Service Desk Specialist (Remote)

Mastronardi Produce pioneered the commercial greenhouse industry in North America, and we’re now the leading greenhouse vegetable company on the continent. Our award-winning, flavorful produce is packed under the SUNSET brand and is available at leading grocery retailers across North America. Family owned for over 65 years, we pride ourselves on having the most flavorful products and the best people in the industry. We are constantly pushing boundaries to be a leader in fresh produce innovation. We seek individuals that demonstrate our PRIDE values (Passion, Respect, Innovation, Drive, Excellence) to help us fulfill our mission to inspire healthy living through WOW flavor experiences.

Our Kingsville, ON Headquarters is currently seeking aService Desk Specialist to join our team.The essential function of this position is to provide Tier 1 support to the company's end user community, working primarily in an Office Environment.

Work schedule: Sunday to Tuesday 8am-8pm and every other Wednesday

Values:

To perform the job successfully, the incumbent’s behavior must be consistent with the PRIDE values expected of all Mastronardi Produce employees: be Passionate; have Respect; be Innovative; be Driven and strive for Excellence.

Primary Responsibilities:

• Novatime time clock troubleshooting and maintenance.
• Building security access provisioning and de-provisioning.
• Respond to telephone calls, email and help desk requests for technical support.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Maintain data integrity and system security for the desktop environment including installation of all antivirus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance of printers, printer consumables, bar-code RFID and video
  surveillance equipment.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with help desk customers to ensure satisfaction.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Assist in maintaining and updating IT incident & tracking software system and IT incident policy/procedures.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in setup and imaging of new computers, printers, time clocks and other electronics where required.
• Assist in software releases and PC Refresh roll-outs following company’s IT Management best practices.
• High School Diploma or equivalent required, college degree preferred.
• Minimum of 2 years equivalent work experience required.

Specific Knowledge, Skills and Abilities Required

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Fluent English and strong written and oral communication language skills.
• Knowledge of advanced computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers (TEC, HP, Zebra, Canon, Ricoh, etc).
• Knowledge of RFID mobile scanners including Motorola and Zebra.
• Experience with desktop applications, desktop operating systems and server operating systems.
• Working knowledge of a range of PC diagnostic utilities. Knowledgeable in managing and supporting antivirus system.
• Ability to present ideas in user-friendly, business-friendly and technical language.
• Highly self-motivated, self-directed and keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Maintain high level of confidentiality with company information.
  

Working Conditions:

• Work schedule: Monday through Friday 8:00am-5:00pm. (40-hours on-site work week.)
• On-call and after-hours availability as needed and some holiday coverage.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals

We are pleased to offer the following Benefits:

• Paid time off and holiday pay
• Employee Engagement & Recognition Programs
• Opportunities for growth and advancement

Please note: Mastronardi Produce has accommodation processes and policies in place and provides accommodation for employees with disabilities. If you require a specific accommodation because of a disability or documented medical need, please contact the Human Resource office so that arrangements
can be made for the appropriate accommodation to be put into place.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review theKnow Your Rights notice from the Department of Labor.