Job PurposeServe as first line of IT support for the company, utilizing the help desk system to organize, prioritize, and complete open items. Diagnose and resolve issues for multi-platform technologies, hardware, and software; implement strategies to prevent recurrence.Essential Functions
Manage and utilize the help desk ticketing system to provide support to all employees, covering locations throughout the US and Canada
Organize ticket flow: priority, redirection, follow-up, and takeover
Install, maintain, troubleshoot, and repair laptops, printers, desktop software, and other computer/network hardware
Execute proper IT procedures for onboarding and offboarding employees
Support business software applications including Dynamics NAV, Dynamics GP, Office, SharePoint, etc.
Provide end-user support for Office365 email system
Manage user permissions for network resources and business applications
Assist users with desktop software, hardware, and network resources
Perform on-site and remote technical support
Support on-call requirements as needed
Create and update documentation and SOPs for the IT department
Participate in various IT projects
Comply with all food safety requirements, training, policies, and procedures
Perform other job-related duties as assigned
Qualifications (Education/Experience)
Minimum 2-year post-secondary education in a technical field or 2+ equivalent years of help desk experience
Proven experience providing help desk and desktop support for laptops and PCs in an enterprise environment
Strong experience using Windows 7, Windows 10, Microsoft Office 365, and LogMeIn
Solid understanding of basic networking fundamentals
Experience working with Active Directory, Group Policy Objects, and file share permissions
Experience with ERP Systems: Microsoft Dynamics (Navision, Great Plains) desired
Strong analytical, troubleshooting, and problem-solving skills
Excellent communication and customer service skills; ability to present ideas and solutions in user-friendly language
Ability to provide timely resolution for all end-user requests and root cause analysis for issues
Ability to approach duties, new ideas, processes, and differences in a constructive and positive manner
Ability to work in a team-oriented, collaborative environment
Ability to work cross-functionally, convey complex issues, and maintain confidentiality
Ability to think quickly and handle frequent change
Ability to organize, manage multiple priorities, and maintain high attention to detail in a fast-paced environment
Self-motivated, goal oriented, quality driven, and capable of working independently with minimal supervision
RISE123MON123