Tier 1 - IT Help Desk Support

Job Locations US-IA-Norway
Req No.
2022-3367
Category
Information Technology
Type
Regular Full-Time

Overview

Now more than 40,000-member owners strong, we’re dedicated to sourcing the highest quality spices, herbs and botanical products through our Frontier Co-op, Simply Organic® and Aura Cacia® brands — all while creating life-changing opportunities for our growers, employees and their families. We’re driven by a simple purpose: to do good by our people and planet. And to create a stronger company built on a commitment to quality and sustainability.

 

Frontier Co-op is seeking an entry level to intermediate level, IT Help Desk - Tier 1 Support,  to join our IT Team in our Norway, Iowa location which is just 15 minutes south of Cedar Rapids near Fairfax.   We offer a wonderful benefits package which includes: Medical, Dental & Vision Insurance, 401K, GainSharing Bonus, Childcare onsite or Childcare reimbursement, 529 matching gifts program and many more.  Don't have transportation?  No problem, we offer a shuttle from two locations in Cedar Rapids. 

 

SUMMARY 

This role will provide tier one cloud app administration and support, server and desktop hardware, software and peripheral equipment support in an enterprise IT environment of more than 600 users and four locations. The End User Support Specialist will also be responsible for user account creation, configuration and management using documented procedures while prioritizing standardization, best practices, documentation, customer service excellence and a continual improvement approach to IT.  It will also be important to work closely with peer teams promoting collaboration and consistent service delivery while exercising all workflows as documented, maintaining company policies and contributing to the support of organizational objectives. This position will learn the skills to provide backup to network infrastructure, security and virtualization services. In addition they will participate in an on-call after hours rotation. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Serve as first point of contact to respond to requests for technical assistance in person, via phone, chat or email and log all interactions into an ITIL structured service desk. 

  • Take ownership of each communication with the customer, ensuring follow up communication is made as needed to ensure complete resolution of issues 
  • Coordinating with in-person IT staff to provision and decommission laptops/desktops/servers, user and service accounts, mailboxes, application access and permissions in our cloud / on-premise hybrid environment 
  • Coordinating with in-person IT staff to support Windows operating systems, Microsoft applications, cloud applications and approved departmental software 
  • Support production floor technology and ensure high availability of systems by being responsive to requests, creating efficiencies in process and identifying technical solutions
  • Respond to after hour emergencies 
  • Participate in the On-call rotation 
  • Work with external vendors on meeting SLAs and providing expected service 
  • Other duties may be assigned 
  • Strives to reduce waste, recycle products whenever possible, and re-use resources when practical 
  • Works safely at all times, follows safety rules and policies and participates in scheduled training 
  • Reports injuries and near misses promptly and in required detailed format; proposes corrective action 
  • In this role,  you will learn the skills needed to move to a Tier 2 Technical Support Role, which could include:
    • Support, configure and manage hand held devices, scanners and portable inventory hardware 
    • Develop & Maintain IT asset inventory, infrastructure library & documentation
    • Troubleshoot and resolve network communication, hardware, software, and connectivity issues for users 
    • Support the ERP system

SUPERVISORY RESPONSIBILITIES 

This job has no supervisory responsibilities. 

 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

EDUCATION and/or EXPERIENCE 

Associates degree (A.A.) in Computer Science or related field from two-year college or university; and five years of working experience with two years of experience in networking concepts; or equivalent combination of education and experience 

  • Effective telephone and messaging skills to ascertain customer concerns, consider alternatives and provide customers guidance to solve their questions or issues 
  • Knowledge of Microsoft Office 365 and standalone application software and Windows operating systems 
  • Experience with Corporate IT SaaS applications such as Microsoft 365, OneDrive and Sharepoint, Teams, Jira, Slack, etc. preferred 
  • Experience with Windows OS, Mac OS, Windows Server, Networking, Wireless technology preferred.
  • Ability and motivation to learn new technologies quickly  
  • Strong troubleshooting skills 
  • Good interpersonal skills and an ability to work with others 
  • Positive and friendly attitude 
  • Strong organization skills and ability to manage a constantly changing workload 
  • Excellent verbal and written English language skills, including solid presentation skills 
  • Ability to work independent of supervision 
  • Some local travel will be required 

LANGUAGE SKILLS 

Ability to read, analyze and interpret such items as general business periodicals, professional journals, technical procedures, or simple governmental regulations. Ability to write reports, business correspondence, or procedure manuals. Ability to effectively present information and respond to questions where a certain degree of tact and discretion is needed. 

 

QUANTITATIVE SKILLS 

  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume 
  • Ability to use such concepts in practical situations 
  • Ability to use a computer to create spreadsheets and charts and run reports 

 

HIGHLY DESIRED OTHER SKILLS AND ABILITIES 

Proficiency with Windows, specifically Windows XP, 7, Server 2008, Server 2012+ and Active Directory and Exchange 2013+ and Exchange Online 

  • Certifications are a Plus (A+, MCP, MCDST,CCNA, ITIL, PMI) 
  • Experience with creating and deploying desktop images and the setup of new computers using  
  • M365 technologies (Sharepoint, Teams, OneDrive, etc) 
  • ERP knowledge (especially Infor products) 
  • Experience with MDM 
  • Experience utilizing remote IT support tools 
  • Professional experience supporting desktop hardware, software and/or networks in a centrally managed enterprise environment 
  • Ability to work under pressure and maintain excellent customer relation skills 
  • Ability to prioritize multiple projects simultaneously 
  • Attention to detail, organizational skills, and ability to work within team concept 
  • Ability to work with minimal supervision  
  • Ability to work overtime when required and travel occasionally 
  • Must be able to lift up to 50lbs 

 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit, talk or hear, and view a computer monitor or video display.  The employee frequently is required to use hands and/or fingers to type, handle, or feel.  The employee is occasionally required to stand, walk, reach with hands and arms, and taste or smell.  The employee must occasionally lift and/or move up to 50 pounds. 

 

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment is usually moderate. 

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. 

 

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. 

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