Service Desk Technician - Le Mars, IA

Wells Enterprises; Le Mars (IA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Comprehensive benefits

Annual incentive bonus

Job summary

Wells Enterprises, a Ferrero company, seeks an IT Support Technician to assist employees with hardware and software on IT devices, including PCs, tablets, phones, printers, and more. You will guide users through troubleshooting, document procedures, and support incidents from Level 1 through higher levels.

Ideal candidates have an associate degree in computers or equivalent experience, with 2+ years in computer repair and strong knowledge of PC hardware, software, OS, and network connectivity.

Qualifications

• Associates degree or equivalent experience required.
• Advanced knowledge of PC hardware, software applications, operating systems, and network connectivity.
• Strong communication and documentation skills; analytical and detail-oriented.

Responsibilities

• Provide end-user support via phone, email, or in person for incident resolution.
• Troubleshoot hardware and software using established procedures; create troubleshooting docs for service desk.
• Perform hardware/software upgrades and deploy new hardware in line with internal controls.

Skills

Communication skills

Documentation

Analytical skills

Customer service

Interpersonal skills

Education

Associate degree in computers

Industry certifications advised

Job description

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 elevate more difficult incidents to Level 3 or 4 support.

#IND123

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

About Us

Wells Enterprises, a Ferrero company, is one of the largest ice cream manufacturers in the United States and the maker of well-loved brands including Blue Bunny, Halo Top, Bomb Pop, and Blue Ribbon Classics and today Trolli, Butterfinger 100grand, Baby Ruth, Nutella and Kinder Bueno.

Wells Enterprises is a 2 billion company employing 4,000 employees, across 4 production plants and 2 main hub locations, Chicago and Le 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 benefits here.