SUMMARY

This position is the first and primary contact for Gavilon Fertilizer employees to report IT service-impacting incidents and requests to the Service Desk. The specialist’s primary output is to facilitate and/or restore IT service to users (incidents) and effect fulfillment of requests.

It is an internal user-facing position and requires both good technical and strong interpersonal skills. The specialist must be disciplined and organized to properly identify, categorize, prioritize, and follow-up through resolution and fulfillment. The specialist is expected to personally resolve most PC related incidents, both hardware and software, to accept training in order to resolve other reported incidents to the maximum extent capable, and to properly and quickly escalate other incidents to the appropriate IT or business staff. The specialist can fulfill requests and/or direct to other IT staff.

The specialist is the owner of the Service Desk tracking software and assists his/her manager with reporting/KPIs and opportunities for the staff to expand its capabilities to resolve more incidents. The analyst contributes to the implementation & improvement of best practice Help Desk processes. The analyst identifies subsequent root cause analysis needs that prevent future and/or recurring incidents. The analyst regularly informs users on the status of reported incidents throughout the resolution process (by documenting & updating the associated record in the Help Desk software).

Essential Duties and Responsibilities

· Diagnose and resolve general hardware and software issues.

· Categorize and track reported incidents through closure.

· Fulfill requests for hardware, software, system/data access, etc.

· Manage the IT Asset Inventory.

· Image desktop/laptop systems and rollout to new users

· Respond to requests in accordance with established practices.

· Logs all service desk interactions.

· Research questions using available information resources.

· Advise users on appropriate actions to prevent/avoid future incidents.

· Identify and escalate situations requiring urgent attention.

· Dispatch incidents & requests to appropriate internal resources when appropriate.

· Coordinate with hardware and software vendor support services when required.

· Document resolutions; create standard SOPs to fulfill common requests and/or resolve common incidents.

· Work with his/her manager to produce monthly reports of open, in-process and resolved problems as well as identified key performance indicators.

· Identify and drive resolution of trending and/or chronic issues.

· Administer Service desk software.

· Stay current with system information, changes and updates.

· Provide Executive Hands-on/“Concierge” Support.

· Some travel will be required

Education and Experience

· Bachelor’s Degree in Computer Science or related field (or equivalent experience)

· Minimum of 3 years of Service Desk or Desktop Support experience

· Expert customer service practices (great “bed-side manner!”)

· Expert explainer/trainer – ability to explain technical concepts in user terms

· User-level expert knowledge of fundamental user/desktop hardware and software, including common peripherals

· Knowledge of at least one help desk/call tracking application

· Expert knowledge of MS Office O365, Exchange/Outlook, Teams/SharePoint & Windows PC operations

Skills

· Has the following demonstrated technical skills:

o Microsoft Office O365 (including SharePoint, Teams, and Exchange)

o Windows System/Server Admin

o Microsoft System Center Configuration Manager/Endpoint Configuration Manager

o Multi Factor Authentication configuration and support

· Fast learner, intellectually curious

· Regularly monitors user satisfaction. Meets internal user and external customer needs in ways that provide satisfaction and excellent results for the customer.

· Exhibits energy, strong desire to achieve.

· Is able to write and speak clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect. Is a model for ideal “bed-side manner.”

· Identifies significant problems and opportunities. Seeks to recommend and/or implement solutions.

· Maintains stable performance and poise under pressure.

· Exhibits a sense of urgency to demonstrate appreciation of user incidents and requests.

· Ensures resolutions and fulfilled requests are completed properly the first time.

· Desires to learn additional systems and capabilities to become more effective and responsive to users.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Ability to commute/relocate:

• Kansas City, MO 64116: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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