IT Support Technician in Howell, Michigan at Koppert Biological Systems, Inc.

Who We Are

Koppert Biological Systems is the worldwide market leader in integrated pest management and disease management. Koppert stands at the forefront of sustainable agriculture, having been founded in 1967 by visionary Dutch grower Jan Koppert. Our mission is to make agriculture healthier, safer, and more productive by partnering with nature. We achieve this through the use of natural enemies to combat pests, employing bumblebees for pollination, and leveraging microbials and bio stimulants to support, protect, and strengthen crops. With a clear vision of achieving 100% sustainable agriculture, we collaborate with growers, partners, universities, research institutions, and governmental bodies globally to meet the highest food safety demands while contributing to the better health of people and the planet.

Job Purpose

The IT Support Technician will provide first-line support for IT hardware, software, and systems for both on-site and remote employees. The IT Support Technician should possess a basic working knowledge of computer networking and troubleshooting.

They will work with the internal Global IT Helpdesk team to support 100+ users by providing maintenance to the computer desktop environment and production systems by analyzing requirements, resolving problems, and installing hardware and software solutions.

Primary Duties and Responsibilities

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receive and respond to calls, tickets, emails, and chat messages to provide first-line support for problems on all applications and hardware configurations.
• Configure and troubleshoot desktop PCs, laptops, and related software and peripherals for all new and existing employees on-site or remotely.
• Diagnose and resolve issues in a timely matter related to hardware malfunctions, passwords, printer configurations/errors/jams, software installations/configurations, remote connection, and wireless configuration/connectivity.
• Evaluate and properly escalate service requests that match suitable resources.
• Log all IT related incidents with the use of service management software (Freshdesk).
• Investigate, troubleshoot, document, and resolve hardware and software issues and help desk requests.
• Monitor and follow up on all outstanding issues to ensure proper and efficient resolution.
• Support the administration of the computer network and production systems and make repairs as necessary.
• Mobile device support and management, including setting up new phones and laptops using Microsoft Intune.
• Orient and train new employees on devices/equipment, tools, and IT procedures.
• Provide timely support for problems regarding critical events such as security breaches, viruses, and server and service outages for domestic Koppert offices.
• Document procedures and processes for internal use.
• Assist in special projects and perform any other related duties consistent with the scope and intent of the position.

Education and Experience

• High school diploma required, post-secondary education considered a plus.
• 1+ years of practical and relevant IT support experience required.
• 1+ years of experience working with Microsoft 365 (D365, Intune, Power BI, Power Automate) required.

Skills and Qualifications

• Strong understanding of computers (both hardware and software) and familiarity with platforms such as Windows Admin Tools, Citrix, Microsoft VDI, Dynamics Finance and Operations, and Dynamics CE.
• Experience with building and deploying Power BI forms and Power Automate flows.
• Familiarity with service management software (Freshdesk) or other IT ticketing system.
• Strong written and verbal communication skills. Ability to speak Spanish or Dutch is a plus.
• Working knowledge of networking concepts and protocols.
• Knowledge of hardware, software, and related technology for supporting iOS and Android.
• Strong problem-solving skills and ability to troubleshoot a variety of issues.
• Willingness to learn and apply new technologies.
• Ability to work effectively with all people, act as a team player, and operate with a sense of urgency.

Working Conditions

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, tablets, photocopiers, filing cabinets, and barcode scanners.
• Occasional exposure to a warehouse environment with cold/hot conditions, moderate noise levels, moving mechanical parts, and exposure to live insects including bumblebees.
• Ability to travel to other domestic Koppert offices for support as needed, up to 10% of the time.
• Ability to occasionally provide support outside of standard business hours.

Physical Requirements

• Ability to regularly sit, stand, or walk for long periods of time.
• Ability to travel (air and ground) up to 10% of the time.
• Ability to regularly lift and/or move up to ten (10) pounds, frequently lift and/or move up to twenty-five (25) pounds, and occasionally lift up to fifty (50) pounds.
• While performing the duties of this job, the employee is regularly exposed to repetitive motion, bending, twisting, crouching, reaching, pushing, and/or pulling.
• Ability to control emotions under various levels of pressures, stress, and fast paced activities.

Working at Koppert

The working atmosphere at Koppert is informal. We are a family company and closely involved with everything that happens within and outside our company. We are consistently looking at ways of improving and continuing to invest in our employees.

Hybrid work schedule may be considered after training period. Comprehensive Benefits Package to include medical, dental, and vision insurance, employer funded health savings account, tuition reimbursement, employer 401K match, life insurance, wellness program initiatives, employee assistance program, Volunteer Day, Koppert gear, and generous PTO!

Koppert Biological Systems is a veteran-friendly, Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. If you want to join a global and growing organization submit your cover letter and resume. At Koppert, we learn something every day!