Desktop Support Technician 24/7 Service Desk

Shamrock Foods Company; Verona (VA); On-site; USD 34,000 - 43,000; Full time

Job summary

Shamrock Foods Company is seeking a Desktop Services technician to provide escalated technical support for all Shamrock associates across divisions.

The role supports a 24/7 environment, requires strong problem solving and communication skills, and a commitment to customer satisfaction. You will follow procedures, log and escalate tickets, and contribute to documentation while maintaining service levels.

Qualifications

• Excellent people skills
• Excellent verbal and written communication skills
• Basic Microsoft Office Suite, Windows OS and Internet applications support
• Basic problem solving and troubleshooting skills
• Available to work flexible hours to support 24/7 environment

Responsibilities

• Follow written and verbal instructions/directions
• Follow ticket handling and escalation procedures
• Identify, troubleshoot and resolve system hardware and software problems
• Communicate time sensitive information to Shamrock associates
• Monitor and investigate recurring problems
• Perform root cause analysis
• Answer, record, solve, and track calls/requests from users
• Provide comprehensive technical support to Shamrock employees and customers
• Maintain service levels and SLAs
• Document and manage escalated tickets
• Maintain accurate call logs and update customer profiles
• Notify management of dissatisfied customers
• Maintain Shamrock supported systems and applications
• Participate in training and knowledge-sharing
• Contribute to Documentation Reference Library

Skills

People skills

Communication

Customer service

Windows support

Typing speed

Flexibility

Teamwork

Job description

Shamrock Foods Company is seeking a Desktop Services technician to provide escalated technical support for all Shamrock associates across divisions.

The role supports a 24/7 environment, requires strong problem solving and communication skills, and a commitment to customer satisfaction. You will follow procedures, log and escalate tickets, and contribute to documentation while maintaining service levels.