Job Description
Job DescriptionDescription:
POSITION SUMMARY:
The Help Desk Technician requires a hands-on technical individual, responsible for delivering top level support for Agrati – North America staff. The technichian is expected to be an expert at monitoring, and correcting, evolving complex technical issues and infrastructure while seeking to constantly improve current ICT methods and processes with the team.
SPECIFIC RESPONSIBILITIES:
· Ensure the Health, Functionality, and Continuous Improvement of end user computers and peripherals
· Manage ICT projects as assigned for upgrades and enhancements to the help desk infrastructure
· Administer patch management.
· Update and establish end-user ICT policies in concert with ICT Team
· Deliver frontline technical support for Agrati – North America staff
· Manage ticket volume for facilities assigned
· Enforce ITIL standards
· Be a team player in determining technology needs and opportunities
· Escalate and resolve software and hardware issues to appropriate ICT team members as necessary
· Maintain user data and backups
· Integrate existing solutions from Headquarter’s central solutions for alignment to global standardization
· Perform other duties and special projects as assigned
· Travel to other plant locations as needed
· Setup, Upgrade, Configure computers for machine operators and end users
· Take end-user support and basic Plex ERP admin roles (working as a team with both the systems team and applications team for joined success)
· Manage supplies for ICT support (ie, PCs, peripherals, scanners, etc..)
Education:
Bachelor’s Degree in Information Technologies or related field or 5+ Years working in or managing an IT Help Desk
Experience and Background:
Minimum of 5 years’ professional or technical experience in IT with a strong background in all aspects of customer service
Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365 Experience with computer security systems, password, and file protection protocols
Basic networking knowledge to support device issues Maintaining the help desk ticketing software
Strong Analytical and Problem-Solving Skills
Related Knowledge
Solid technical background with an ability to give instructions to a non-technical audience
Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
Plan, organize, and coordinate work to, meet established deadlines, and accommodate changing priorities Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
Facilitate process improvement projects with the team based on sound data analysis
Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints
Other Qualifications
· Must be team-oriented, possess a positive attitude, and work well with others
· Have a genuine passion for providing excellent customer service and a problem-solving attitude
· Ability to lift up to 30 pounds
Environmental Health and Safety Commitment
As an employee of Agrati, the employee understands the commitment to work in a safe and responsible manner that respects the environment and well-being of other employees. The employee personally commits to do whatever they can to support those values as the top priority of the company and accepts the responsibilities as a condition of employment.
Requirements: