IT Technical Support Representative in Buhl, Idaho at Riverence Holdings LLC

Classification: Non-Exempt

Reports to: IT Director

Summary

This role is responsible for providing technical assistance including resetting passwords, resolving network connectivity issues, diagnosing, and troubleshooting issues with printers, scanners, desk phones, smart phones, laptops, desktops, and furnishing support for standard commercial and proprietary software. This role will also interface with our contracted outside IT support company. Future advancement opportunities available for exceptional performers and communicators. Riverence is vertically integrated controlling all aspects of its food business from inception to market.

Duties/Responsibilities:

• Respond to tickets submitted by our end users.
• Troubleshoot technical and network issues.
• Communicate with co-workers to quickly get to the root of their problem, as well as taking them through a series of actions to resolve a problem.
• Install and configure hardware and software.
• Support the roll-out of new applications.
• Support productivity platforms, smart phone applications, cloud-based technologies, and unknown future innovations.
• Manage miscellaneous data and communication systems as required.
• Manage miscellaneous technical systems as required.
• Communicate and Work as a Team Member through written, oral, and face-to-face interactions.
• Places emphasis on providing excellent internal and external customer service.
• Communicate with fellow employees to complete tasks and adhere to safety standards.
• Handles inquiries from users on a variety of software and hardware issues.
• Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.
• Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
• As experience increases, provides training on hardware and software use to end users.
• As required, assists individuals with disabilities with use of hardware and software, providing additional adaptive features and devices as needed.
• Identifies, investigates, and resolves users’ problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Travel to each of our farms.
• Occasional maintenance on weekends.
• Experience with Microsoft Sharepoint.
• Understanding of TCP/IP.
• Ability to research unknown IT issues and find resolutions.
• Exceptional oral and written communication and customer service skills required.
• Display a high sense of urgency, adaptability, and flexibility in a fast-changing environment.
• Possess excellent problem-solving abilities including analytical, prioritization and escalation.
• Ability to interface with and influence personnel at Riverence
• Understanding of business processes, goals, and strategy in order to provide analysis and interpretation to management.
• Thorough understanding of computer software and hardware, including desktop comput-ers, laptops, network devices, and peripherals.
• Excellent verbal and written communication skills.
• Excellent interpersonal and telephone skills.
• Proficient in Microsoft Office Suite or related software.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Education and Experience:

• Two to five years of work experience in related field.
• Knowledge of Microsoft operating systems.
• At least two years of work-related experience with multiple software packages preferred.
• At least three years of experience in customer technical support highly preferred.

Physical Demands:

• Constantly requires repetitive movement of the wrists, hands, and/or fingers.
• Often requires walking or moving about to accomplish tasks.
• Constantly requires verbally expressing or exchanging ideas or important instructions accurately.
• Occasionally requires stooping and reaching.
• Lifting is required on an occasional basis.
• This job frequently involves sedentary and light work: Exerting up to 10 to 20 pounds of force and/or 0-40 pounds of force to lift, carry, push, and pull or otherwise move objects.
• Repetitive Motions are required which involve substantial movements of the wrists, hands, and/or fingers.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Typical Environmental Conditions

The worker is subject to inside environmental conditions: Protection from weather conditions including temperature changes.

Other Duties:

Must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately without causing significant safety threat to self or others. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.