Desktop Support Technician

Job TitleThe starting pay for this position will be between $26 - $33/hour depending on experience. Desktop Services provides escalated technical support and services from the Service Desk for all computer users in all divisions of Shamrock Foods Company. This position supports a 24/7 work environment.Essential DutiesFollow written and verbal instructions/directionsFollow all ticket handling and escalation proceduresIdentify, troubleshoot and resolve system hardware and software problemsCommunicate time sensitive or critical technical information to Shamrock associatesMonitor and investigate re-occurring problemsInvestigate problems and perform root cause analysisAnswer, record, solve, and track calls/requests from usersProvide comprehensive technical support services to Shamrock employees and customersWork within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.Apply critical thinking skills and troubleshooting methods to either resolve or escalate issues to the appropriate technical support team.Use available knowledge tools during troubleshootingTake all necessary steps to ensure total customer satisfactionCreate, submit as well as manage escalated detailed tickets documenting customer interactions.Accuracy, thoroughness, and timeliness are key call logging componentsConfirm and update customer profile information as needed.Promptly notify management of any potentially "dissatisfied" customersFollow all documented escalation processes and proceduresMaintain technical proficiency in Shamrock supported systems and applicationsActive participation in department organized training events and staff meetings.Contribute current technical information and best practices concerning Shamrock proprietary applications to the Documentation Reference Library or other Shamrock knowledge distribution channels.Organize and utilize all support resources provided including emails, documentation, contact lists, etc.Possess decision making skillsFacilitate communication and document outages time linesOpen/facilitate communications for the call-in bridge lineAssist in directing technical resources to work through outage issues to resolution.Understand and follow time sensitive escalation proceduresDocument, track, analyze and follow up on all issues escalated from the Service Desk.Analyze data to reduce costs and improve service levels and MTTR (Mean time to repair)Identify reoccurring problems - suggest solutionsIdentify and remove waste to streamline business processesUnderstand how to maintain user access to Shamrock Foods Enterprise Network and individual applications.Understand how account creations are completed for all Shamrock systems and applicationsAccount Terminations - Lock-down/remove access to all SFC systems applicationsInternet account administration - Removes internet access for associates who abuse internet privileges or receive virus alertsPassword administrationRegular and reliable attendance.Other duties as assignedQualificationsExcellent people skillsExcellent verbal and written communication skillsExcellent Customer Service SkillsBasic Microsoft Office Suite, Windows Operating Systems and Internet applications supportBasic problem solving, troubleshooting, and organizational skillsBasic experience with escalation and common IS follow up proceduresCapable of typing at least 35 WPMPositive attitude and strong work ethicProactive, energetic, strong sense of urgency works well with others in a team oriented and fast paced environment, solid interpersonal skills, ability to adapt to changeAvailable to work flexible hours to support 24/7 support environmentCorporate SummaryAt Shamrock Foods Company, people come first - our associates, our customers, and the families we serve across the nation. A privately-held, family-owned and -operated Forbes 500 company, Shamrock is an innovator in the food industry and has been since being founded in Arizona in 1922.Our MissionAt Shamrock Foods Company, we live by our founding family's motto to "treat associates like family and customers like friends."Why Work For Us?Benefits are a major part of your overall compensation, and we believe offering them at an affordable cost is not only the right thing to do, but it helps keep you and your family healthy. That's why Shamrock Foods pays for the majority of your health insurance, allowing you to take home more of your paycheck. And it doesn't stop there - our associates also enjoy additional benefits such as 401(k) Savings Plan, Profit Sharing, Paid Time Off, as well as our incredible growth opportunities, continued education and wellness programs.Equal Opportunity EmployerAt Shamrock Foods Co all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or any other basis protected by applicable law.