IT Service Desk Analyst

Job Description

Job Description

Who are we:

We’re a leading Northeast family-owned food, agricultural products, and agricultural services organization headquartered in Lancaster, Pennsylvania. We provide animal nutrition and feeds; specialty protein production, processing, and marketing; on-farm protein production services; and grain, fertilizer, and ingredient procurement. 

We’re a stable company with strong core values, great benefits, competitive wage structure, and a safe and healthy work environment. With over 850 team members, we're a growing company in an essential sector – agriculture! 

Learn more here:  

What your day looks like:

POSITION SUMMARY: 

The Service Desk Analyst I provides support for basic technology-related incident resolution and service requests reported to the IT service desk. Responsibilities include initial assessment, triage, research, and resolution of basic IT incidents and service requests regarding the use of application software products and/or infrastructure components, including desktops, laptops, mobile devices, and related peripherals. The Service Desk Analyst I is responsible for collecting information through customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging, in a timely manner, other service resources or escalate to the proper IT team.

ESSENTIAL JOB FUNCTIONS: 

• Ensure adherence to Wenger policies, methods and disciplines
• Address and resolve basic incidents and service requests; logs all incidents and requests; identifies and engages other service desk resources or appropriate service resources to resolve complex technical incidents
• Creates a positive customer support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
• Supports and resolves basic incidents and service requests regarding use of application software or hardware
• Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
• Documents resolutions and updates self-help and staff knowledge bases
• Expands general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
• Provides after-hours and on-call support as needed
• Maintains and protects confidentiality regarding all aspects of customer and employee information
• Performs other duties as assigned

EDUCATION & EXPERIENCE:

• ITIL Certified or equivalent combination of education and experience
• 1-2 years’ work experience in an IT support role
• Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
• Proficient in address and resolving basic technology related issues, including, but not limited to desktop and network environments and peripheral devices
• Demonstrates ability to learn customer support processes and techniques
• Analytical skills
• Ability to solve problems
• Competency in MS Office Suite and ticketing systems such as Jira Service Desk or ServiceNow
• Excellent written, verbal, and presentation communication skills
• Solid organization skills including attention to detail and multitasking skills
• Experience or familiarity with manufacturing and distribution is desirable

In addition to our more traditional benefits, we also offer great perks and numerous resources for professional development and team building:  

• Promotional opportunities 
• Rewards and recognition programs 
• Robust onboarding and training program 
• Employee Discount Programs (Perks at Work) 
• Employee referral program  
• Encouraging and collaborative culture 

What our benefits are:

• Paid Time Off, Floating Holiday, Volunteer Day, Parental Leave, etc.  
• Carebridge Employee Assistance Program 

  For all full-time members: 

• Medical 
• Dental 
• Vision 
• Health Savings Account (HSA) 
• Medical Flexible Spending Account 
• Dependent Care Flexible Spending Account  
• Life Insurance/Accidental Death and Dismemberment Insurance 
• Short-Term & Long-Term Disability  
• Pet Insurance 

Each team member has the potential to earn a yearly bonus based on the achievement of company goals. 

The Wenger Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type as protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.