Producers Dairy Foods, a leading supplier and distributor of high-quality award-winning dairy products, is looking for a dedicated Help Desk Technician to join our winning team out of Fresno, California. The position is responsible for supporting internal users with device, application and software support. The position requires excellent customer service skills, attention to detail, and follow-through in order to complete assigned tasks. The applicant must also possess strong oral and written communication and must be able to prioritize and multi-task. The Help Desk Technician will be responsible for demonstrating our Producers Dairy Core Values and carrying out our purpose of Nourishing Lives. Essential Functions: The position has the following responsibilities: - The Help Desk Technician is the first point-of-contact for end-users seeking technical assistance. Requests can be in person, via phone, or email. Requests can be for all company-issued IT assets, including, PC, laptop, mobile phone, handheld devices, network connectivity, and applications.
- Communication: Must be able to effectively communicate with non-technical end-users, to gather details about reported issues, ensuring accurate and timely resolution of support issue.
- Provide timely updates to internal customers on ticket status. Maintain support ticket information.
- Must be able to effectively escalate unresolved issues to the next level of support personnel. Escalation will include passing all relevant details about the issue to the escalation resource.
- Must have ability to troubleshoot, diagnose, and resolve technical hardware and/or software issues efficiently.
- Document issue, troubleshooting steps, and final resolution in the ticketing system.
- Maintain technical documentation on installation of software, configuration of hardware and troubleshooting steps.
- Continuous improvement: Help identify areas for improvement in our services. Identify and communicate recurring issues to system administrators and/or managers.
- Work with external vendors, as needed, to ensure sufficient internal transfer of knowledge.
- Overnight travel to other company locations, as required.
- Completion of assigned projects.
- Provide accurate and timely reports to management on support ticket and project status.
- Other duties as assigned.
Minimum Qualifications: - High School Diploma or GED.
- Six months to two years' experience in help desk support is preferred.
- Must have excellent communication and training skills.
- Must be humble, approachable and honest.
- Demonstrate good judgement, problem solving and decision-making skills as well as being an organized record keeper.
- Must be self-starter who can work independently and deliver accurate, timely results.
- Demonstrated organization and accuracy skills; self-motivated, detail oriented and able to handle multiple projects/tasks with competing deadlines.
- Must demonstrate the ability to solve problems, accept constructive feedback and show flexibility should priorities and/or deadlines change.
- Excellent verbal and written skills and a high degree of emotional intelligence. Must be able to build productive relationships across all levels of an organization.
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