IT Support Technician

Location: Morgan, MN Job Id: 125 # of Openings: 1 Reports to: IT Manager Location: Morgan Wage Range: Wage Range: $20-26 Supervises: N/A FLSA Status: Non-Exempt (Hourly) About Us Farmward Cooperative is a farmer-owned cooperative dedicated to supporting agricultural producers and rural communities. We provide agronomy, energy, grain, feed, convenience store, retail services - including auto shops and small engine repair and financial services, all with a focus on safety, integrity, and long-term relationships. We are committed to providing quality products and services while fostering a safe, supportive, and respectful workplace where employees can grow and succeed. Position Summary The IT Support Technician is responsible for performing all aspects of customer service and support related to our Company’s IT infrastructure. Key areas of responsibility include providing quality customer support, meeting service response time goals, troubleshooting problems, researching/answering user questions, friendly customer service and making process/product/service improvement suggestions. Duties & Responsibilities Key Area Tasks Quality of IT Support Quickly and correctly identifies the user's issue or problem Recommends the most efficient solution to address the user's issue Integrate risk management data across agronomy, precision ag, lending, and crop insurance divisions to streamline customer decision-making. Displays an ability to patiently walk a user through the steps needed to address the issue Service Response Times Answers all web-based inquiries or feedback within the response time goals for the IT Help Desk Answers all phone calls within the response time goals for the IT Help Desk Improves response times by contributing content to our FAQ help database Customer Service - Technical Skills Displays a deep understanding of our organization's technology infrastructure, hardware, software and user needs Broad knowledge of best practices for addressing various issues with our technology infrastructure, hardware, software Customer Service - People Skills Maintains a positive and friendly attitude towards all of our team members Handles difficult situations calmly and with confidence Displays empathy for our technology users and their day-to-day challenges Organization & Efficiency Maintains good organization and follows each user service issue through to completion Records and keeps track of all required information to support accurate reporting from the IT Help Desk Process Improvements Productively fills down-time to improve our technology infrastructure and our organization Proactively makes suggestions for solutions to our most recurring user requests and technology service issues Qualifications & Requirements Education and Experience Associate's degree or an equivalent level of training or experience Relevant experience in a tech support or customer service role or an equivalent skill set Strong computer skills and technical knowledge Proven ability to provide quality customer service support Strong problem-solving ability Strong customer service and people skills Experience supporting Microsoft Windows operating systems and Microsoft 365 applications. Knowledge of computer hardware, software installation, maintenance, and troubleshooting. Experience with mobile device support, including smartphones and tablets. Familiarity with network concepts including VPNs, wireless connectivity, printers, and network troubleshooting. Experience with help desk ticketing systems and documenting technical issues. Ability to prioritize and manage multiple support requests in a fast-paced environment. Understanding of cybersecurity best practices and data security principles. Skills and Competencies Excellent verbal and written communication skills Ability to explain technical concepts to non-technical users Strong attention to detail and organizational skills Ability to work independently and collaboratively with a team environment Ability to maintain confidentiality of sensitive business and employee information Strong Troubleshooting and analytical skills Demonstrated commitment to continuous learning and staying current with technology trends. Additional Requirements Ability to travel between Farmward and AgQuest Locations. Availability to work extended hours as needed to meet business demands Maintain a satisfactory Motor Vehicle Record (MVR) in compliance with company and insurance standards Ability to lift and move computer equipment weighing up to 50 pounds. Ability to work in office, warehouse, outside remote environments as needed. Farmward is proud to offer more than just a paycheck. Our compensation and benefits package is built around the whole employee -your health, your future, your family, and your growth. Medical Insurance Health Savings Account (HSA) with employer contributions Company-paid life and disability insurance Both a Pension and 401 (k) match - a rare combination that invests in your long-term future. Paid time off, volunteer day, and holidays Profit-sharing bonus opportunities Employee Assistance Program (EAP) including mental health, financial counseling, and family support resources Wellness program with reimbursement options Additional voluntary benefit options, which includes Dental, and Vision Insurance. Growth & Development: Training and certification reimbursement Professional development to support career advancement within our cooperative Position Perks: $200 annual logo clothing allowance Cell phone Reimbursement Disclaimer: This job description is not intended to limit the responsibilities of an employee assigned to this position to those duties listed above. The employee is expected to follow any other instructions and perform any other duties requested by the immediate supervisor or company management. The level of involvement may vary based on company and individual capabilities. #J-18808-Ljbffr Farmward Cooperative