IT Support Technician

Farmward Cooperative; Morgan (MN); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

$200 annual logo clothing allowance

Cell phone Reimbursement

Job summary

Farmward Cooperative in Morgan, MN seeks an IT Support Technician to provide frontline support for our IT infrastructure. You will troubleshoot issues, assist users, and help improve processes, while delivering friendly, patient service and keeping accurate records.

Ideal candidates have an associate degree or equivalent, experience in tech support or customer service, and familiarity with Windows and Microsoft 365. This role requires mobility between Farmward and AgQuest locations.

Qualifications

• Associate's degree or equivalent training or experience.
• Experience in tech support or customer service and strong communication skills.
• Knowledge of Windows operating systems and Microsoft 365 applications.
• Familiar with basic network concepts and IT security practices.

Responsibilities

• Provide quality customer service and IT support to users.
• Troubleshoot hardware/software issues and document steps taken.
• Meet service response time goals and contribute to FAQs.
• Assist with improving IT processes and user training materials.
• Maintain tickets and follow issues through to resolution.

Skills

Customer service

Problem solving

Communication

Teamwork

Time management

Cybersecurity basics

Education

Associate's degree or equivalent

Experience in tech support or customer service

Tools

Help desk software

VPNs & network basics

MS Office 365

Job description

Location: Morgan, MN

Job Id:125

# of Openings:1

Reports to: IT Manager Location: Morgan

Wage Range:

Wage Range: $20-26 Supervises: N/A

FLSA Status: Non-Exempt (Hourly)

About Us

Farmward Cooperative is a farmer-owned cooperative dedicated to supporting agricultural producers and rural communities. We provide agronomy, energy, grain, feed, convenience store, retail services - including auto shops and small engine repair and financial services, all with a focus on safety, integrity, and long-term relationships. We are committed to providing quality products and services while fostering a safe, supportive, and respectful workplace where employees can grow and succeed.

Position Summary

The IT Support Technician is responsible for performing all aspects of customer service and support

related to our Company’s IT infrastructure. Key areas of responsibility include providing quality customer support, meeting service response time goals, troubleshooting problems, researching/answering user questions, friendly customer service and making process/product/service improvement suggestions.

Duties & Responsibilities

Key Area

Tasks

Quality of IT Support

Quickly and correctly identifies the user's issue or problem

Recommends the most efficient solution to address the user's issue

Integrate risk management data across agronomy, precision ag, lending, and crop insurance divisions to streamline customer decision-making.

Displays an ability to patiently walk a user through the steps needed to address the issue

Service Response Times

Answers all web-based inquiries or feedback within the response time goals for the IT Help Desk

Answers all phone calls within the response time goals for the IT Help Desk

Improves response times by contributing content to our FAQ help database

Customer Service - Technical Skills

Displays a deep understanding of our organization's technology infrastructure, hardware, software and user needs

Broad knowledge of best practices for addressing various issues with our technology infrastructure, hardware, software

Customer Service - People Skills

Maintains a positive and friendly attitude towards all of our team members

Handles difficult situations calmly and with confidence

Displays empathy for our technology users and their day-to-day challenges

Organization & Efficiency

Maintains good organization and follows each user service issue through to completion

Records and keeps track of all required information to support accurate reporting from the IT Help Desk

Process Improvements

Productively fills down-time to improve our technology infrastructure and our organization

Proactively makes suggestions for solutions to our most recurring user requests and technology service issues

Qualifications & Requirements

Education and Experience

• Associate's degree or an equivalent level of training or experience
• Relevant experience in a tech support or customer service role or an equivalent skill set
• Strong computer skills and technical knowledge
• Proven ability to provide quality customer service support
• Strong problem-solving ability
• Strong customer service and people skills
• Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
• Knowledge of computer hardware, software installation, maintenance, and troubleshooting.
• Experience with mobile device support, including smartphones and tablets.
• Familiarity with network concepts including VPNs, wireless connectivity, printers, and network troubleshooting.
• Experience with help desk ticketing systems and documenting technical issues.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Understanding of cybersecurity best practices and data security principles.

Skills and Competencies

• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Strong attention to detail and organizational skills
• Ability to work independently and collaboratively with a team environment
• Ability to maintain confidentiality of sensitive business and employee information
• Strong Troubleshooting and analytical skills
• Demonstrated commitment to continuous learning and staying current with technology trends.

Additional Requirements

• Ability to travel between Farmward and AgQuest Locations.
• Availability to work extended hours as needed to meet business demands
• Maintain a satisfactory Motor Vehicle Record (MVR) in compliance with company and insurance standards
• Ability to lift and move computer equipment weighing up to 50 pounds.
• Ability to work in office, warehouse, outside remote environments as needed.

Farmward is proud to offer more than just a paycheck. Our compensation and benefits package is built around the whole employee -your health, your future, your family, and your growth.

• Medical Insurance
• Health Savings Account (HSA) with employer contributions
• Company-paid life and disability insurance
• Both a Pension and 401 (k) match - a rare combination that invests in your long-term future.
• Paid time off, volunteer day, and holidays
• Profit-sharing bonus opportunities
• Employee Assistance Program (EAP) including mental health, financial counseling, and family support resources
• Wellness program with reimbursement options
• Additional voluntary benefit options, which includes Dental, and Vision Insurance.

Growth & Development:

• Training and certification reimbursement
• Professional development to support career advancement within our cooperative

Position Perks:

• $200 annual logo clothing allowance
• Cell phone Reimbursement

Disclaimer:

This job description is not intended to limit the responsibilities of an employee assigned to this position to those duties listed above. The employee is expected to follow any other instructions and perform any other duties requested by the immediate supervisor or company management. The level of involvement may vary based on company and individual capabilities.