Help Desk Specialist at Simmons Prepared Foods, Inc. in Gentry, Arkansas

Job Description:

PURPOSE OF THE POSITION Provides users with first-level technical assistance and support, to include diagnosing and troubleshooting issues, directing unresolved issues to appropriate staff, and providing excellent customer service.

ESSENTIAL POSITION RESPONSIBILITIES Provides first-level technical support. Monitors and responds quickly and effectively to requests received through the IT helpdesk. Troubleshoots first-level problems for assigned systems and applications. Responds to and diagnoses problems through communication with users. Uses instructions and pre-established guidelines to resolve issues as quickly and effectively as possible. Routes issues to appropriate staff for resolution, escalating complex issues when appropriate. Directs users to technical aids as appropriate. Utilizes helpdesk tracking software to monitor and route issues. Tracks and monitors tickets assigned to the queue; processes first-in first-out based on priority. Follows up on outstanding requests and ensures a timely resolution. Ensures proper recording, documentation and closure of all tickets. Works to continuously improve help desk processes and improve service to users. Recommends procedure modifications or improvements. Updates customer data and produces activity reports. Provides optimal user support. Utilizes helpdesk processes to achieve an optimal level of support, working to meet and exceed user expectations. Provides prompt responses to questions and requests from users. Demonstrates excellent customer service skills. May work via telephone, email or in person to provide user support. Continues to develop technical and functional knowledge of systems and applications. Preserves and grows knowledge of help desk procedures, products and services. Learns to recognize common problems and the most quick and efficient path to resolution. Updates technical and functional knowledge through training and other opportunities. Physical Activities: Enters and locates information on a computer. Visually verifies information, often in small print. Communicates with Customers, Vendors, or Employees via telephone, in person, and/or electronic mail. May present information to small or large groups. Move about in an office environment daily or manufacturing environment as needed.

Personal Protective Equipment (PPE): As required by visiting facility.

Travel: Regular travel by car to supported sites. May take up to two offsite classes per year.

Technical Experience: Help Desk experience preferred. Must have experience with computers, the Microsoft Office suite, and enterprise systems and applications. Strong customer service and communication skills required.

Industry Experience: Preference for manufacturing or food processing organization.

Minimum Education: High School Diploma or equivalent.

Preferred Education: Associate's Degree in Information Technology/Computer Science or technical related field. A+ or MCP certifications a plus.