IT Help Desk Technician

JOB SUMMARY:Responsible for providing Level 1 and Level 2 technical support to employees via phone, email, Microsoft Teams, remote support tools, and in person. This role is responsible for diagnosing and resolving hardware, software, network, account access, and endpoint-related issues, while escalating advanced problems to other IT team members as needed. Supports the setup, deployment, maintenance, and lifecycle management of end-user workstations, mobile devices, and phone systems.ESSENTIAL FUNCTIONS:The essential functions in this job description are intended only as an illustration of the various types of duties that may be performed. The omission of specific duties does not exclude them from job performance requirements if work is similar or related to the job.Serves as the primary Level 1 and Level 2 point of contact for employees seeking technical assistance.Determines the best solution based on the issues and details provided by customersTroubleshoots escalated hardware, software, network, and account-related issuesAdministers user accounts, permissions, and group policies in Active DirectoryInstalls, configures, images, and deploys desktops, laptops, mobile devices, and peripheralsSupports Microsoft 365 administration, including Teams, Outlook, and Exchange troubleshootingAssists with endpoint security, patching, and system updatesMaintains IT asset inventory and lifecycle documentationCoordinates with third-party vendors for warranty and service issuesConducts research to provide solutions to IT issues and assists in root cause analysis and recurring incident preventionDirects unresolved issues to the next level of support personnelRecords events, problems, and resolutions in IT ticketing softwareMaintains technical documentation, troubleshooting guides, and standard operating procedures for recurring support issuesFollows up and updates customer status and informationProvides accurate information on IT products or servicesIdentifies and suggests improvements to procedure and support processesParticipates in an on-call support rotation and provides 24/7 technical support coverage during peak operational seasons, including evenings, weekends, and holidays, and emergency response situations, as neededSUPERVISORY RESPONSIBILITIES:NoneMINIMUM QUALIFICATIONS:Associate degree in information technology and two (2) years of related experience;OR a combination of experience, certification, education and training that demonstrates expertise in the related areasCERTIFICATIONS, LICENSES OR SPECIAL QUALIFICATIONS:Must possess and maintain a regular Class “E” Driver’s licensePREFERRED QUALIFICATIONS:A+ or Network+ certificationsBilingual – English and SpanishKNOWLEDGE, SKILLS, AND ABILITIES:Knowledge of Microsoft 365, Active Directory / Entra ID, endpoint management systems, ticketing platforms, PC/LAN/WAN communications, and computer hardware and software.MFA / identity managementSkill in the use of Microsoft Office products (Teams, Word, Outlook and Excel) and applicable department and organization specific software; ability to learn and become proficient in the use of other specialized software as may be requiredSkill in organization, attention to detail, and time management with a proven ability to meet deadlinesSkill in using mathematics required for the workSkills in assisting non-technical individuals with complex technical issuesAbility to follow oral and written instructionsAbility to work cooperatively as a member of a service-oriented teamAbility to maintain confidentiality of sensitive materials and informationAbility to clearly communicate and understand information in English, orally and in writingAbility to adapt quickly to changing circumstances and multicultural environmentAbility to follow public safety guidelines and protocols and perform job functions in a safe mannerAbility to establish and maintain effective working relationships with those interacted with during work regardless of race, color, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, age, genetic information, disability, political affiliation, military service, or diverse cultural and linguistic backgroundsAbility to maintain regular attendance to ensure efficient and effective performance of job dutiesMust be available to work evenings, weekends, holidays, and emergency on-call shifts during peak operational seasonsAMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS:Depending on functional area of assignment, tasks involve the ability to exert light physical effort usually involving some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). May involve some climbing, balancing, stooping, kneeling, crouching, crawling, walking, or standing. Tasks may involve extended periods of time at a keyboard or workstation and extended periods of time standing and/or walking.Tasks are regularly performed inside and/or outside with potential for exposure to adverse environmental conditions (e.g., dirt, cold, rain, fumes).Some tasks require manual dexterity, in addition to visual and hearing acuity. Some tasks may involve identifying and distinguishing colors. Some tasks require the ability to perceive and discriminate visual cues or signals.BENEFITS: We offer a suite of benefits, including but not limited to:Health, dental, visionShort-term and Long-term DisabilityCritical Illness, Accident, Hospital IndemnityEmployee assistance program – offers confidential counseling and support with mental, financial, physical, and emotional wellbeingPaid time off (vacation, sick, holidays, bereavement, jury duty)401(k) program with highly competitive matchTuition reimbursementCOMPANY VISION:SCGC’s vision is to deliver the greatest value to our member-growers and employees by being an industry leader in all we do. We are passionate about our vision, and we are looking for others that are equally as passionate.COMPANY DESCRIPTION:Sugar Cane Growers Cooperative of Florida (SCGC) is made up of primarily family-owned grower-members who cultivate sugarcane on over 75,000 acres of land, mainly in Palm Beach County, Florida. The Cooperative oversees the mechanical harvesting, processing, and marketing of raw sugar, molasses, and other by-products. With a workforce of over 500 employees, SCGC plays a key role in the sugarcane industry. Learn more at scgc.org.Sugar Cane Growers Cooperative of Florida is an Equal Opportunity Employer. #J-18808-Ljbffr Sugar-Cane-Growers-Cooperative-of-Florida