IT help desk support specialist

Requirements Must have:

• Genuine curiosity and enthusiasm for problem-solving and delivering exceptional customer service in a collaborative environment.
• Associates or bachelor's degree in Information Technology, Computer Science, or related fields, or equivalent practical experience.
• Demonstrated background as an IT Support Technician or in a similar role.
• Strong knowledge of computer systems, mobile devices, and various technology products.
• Capable of diagnosing and fixing fundamental technical issues.
• Outstanding communication abilities for providing detailed technical support, both in writing and verbally.
• Certifications such as CompTIA A+, Microsoft Certified IT Professional, or comparable credentials are beneficial.
• Proficient in prioritizing tasks, managing time effectively, and meeting deadlines.
• Able to adapt quickly to shifting priorities and circumstances.
• Comfortable navigating complexity and embracing change.
• Willing to travel to different Pete and Gerrys locations as needed.
• Capability to regularly lift items weighing up to 50 lbs.
• Comfortable using ladders and man lifts.
• Able to work within confined spaces.

• Set a positive example by addressing new challenges that require teamwork with escalation departments.
• Serve as a communication bridge between various support tiers and functional groups.
• Educate users on technology-related topics.
• Manage Help Desk ticketing processes.
• Assign tickets to team members as necessary.
• Organize the ticket queue to align with business requirements.
• Provide updates on project progress to management and/or escalation teams.
• Develop current and new support protocols.
• Investigate issues that require comprehensive documentation.
• Create and sustain knowledge articles for the benefit of team members and users.
• Engage in the implementation and design of the Jira Help Desk system.
• Offer IT support to all employees with a strong customer service approach.
• Document, troubleshoot, and track incidents while ensuring timely resolutions or proper escalation.
• Quickly respond to incidents and service requests.
• Handle various application and domain account provisioning/de-provisioning tasks.
• Troubleshoot computers, phones, office equipment, and applications to identify and resolve issues, along with any operational challenges.
• Provide in-house support for IT installation projects.
• Install data or low-voltage cabling as needed.
• Terminate data runs and set up endpoints and other IT equipment.
• Utilize ladders and man lifts to complete assigned tasks.

At Pete and Gerrys, we are committed to the ethical treatment of animals, sustainable practices, and the revitalization of small family farms across America. Our farming model ensures that family farms remain sustainable, from the organic grain farmers who supply our feed to the families who produce our eggs. This allows us to offer safe, wholesome, organic, free-range eggs to you and your family at a fair price.

We value our employees and provide a range of benefits, including medical, dental, and vision insurance, flexible spending accounts, life and disability insurance, parental leave, paid time off, and a 401(k) retirement plan with matching contributions. Our culture fosters growth and advancement opportunities, making it a great place to work.