RO Information Tech II - 1st Shift at PEPPER SOURCE LTD – Rogers, Arkansas

Job Title: Information Tech II

Department: Information Technology

Reports To: IT Supervisor

FLSA Status: Hourly Non-Exempt

1st Shift

Hours: Monday - Friday 7:00am - 3:30pm

$27.00/hour

Resume and Background Check Required

Summary: Lead Information Technician in completing tickets, IT projects, and other IT Tasks for their site. Provides technical assistance and guidance by performing the following duties:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Troubleshoots more advanced issues with a finer detail, while able to communicate troubleshooting process and methodology.

• Advisor to Information Tech Is. Will assist Tech Is with troubleshooting, tickets, and assigned projects from IT Supervisor when necessary.

• Sees completion of tickets, calls, and emails that deal with, but not limited to:

- Hardware troubleshooting and installation.

- Software troubleshooting and installation.

- Network infrastructure.

- Account Management.

• Refers major hardware problems to service personnel for correction.

• Monitors IT Systems like Network Services and End Point functionality, and deploys solutions such as network cable installation, router/switch configurations, and end point configurations.

• Instructs users in use of equipment, software, and manuals.

• Provides updates, status, and completion to IT Supervisor of tickets, and assigned projects, while providing Users with the same courtesy.

• Responds to co-worker inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

• Recommends and performs remedial actions to correct problems.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Attendance – Maintains consistent and reliable attendance, ensuring availability to support team operations and meet business needs.

• Adherence to Policy – Follows company policies, procedures, and security standards to ensure compliance and protect organizational assets.

• Dependable – Demonstrates reliability by meeting commitments, responding promptly, and being a trusted resource for the IT Team and users.

• Communication – Maintains open, professional, and prompt communication with supervisor(s), co-workers, and other employees

• Productive – Efficiently manages workload and priorities to resolve tickets and tasks in a timely manner.

• Quality – Delivers high-quality work with strong attention to detail, ensuring accuracy and completeness when handling tickets and tasks.

• Safety - Promotes and follows safety best practices to maintain a secure working environment and protect employees, equipment, and data.

• Problem Solving - Analyzes and troubleshoots complex technical issues, applying IT logic to identify root causes and implement solutions.

• Initiative – Notices deficiencies in the IT environment and works to improve them.

• Teamwork - Works well with others, shares knowledge, and jumps in to help IT Team when needed to keep things running smoothly.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to physically perform the following:

• Stand, sit and/or walk for the duration of the shift

• Use hands to finger, grip, handle, or feel and reach with hands and arms

• Talk and hear

• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl

• Close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly exposed to wet and/or humid conditions and moving mechanical parts. The employee is frequently exposed to fumes or airborne particles; toxic or caustic chemicals; extreme cold and extreme heat. The employee is occasionally exposed to high, precarious places. The noise level in the work environment is usually loud.