Support Desk Tech (on-site position/not remote)

kochfoods; Mississippi; Remote; USD 35,000 - 52,000; Full time

Job summary

Koch Foods is seeking a Help Desk Technician to deliver timely, professional IT support to staff. You will resolve requests via tickets, emails or calls, perform remote troubleshooting, and escalate issues as needed.

The role requires experience with Active Directory, Group Policy and Citrix, plus PC hardware/software troubleshooting and strong MS Office skills. Excellent customer service and clear communication are essential.

Qualifications

• Experience in a Help Desk or IT support team.
• Familiarity with Active Directory, Group Policy, and Citrix.
• Proficient with PC hardware and software troubleshooting.
• Strong Microsoft Office skills (Word, Excel, Outlook, PowerPoint).
• Ability to manage multiple priorities.
• Excellent customer service and ability to explain technical concepts.
• Strong written and verbal communication.

Responsibilities

• Resolve technical support requests via tickets, email, or calls.
• Perform remote troubleshooting with diagnostic questions.
• Interact with users to promote a positive image of IT.
• Resolve problems professionally.
• Use ticket system to create and assign escalations.
• Review and prioritize tickets and workload.
• Participate in On-Call rotation for After Hours support.
• Collaborate with all levels in the organization.
• Follow company policies and guidelines.
• Perform other related duties as assigned.

Skills

Help desk experience

AD/GP/Citrix

PC hardware

MS Office

Multitasking

Customer service

Communication

Education

IT degree

IT certifications

Helpdesk experience

Job description

The Help Desk Technician is responsible for being on-time, professional, knowledgeable, and courteous. Additionally, the tech is to be a problem-solver and a server as the point of contact for issues impacting company IT operations.

Responsibilities and Duties:

• Resolve technical support requests via incoming ticket requests, e-mails or calls
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Resolves problem situations in a professional manner.
• Use current ticket system to create tickets to self, technician, or appropriate IT Staff for assigning escalated support requests.
• Consistently reviews and prioritizes tickets and workload
• Participate in the On-Call rotation for After Hours support.
• Work effectively with all levels of employees in the organization.
• Complies with all Company policies and guidelines.
• Perform other related duties as necessary or as assigned by supervisors.

Knowledge Skills and Abilities

• Experience working on a Help Desk, Service Desk, or IT support team
• Experience with Active Directory, Group Policy, and Citrix preferred
• Knowledge of PC hardware and software - installing, configuring, diagnosing and troubleshooting.
• Intermediate to advanced knowledge/experience with most of the Microsoft Office products (Word, Excel, Outlook, and PowerPoint)
• Ability to handle multiple priorities and varied technical tasks
• Good customer service orientation with the ability to explain technical concepts to non-technical users
• Strength in formal (written) and informal (verbal) communication skills

Education and Experience Required

• Associate’s Degree or higher in IT related area desired but not required
• CompTIA A+, Network+, or Security+ Certification preferred
• 2-4 years of IT helpdesk experience or other IT experience desired but not required

Preferred Qualifications/Qualities

• A passion for information technology, and desire to build or continue a career in the IT industry.
• Maintain a “whatever it takes” attitude to help us make users happy at all times, day or night, weekend or holiday. Some after-hours/weekend work may be required.
• Demonstrate superior time-management skills and ability to manage multiple projects and tasks simultaneously.
• Demonstrate a continuous passion for learning both at home and on the job.