Sr. 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

Paid time off

Annual incentive bonus

Comprehensive benefits package

Job summary

Wells Enterprises in Iowa is seeking an IT service desk professional to support hardware and software across Wells' employee base. You will handle incident resolution via phone, email, or in person, document procedures, and assist with setup, installation, and configuration of IT devices.

The role involves coordinating upgrades, mentoring team members, maintaining Kronos clocks, and managing software distribution inventories while ensuring timely security updates and compliance.

Qualifications

• Associates Degree with an emphasis in computers or equivalent experience.
• 6+ years of computer repair, hardware and software troubleshooting experience.
• Extensive knowledge of PC hardware, software, operating systems and network connectivity.
• Strong communication/interpersonal skills, documentation, and analytical abilities.

Responsibilities

• Provide end-user support via telephone, email, or in person for incident resolution; guide users through troubleshooting; develop troubleshooting documents; assist in setup, installation and configuration of hardware and software.
• Schedule, coordinate, and perform upgrades and deploy new hardware and software in compliance with internal controls, policies and standards.
• Resolve incidents escalated from level 1 or 2 and escalate complex issues as needed.
• Manage the installation, configuration, and maintenance of Kronos clocks and update clock info in the Kronos app.
• Mentor and train other team members for hardware and software troubleshooting and issue resolution.
• Keep client PCs patched with critical security updates from vendors.
• Manage software distribution tools and maintain software inventory and license management.

Skills

PC hardware

Software troubleshooting

Operating systems

Networking

Communication skills

Documentation

Analytical skills

Customer service

Education

Associate degree in computers or related field

Tools

Kronos clocks

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 direction, perform analysis and assists in a variety of service desk activities involving mid to high level of complexity. Provide technical and organizational leadership for the enterprise's PC software environment; work closely with hardware and software vendors to verify timely product delivery and ensure new equipment and software are installed and ready to operate on schedule.

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; assess, test, and implement new software and hardware technologies; recommend, install, maintain and troubleshoot software applications on client PCs.
• Schedule, coordinate, and perform upgrades and deploy new hardware and software in compliance with internal controls, policies and standards.
• Resolve incidents escalated from level 1 or 2. Recognize and escalate more difficult incidents to Level 4 support or other IT Application and Technology teams.
• Manage the installation, configuration, and maintenance of all Kronos clocks. Update and maintain clock configuration info in the Kronos application.
• Mentor and train other team members for hardware and software troubleshooting, analysis, and issue resolution.
• Keep all clients PC's fully patched, in a timely manner, with critical security updates provided by software vendors.
• Manage and administrate the software distribution applications/tools used to perform automated software installations (including the standard image) on client PCs. Maintain an inventory of installed PC software, manage licenses, and create policies and procedures for upgrades.

Qualifications

What You’ll Bring

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

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.