IT Support Technician

Shank’s Extracts, LLC d/b/a Universal Ingredients – Shank’s

Job Description

ESSENTIAL FUNCTION:

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. The candidate will work directly with local and corporate IT team members, users, stakeholders, and management. Quality customer service and great communication skills, both verbal and written, are a must in this role.

Duties And Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, and ticketing system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by users.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Constantly investigates and searches beyond the obvious.
• Successfully diagnose underlying causes and expertly help users to recover or continue operation.
• Constantly ensure that desktop systems, products, and services are used more effectively, and complex problem situations are investigated.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Identify and suggest possible improvements to procedures.
• Configure and support new hardware and software for end-users.
• Install Hardware/Software.
• Support Users.
• Special projects as assigned.
  
  

Essential/Skills Needed

• Ability to set up and document new troubleshooting procedures.
• Knowledge of the design and installation of network cabling.
• Practical working knowledge of computer systems, security, network and systems administration, and databases.
• Strong critical thinking skills, decision-making skills, and problem-solving abilities.
• Ability to demonstrate patience and active listening skills to work well with others and solve difficult technical issues promptly.
• Ability to have a continuous improvement mindset.
• Excellent written and verbal communication skills.
• Requires the ability to work independently and as part of a team.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong communication and interpersonal skills.
• English comprehension including speaking, reading, and writing is required for our business's necessityto ensurea safe and effective work environment.
  
  

Education And Experience

• Bachelor’s degree in computer science, Information Technology, or related field with 1-2 years of experience or Associates degree with certifications in a related field and 2-4 years of experience.
• Experience in a technical support or service technician role, preferably in a Microsoft Professional environment preferred.
• Experience with hardware, software, and networking preferred.
• Experience with server administration and other technical areas.
  
  

Physical Requirements

• Infrequently walk, stand, and sit.
• Infrequently lift up to 50 pounds.
• Seldom exposed to dust, dirt, cold, fumes, noise, dryness, wetness, vibration, and poor ventilation. Occasional exposure to heat, and odors. Light work requires little physical effort.
• Exposure to food allergens such as, but not limited to, milk eggs, tree nuts, wheat, and soybeans will occur.
  
  

Conduct, Quality, Integrity, and Culture

Conduct: We will conduct every aspect of our business with honesty, integrity, and openness, respecting human rights and the interests of our employees, customers, and third parties.

Quality: Shank’s is committed to food safety and product quality. We employ extensive food safety programs and controls at all levels. Our quality standards and food safety procedures are thoroughly being evaluated internally and externally. We continuously strive to improve our performance.

Integrity: Shank’s and its employees will not offer, give, seek or receive, either directly or indirectly, improper inducements for business or financial gain. Where information is confidential, that confidentiality must be protected.

Culture: Shank’s respects the cultural values of our employees, contractors, and customers. We also promote a balanced work-life environment. We recognize and celebrate our employees for their hard work and the contributions they make to our company.

Shanks Core Values

ASPIRATION: Share a vision for achievement

ACCOUNTABILITY: Support company reputation

ADAPTABILITY: Evolve to meet business needs