IT Service Desk Analyst

Job DescriptionJob DescriptionWho 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 disciplinesAddress 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 incidentsCreates 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 attitudeEnsures the end-to-end customer experience and provides a single point-of-contact for the customerSupports and resolves basic incidents and service requests regarding use of application software or hardwareFollow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is completeDocuments resolutions and updates self-help and staff knowledge basesExpands general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contactProvides after-hours and on-call support as neededMaintains and protects confidentiality regarding all aspects of customer and employee informationPerforms other duties as assignedEDUCATION & EXPERIENCE: ITIL Certified or equivalent combination of education and experience1-2 years’ work experience in an IT support roleDemonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminologyProficient in address and resolving basic technology related issues, including, but not limited to desktop and network environments and peripheral devicesDemonstrates ability to learn customer support processes and techniquesAnalytical skillsAbility to solve problemsCompetency in MS Office Suite and ticketing systems such as Jira Service Desk or ServiceNowExcellent written, verbal, and presentation communication skillsSolid organization skills including attention to detail and multitasking skillsExperience or familiarity with manufacturing and distribution is desirableIn addition to our more traditional benefits, we also offer great perks and numerous resources for professional development and team building:Promotional opportunitiesRewards and recognition programsRobust onboarding and training programEmployee 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:MedicalDentalVisionHealth Savings Account (HSA)Medical Flexible Spending AccountDependent Care Flexible Spending Account Life Insurance/Accidental Death and Dismemberment InsuranceShort-Term & Long-Term Disability Pet InsuranceEach 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.