Job Information
Perdue Farms, Inc. IT Support Specialist 1 in Salisbury, Maryland
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
We are recruiting for an IT Support Specialist. This role 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.
Tier One is the first point of contact for all users of IT services. Service requests are directed to the appropriate support departments. Problem calls are solved by the Customer Service Desk associates or routed to the appropriate technical staff for a solution. The Customer Service Desk monitors and tracks all calls to ensure they are addressed quickly and properly; and that the customer is satisfied with our service. They identify trends with service issues that are reported to management so they can be addressed in a proactive manner. Provide PC support and maintenance. Interact with and assist in maintaining technical and organizational relevance and proficiency in the development of solutions where methods and policies are inadequate or not established.
Note: The hours and days of work are determined by the Service One Manager based on the needs to provide acceptable levels of service to corporate clients and may differ from the schedules outlined below. This may include working nights and/or weekends if circumstances require.
Hours of Work : 8-hour shifts with 1 hour off for lunch.
Days of Work : Normally Monday thru Friday with occasional weekend project work.
Principal and Essential Duties & Responsibilities
Handle calls for the Customer Service Desk in a professional, fast, effective, and efficient manner stressing customer service.
To function as part of a team consisting of I/T personnel, user department personnel, selected outside vendors, and customers
Use the Quality Improvement Process by adherence to the Four Absolutes of Quality and by implementing the Fourteen (14) Quality Improvement Process steps.
Communications – Effectively communicate problems/ issues/outages with other Service One associates and management.
Monitor escalations and Cherwell tickets.
Assist in the training of new associates.
Assist in writing and updating procedures or workflow. Assist in maintain accuracy and relevance of the technical knowledgebase.
Continuously expand technical skills and share technical knowledge with team members. Keep up to date on computer technology by completing on-line CBT courses and Service Desk Analyst certification.
Assist with PC hardware maintenance as needed.
Assist with software maintenance and installation. This will include Microsoft operating systems, assorted Perdue approved applications, ODBC drivers, dll, and required registry settings.
Assist with the installation including hardware and software installation of new Perdue Computers.
Repair and rebuild Perdue Computer assets.
Assist with special software installations, upgrades as required (typically off-hours installs).
Deliver a high percentage of first contact resolution (FCR) for Tier One technical issues through the utilization of documented processes and procedures.
Other assignments or projects as assigned.
Education and Experience Requirements
Required:
High School Degree or equivalent Required. At least 1 year of IT experience in a corporate IT environment is required or working towards an IT related degree:
Service desk experience using problem management software in a corporate IT environment is highly desired. At least 1 year of PC maintenance experience.is preferred.
Must have working knowledge of Service Desk/problem management software (such as Cherwell) and ability to manage, maintain and utilize features and functions available through the software.
Knowledge of Service 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 and should have a passion for customer service with demonstrated ability to handle high pressure needs in a calm, respectful, and efficient manner.
Must possess strong oral and verbal communications skills. They will be required to interact with a wide variety of people at different levels within Perdue and must be able to effectively interact with them.
Must possess the ability to discuss technical information with non-technical individuals.
Excellent organizational skills with the proven ability to prioritize Multiple incidents, ranging from low to medium complexity.
Self-motivated problem solver with experience in diagnosing issues and working them through to resolution.
Ability to maintain confidentiality.
Preferred:
Industry recognized technical certifications (such as A+, MCP). Must pass A+ Certification test within 12 months.
Basic knowledge of telecommunication (VoIP, IP, Ethernet, LAN/WAN), HVD (Hosted Virtual Desktop – VDI) and wireless equipment.
Environmental Factors and Physical Requirements
Ability to lift up to 40 pounds.
Ability to travel, including overnights, to any customer area which could be in any Perdue facility or remote site for industry conferences, training and/or disaster recovery.
Ability to work in an open-partitioned cubicle environment or a poultry processing facility.
Ability to communicate via telephone effectively.
Ability to come into the office for off hour support should issue not be able to be resolved over the phone
Ability to operate a computer terminal and a workstation, using a keyboard, mouse and reading a monitor.
Able to remain stationary up to 8 hours per day
Ability to report on-site, or in an Alternate Workspace (AWS)-if requested by management, for 5 days a week for at least 8 hours per day and overtime as required.
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.