IT Support Specialist II

Location

Salisbury, MD | United States

Job description

Perdue Farms is a family-owned food and agriculture company now in its second century of growth and innovation.  We were founded on trust—a value that carries through everything we do. Perdue Foods is a leader in Premium Proteins and Perdue AgriBusiness ranks among the top US grain companies. 

Summary

Monitors and tracks all calls to ensure that they are addressed and closed quickly and properly and that the customer is satisfied with the service. Identifies trends with service issues that are reported to management so they can be addressed in a proactive manner. In addition, this position provides backup for basic data control and operator functions. Provides PC support and maintenance. Interacts with and assists in maintaining technical and organizational relevance and proficiency in the development of solutions where methods and policies are inadequate or not established.

Principal and Essential Duties & Responsibilities

• Responds to calls for the Customer Service Desk in a professional, fast, effective and efficient manner stressing customer service.
• Functions as part of a team consisting of IT personnel, user department personnel, selected outside vendors, and customers.
• Monitors the system continuously during the shift looking for any potential or actual performance problems and resolves the problem or passes on to the appropriate associate.
• Uses the Quality Improvement Process by adherence to the “Four Absolutes of Quality” and by implementing the fourteen (14) Quality Improvement Process steps.
• Ensures basic data control.
• Updates OPTURN with pertinent information and updates the communications board when outages occur.  Effectively communicates problem, issues and outages with other Operations associates and management.
• Monitors escalations and Remedy.
• Assists in the training of new associates.
• Assists with Remedy configuration changes including: adding and deleting customer information, types and items and their appropriate assignments.
• Assists in writing and updating procedures or work flow.  Assists in maintaining accuracy and relevance of the technical knowledge base.
• Cross trains with the operators to learn and begin to assist in Operations.
• Continuously expands technical skills and share technical knowledge with team members.  Keeps up-to-date on computer technology by completing on-line CBT courses and Help Desk Analyst certification.
• Assists with Disaster Recovery drills.
• Assists with PC hardware maintenance as needed.
• Assists with software maintenance and installation. This will include Microsoft operating systems, assorted Company approved applications, ODBC drivers, dll and required registry settings.
• Assists with the installation including hardware and software installation of new personal computers throughout the Company.
• Repairs and rebuild Company computer assets.
• Assists with special software installations and upgrades as required (typically off-hours installs).
• Delivers a high percentage of first contact resolution (FCR) for Tier One technical issues through the utilization of documented processed and procedures.

Minimum Education

AA degree in Computer Science or related discipline.  In lieu of an AA degree, work experience may be considered.

Experience Requirements

2 - 4 years experience.  Must have experience in a corporate data center and PC maintenance. Must have working knowledge of help desk/problem management software, such as Remedy, and ability to maintain and utilize features and functions available through the software.  Knowledge of help desk concepts and procedures in logging, tracking, escalating and resolving problems/issues.  Must be customer focused.  Must be willing to travel occasionally to attend training or seminars.  Must be able to demonstrate effective organizational skills, attention to detail and task management.  Must be able to demonstrate the ability to handle high pressure needs in a calm, respectful and efficient manner.  Must possess strong oral and verbal communications skills.  This position must be able to effectively interact with all levels within the Company.  Excellent organizational skills with the proven ability to prioritize multiple incidents, ranging from low to medium complexity. Requires industry recognized technical certifications, such as A+ and/or MCP.  Must pass A+ certification test within 12 months.  Should be a self-motivated problem solver with experience in diagnosing issues and working them through to resolution.  Basic knowledge of telecommunication (VoIP, IP, Ethernet, LAN/WAN) and wireless equipment.

Experience Preferred

Help desk experience using problem management software in a corporate data center is highly desired.

Environmental Factors and Physical Requirements

Position is mostly sedentary but may require occasional moving to other offices or buildings.
May need to move light equipment or supplies from one place to another.
May need to access files, supplies and equipment.
Work activity is in an office, open-partitioned, cubicle environment.

Perdue Farms, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Job tags

Salary