Service Desk Technician - Le Mars, IA

Socket.dev; Le Mars (IA); On-site; USD 42,000 - 54,000; Full time

Job summary

Wells Enterprises, a Ferrero company, is seeking an IT Service Desk Technician to support hardware and software for employees across devices including PCs, tablets, and printers. Under supervision, you will resolve incidents, document processes, and escalate more complex issues to Level 3/4, while adhering to internal controls and standards.

A strong customer-service mindset and solid technical knowledge are required.

Qualifications

• Associates Degree or equivalent experience in computers.
• 2+ years in computer repair, hardware and software troubleshooting.
• Knowledge of PC hardware, software, OS and network connectivity.
• Strong communication, documentation, and analytical skills.
• Customer-service oriented and proactive in resolving incidents.

Responsibilities

• Provide end-user support via phone, email, or in person for incident resolution and document procedures.
• Resolve complex incidents requiring systems and applications knowledge.
• Perform hardware/software upgrades and deploy new equipment per policies.
• Escalate incidents to higher levels as needed.

Skills

Associates Degree

Experience 2+ years

PC hardware

Software troubleshooting

Communication skills

Education

Associates Degree

Job description

Company: Wells Enterprises (a Ferrero Company)

Functional Area: IT

The Role

Responsible for supporting hardware and software on IT computer related devices for Wells Enterprises employees. Under general supervision, perform analysis and assists in a variety of service desk activities. Equipment supported includes, but is not limited to, PCs, tablets, mobile phones, plant vehicle and handheld equipment, and printers.

What You'll Do

• Provide support to end users via multiple methods such as telephone, email, or in person for incident resolution; guide end users through troubleshooting procedures; develop troubleshooting documents for the service desk; provide technical assistance in setup, installation and configuration of hardware and software.
• Resolve more complex incidents which require detailed systems and applications knowledge.
• Performs upgrades to hardware and software. Deploy new hardware and software in compliance with internal controls, policies and standards.
• Resolve incidents escalated from level 1. Recognize and escalated more difficult incidents to Level 3 or 4 support.

#LI-MG1

#IND123

Qualifications

What You'll Bring

• Associates Degree with an emphasis in computers or equivalent experience. Certification by recognized industry leading firms is advised.
• 2 or more years of computer repair, hardware and software troubleshooting experience.
• Knowledge - Requires advanced knowledge of PC hardware, software applications, operating systems and network connectivity.
• Skills - Effective communication/interpersonal skills, with a focus on rapport-building, listening and questioning skills. Clear and thorough documentation skills. Strong analytical skills and attention to detail.
• Abilities - Must be customer service oriented and proactive in resolving incidents while maximizing use of computing resources.

Wells Enterprises is an EEO/AA employer M/F/Vet/Dis

Wells Enterprises, a Ferrero company, is one of thelargest ice cream manufacturers in the United Statesand the maker of well-loved brands includingBlue Bunny,Halo Top,Bomb Pop, andBlue RibbonClassicsand todayTrolli, Butterfinger 100grand,Baby Ruth,NutellaandKinder Bueno.

Wells Enterprises is a2 billion companyemploying4,000 employees, across 4 production plants and 2 main hub locations,ChicagoandLe Mars. Guided by innovation, quality, and a people-first mindset, Wells is committed to delighting consumers and developing exceptional teams.

As part of the Ferrero Group, Wells combines its strong U.S. heritage with Ferrero's global standards of excellence, offering a unique opportunity to grow within a dynamic, values-driven, and international environment.

At Wells, our people—and their experience - sit at the heart of our ambition. Learn more at www.wellsenterprisesinc.com.

What We Offer

At Wells, we're proud to support our employees with comprehensive benefits that enhance health, financial wellness, and include paid time off (PTO). Eligible employees may also receive an annual incentive bonus based on Company performance. Learn more about our benefitshere.