Service Desk Analyst

About Us

Foremost Farms USA is one of the largest, leading dairy cooperatives in the United States and a major dairy food and ingredients manufacturing business. We represent hundreds of Midwest dairy farmer members located in seven Midwest states, and we produce about 500 million pounds of cheese and 50 million pounds of butter in plants across our network every year. “We Bring Dairy to Life” in eight manufacturing plants across Wisconsin and Michigan and in our headquarters in Middleton (Madison), Wisconsin;

and we’re looking for employees who are innovative and aim for excellence in our wide variety of production, field and business roles. Join us!

• Job Title: Service Desk Analyst I
• Position Type: Full time
• Classification: Non‑Exempt
• Schedule: Monday – Friday 8:00 am – 5:00 pm;
  On‑call:
  Every 4th week, Monday – Monday

This position delivers professional customer support of technology services to Foremost Farms employees and stakeholders. As a member of the Service Desk team, it delivers onsite and remote support, providing high‑quality technology experiences. The role fulfills requests and resolves incidents ensuring consistency and quality, meets service targets according to company policies and procedures, and proactively drives service improvements.

• Provide prompt, professional IT customer support via all support channels, including walk‑up, email, phone, and chat.
• Promote a professional Service Desk image.

• Resolve incidents and fulfill requests according to SLAs.
• Perform troubleshooting with customers.
• Record and track incidents from onset to conclusion.
• Identify and classify incident types and service interruptions.
• Document symptoms and resolutions.
• Engage with other teams to resolve complex or unresolved incidents.
• Use experience to address customer issues.
• Interrogate knowledge bases for potential solutions.

• Follow ITSM processes for Change, Problem, and Knowledge management practices.
• Apply, monitor, and understand service standards.
• Monitor service delivery channels and collect performance data.
• Assist with the specification, development, research, and evaluation of service standards.
• Apply these standards to resolve or Escalate issues and give technical briefings to staff members.

• Assist with new user IT training.
• Provision and deprovision user accounts.
• Fulfill access requests.

• Follow schedule with other team members to be on‑call 24/7.
• Respond to day‑to‑day operational needs and react without service disruptions, maintaining SLA and information security requirements.

Other related duties as assigned.

• Associate degree in computer science, business or related field or equivalent.
• 1–3 years of job‑related experience.

• Bachelor’s degree in computer science or business or related field.

• Facilitate trusting relationships through effective communication, follow‑through on commitments, resolving conflicts, and recognizing the good work of others.
• Regularly challenge the status quo by identifying opportunities for improvement and understanding that change and growth are ongoing.
• Develop innovative solutions by bringing and supporting new ideas and thinking.
• Demonstrate agility and resilience with an open mind, flexibility, and support of others in difficult situations.
• Communicate to share relevant information proactively and bring others along.

• Job setting: hybrid; remote and corporate office as needed.
• On‑call rotation responsibilities.
• Travel required to the plants 1–2 times a month.

• Medical, Dental, and Vision Insurance – Flexible coverage with options to meet the needs of you and your family.
• 401(k) Retirement Plan – 100% company match on up to 8% of your contributions.
• Generous Paid Time Off – Start with 200 hours of PTO (pro‑rated for first year).
• 10 Paid Holidays – Enjoy time to rest and recharge.
• Paid Parental Leave – 6 weeks fully paid.
• Health Savings Account (HSA) – when you elect the high‑deductible health…