Infrastructure Help Desk Technician

Model Dairy LLC; Fresno (CA); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

401(k) retirement plan

Job summary

Shehadey Family Foods seeks a dedicated help desk technician to be the first point of contact for end users. You will handle requests in person, by phone, or email across company IT assets.

You will gather details from nontechnical users and provide timely ticket updates, while escalating complex issues with full context. You will troubleshoot hardware/software problems, document steps and resolutions, and maintain installation and configuration records.

Qualifications

• Must have excellent communication and training skills.
• Demonstrate good judgment, problem solving and decision-making abilities.
• Able to work independently and manage multiple tasks with competing deadlines.
• Proactive in communication with internal customers and escalation teams.

Responsibilities

• Serve as first point of contact for end users seeking technical assistance.
• Gather details from nontechnical users to resolve issues accurately and timely.
• Provide timely updates on ticket status and maintain ticket information.
• Escalate unresolved issues with full context to the next level of support staff.
• Troubleshoot, diagnose, and resolve hardware and software issues.
• Document issues, steps taken, and resolutions in the ticketing system.
• Maintain technical documentation for software installations and hardware configurations.
• Identify areas for service improvements and communicate recurring issues to administrators.
• Coordinate with external vendors when needed to resolve tickets.
• Complete assigned projects promptly and report status to management.
• Perform other duties as assigned.

Skills

Communication skills

Training skills

Problem solving

Organizational skills

Customer service

Education

High School Diploma or GED

Tools

Ticketing systems

Job description

• The help desk technician is the first point of contact for end users seeking technical assistance. Requests can be made in person, via the phone, or by email. Requests can be for all company-issued IT assets, including PC, laptops, mobile phones, handheld devices, network connectivity, and applications.


• Must be able to effectively communicate with nontechnical end users to gather details about reported issues to ensure accurate and timely resolution of support issues.


• They are required to provide timely updates to internal customers on ticket status. Maintain support ticket information.


• They must be able to effectively translate unresolved issues to the next level of support staff. Escalation would include passing all relevant details about the issue to the escalation resource and details results of troubleshooting steps taken.


• They must be able to troubleshoot, diagnose, and resolve technical hardware and/or software issues efficiently.


• Technician is tasked with documenting issues, troubleshooting steps, and final resolution in the ticketing system.


• They maintain key technical documentation on the installation of software and configuration of hardware.


• Must be willing to help us in our continuous improvement efforts. Help identify areas for improvement in our services. Identify and communicate recurring issues to system administrators and/or managers.


• Technician on occasion will work with external vendors to resolve internal tickets as needed.


• Occasional overnight travel to other company locations as required.


• Completion of assigned projects promptly.


• Position requires accurate and timely reports to management on support tickets and assigned project status.


• Other duties as assigned.

Minimum:

• High School Diploma or GED.


• 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.

Shehadey Family Foods offers its team members a team-oriented work environment, competitive salary, and an excellent benefit package including medical/dental/vision benefits and 401(k) retirement plan.

Shehadey Family Foods is an Equal Opportunity and Affiliation Action Employer. Qualified applicants will receive consideration for employment without regards any characteristic protected by federal, state or local law.

Shehadey Family Foods participates in E-Verify.

Hourly Range: $23.00- $25.00

Travel Required

No .

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