setup, installation and configuration of hardware and software.
- Resolve more complex incidents which require detailed systems and applications knowledge.
- Performs upgrades to hardware and software. Deploy new hardware and software in compliance with internal controls, policies and standards.
- Resolve incidents escalated from level 1. Recognize and escalate more difficult incidents to Level 3 or 4 support.
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Qualifications:
What You’ll Bring
Associates Degree with an emphasis in computers or equivalent experience. Certification by recognized industry leading firms is advised.
2 or more years of computer repair, hardware and software troubleshooting experience.
Knowledge - Requires advanced knowledge of PC hardware, software applications, operating systems and network connectivity.
Skills - Effective communication/interpersonal skills, with a focus on rapport-building, listening and questioning skills. Clear and thorough documentation skills. Strong analytical skills and attention to detail.
Abilities - Must be customer service oriented and proactive in resolving incidents while maximizing use of computing resources.
Wells Enterprises is an EEO/AA employer M/F/Vet/Dis