Help Desk Technician

Producers; Fresno (CA); On-site; USD 42,000 - 60,000; Full time

Job summary

Producers Dairy Foods in Fresno, CA is seeking a Help Desk Technician to support internal users with device, application and software issues. The role requires excellent customer service, attention to detail, and strong written and oral communication.

The technician will be the first point of contact for IT requests and will document, track, and escalate issues as needed. Responsibilities include troubleshooting hardware and software, updating tickets, maintaining knowledge bases, and

Qualifications

• High School Diploma or GED.
• Six months to two years' experience in help desk support is preferred.
• Excellent communication and training skills.
• Humble, approachable and honest.
• Good judgement, problem solving and decision-making skills; organized record keeper.
• Self-starter who can work independently and deliver accurate, timely results.
• Organized, detail oriented and able to handle multiple projects with deadlines.
• Ability to solve problems, accept feedback and adapt to changing priorities.
• Excellent verbal and written skills with strong emotional intelligence.

Responsibilities

• The Help Desk Technician is the first point-of-contact for end-users seeking technical assistance.
• Communicate effectively with non-technical end-users to gather details and resolve issues.
• Provide timely updates to internal customers and maintain ticket information.
• Escalate unresolved issues to the next level with all relevant details.
• Troubleshoot, diagnose, and resolve hardware/software issues efficiently.
• Document issues, steps, and final resolution in the ticketing system.
• Maintain technical documentation on software installation and hardware configuration.
• Identify areas for service improvement and communicate recurring issues to admins.
• Coordinate with external vendors as needed and travel to other locations when required.
• Complete assigned projects and report progress to management.

Skills

Communication

Training skills

Problem solving

Multitasking

Customer service

Education

High School Diploma or GED

Job description

Producers Dairy Foods, a leading supplier and distributor of high-quality award-winning dairy products, is looking for a dedicated Help Desk Technician to join our winning team out of Fresno, California. The position is responsible for supporting internal users with device, application and software support. The position requires excellent customer service skills, attention to detail, and follow-through in order to complete assigned tasks. The applicant must also possess strong oral and written communication and must be able to prioritize and multi-task. The Help Desk Technician will be responsible for demonstrating our Producers Dairy Core Values and carrying out our purpose of Nourishing Lives.

Essential Functions:

The position has the following responsibilities:

• The Help Desk Technician is the first point-of-contact for end-users seeking technical assistance. Requests can be in person, via phone, or email. Requests can be for all company-issued IT assets, including, PC, laptop, mobile phone, handheld devices, network connectivity, and applications.
• Communication: Must be able to effectively communicate with non-technical end-users, to gather details about reported issues, ensuring accurate and timely resolution of support issue.
• Provide timely updates to internal customers on ticket status. Maintain support ticket information.
• Must be able to effectively elevate unresolved issues to the next level of support personnel. Escalation will include passing all relevant details about the issue to the escalation resource.
• Must have ability to troubleshoot, diagnose, and resolve technical hardware and/or software issues efficiently.
• Document issue, troubleshooting steps, and final resolution in the ticketing system.
• Maintain technical documentation on installation of software, configuration of hardware and troubleshooting steps.
• Continuous improvement: Help identify areas for improvement in our services. Identify and communicate recurring issues to system administrators and/or managers.
• Work with external vendors, as needed, to ensure sufficient internal transfer of knowledge.
• Overnight travel to other company locations, as required.
• Completion of assigned projects.
• Provide accurate and timely reports to management on support ticket and project status.
• Other duties as assigned.

Minimum Qualifications:

• High School Diploma or GED.
• Six months to two years' experience in help desk support is preferred.
• Must have excellent communication and training skills.
• Must be humble, approachable and honest.
• Demonstrate good judgement, problem solving and decision-making skills as well as being an organized record keeper.
• Must be self-starter who can work independently and deliver accurate, timely results.
• Demonstrated organization and accuracy skills; self-motivated, detail oriented and able to handle multiple projects/tasks with competing deadlines.
• Must demonstrate the ability to solve problems, accept constructive feedback and show flexibility should priorities and/or deadlines change.
• Excellent verbal and written skills and a high degree of emotional intelligence. Must be able to build productive relationships across all levels of an organization.