Dole Packaged Foods

Service Desk Support Specialist I or II

US-CA-Atwater
ID
2017-1413
Category
Information Technology
Type
Regular Full-Time

Overview

Reports to: Manager of IT Services

 

Overview:

 

Dole Packaged Foods (Atwater Operations) is a large diverse operation with the primary function of processing and packaging fresh to frozen fruit for retail sale. Critical to the execution of Dole Atwater’s function of processing and packaging frozen fruit are various IT hardware, business critical systems and network infrastructure. To support business success, the site is staffed for one shift and an on-call rotation shift, that provides IT support, ensures reliable IT software functionality and hardware operations 24 hours a day 7 days a week.

 

Mission:

 

Provide exemplary IT support of all managed services for our internal and external customers at our local and remote locations.

Responsibilities

Service Desk Support Specialist Level I Duties and Responsibilities:

 

Has knowledge of basic concepts, practices, and procedures that focuses on IT support in a frozen food processing and packaging company or similar environment. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision and primary job functions do not typically require exercising independent judgment.

 

Must be able to perform or acquire the following skills:

 

  • Interprets problems and provides technical support for hardware, software, and systems, via phone calls, emails and in person as needed on a daily basis.
  • Responds to inquiries, listens carefully to customers, asks questions to diagnose the nature of the problem, and patiently walks the customer through the problem-solving steps.
  • Uses customer-oriented telephone etiquette to greet callers, establish rapport, and project a professional tone.
  • Overtime on an as needed bases to include evenings, weekends and holidays as part of a team rotation schedule.
  • Create SOP’s (Standard Operating Procedures) for all IT functions.
  • Prepare written or digital communication for employees and customers.
  • Install, modify, clean, and repair computer hardware.
  • Troubleshoot and interpret problems and provide technical support for hardware, software, and systems.
  • Complete tasks and duties with some supervision or guidance.
  • Recommends and schedules repairs with user and Desktop Service Engineer / Network Administrator.
  • Required to work with and take direction from Senior Service Desk Support Specialist.
  • Documents, tracks and monitors incidents to ensure a timely resolution.
  • Is attentive to the needs of customers. Respond quickly and competently to customer requests. capable of designing and delivering instructional training to develop a user’s individual skills.
  • Follow company policies & safety procedures.
  • Perform assigned preventative maintenance, repairs, and rebuilds on all associated IT equipment as assigned by supervisor.
  • Identify damaged or defective IT equipment and repair in a timely manner.
  • Diagnose, analyze, investigate, and correct basic causes of malfunction of IT equipment.
  •  Keep work areas clean, neat, and orderly.
  • Other duties that are reasonably associated with the above functions of the job.

 

Service Desk Support Specialist Level II Duties and Responsibilities:

 

Has intermediate knowledge of concepts, practices, and procedures that focus on IT support in a frozen food processing and packaging company or similar environment. Relies on limited instructions and guidance to plan and accomplish goals. Performs a variety of tasks and works under general supervision. A certain degree of creativity, latitude and independent thought is required.

 

Must be able to perform or acquire the following skills:

 

  • Perform same duties as a level 1 Desktop Support Specialist.
  • Interprets complex problems and provides technical support for hardware, software, and advanced systems.
  • Solve incidents and provide solutions to IT problems or issues.
  • Provide escalated support to customers and fellow employees as they answer questions and give advice.
  • Overtime on an as needed bases to include evenings, weekends and holidays as part of a team rotation schedule.
  • Complete complex tasks and duties with minimal supervision or guidance.
  • Identifies, researches, and resolves technical problems with minimal assistance.
  • Understands up to date (current) and advanced technology and can grasp challenging technical issues.
  • Work from advanced blueprints, wiring diagrams, and verbal instructions and can delegate them as needed.
  • Other duties that are reasonably associated with the above functions of the job.

 

 

Qualifications

Service Desk Support Specialist Level I Qualifications:

 

 

  • 1 – 3 years IT Servicedesk / IT Helpdesk or IT support environment experience or possess equivalent experience.
  • 2 – 3 years Customer Service experience.
  • Required to be forklift/aerial lift certified within the first 90 day of employment
  • Bilingual in English and Spanish a plus .
  • Associate Degree (2 years) in Computer Science, Information Systems, or related field preferred .
  • HDI (Help Desk Institute) certifications, ITIL Process Framework Foundations certifications, A+ certification, and Network + certifications Preferred and/or able to obtain within six months of employment.
  • Experience with ITSM platforms such as ServiceNow preferred.
  • Expert knowledge in a Windows 10 desktop environment & MS Office 365 applications
  • Email support experience with Outlook 365 and/or other enterprise email applications.
  • Knowledge of network connectivity and network infrastructure.
  • Switches, Network Cabling, and Telephony Cabling experience.
  • Familiar with system administration, including system maintenance, workstation support, internet connectivity concepts.
  • Strong problem-solving, analytical, and communication skills to ensure proper troubleshooting and diagnoses.
  • Can grasp technical concepts and communicates them effectively.
  • Must work well under pressure and insure safe performance at all times.
  • Must demonstrate a cooperative behavior with co-workers, supervisors, and management.
  • Working knowledge of GMP’s within a food manufacturing facility.
  • Ability to read, analyze, and interpret schematics, drawings, manufacturer’s literature, and technical procedures.
  • Ability to effectively present information and respond to questions from supervisors and managers.
  • Basic understanding of blue prints, and wiring diagrams.

 

Service Desk Support Specialist Level II Qualifications:

 

  • 2-4 years IT Service desk / IT Helpdesk or IT support environment, or equivalent experience
  • 2 – 3 years Customer Service experience.
  • Required to be forklift/aerial lift certified within the first 90 day of employment.
  • Bilingual in English and Spanish a plus.
  • Bachelor’s Degree (4 years) in Computer Science, Information Systems, or related field.
  • HDI Technical Support Professional certifications, KCS Foundation Certification, ITIL Practitioner certifications, and Network+ certifications.
  • Advanced experience with ITSM platforms such as ServiceNow is also preferred.
  • Expert knowledge in a Windows 10 desktop environment & MS Office 365 applications.
  • Advanced email support experience with Outlook 365 and/or other enterprise email applications.
  • Advanced understanding of blue prints, and wiring diagrams.
  • Advanced Knowledge of network connectivity and network infrastructure.
  • Knowledge of Servers administration and support.
  • Advanced familiarity with system administration, including system maintenance, workstation support, internet connectivity concepts.
  • Advanced problem-solving, analytical, and communication skills to ensure proper troubleshooting and diagnoses.
  • Grasps complex technical concepts and communicates them effectively verbally or in written form.
  • Work well under stressful situations and insure safe performance at all times.
  • Demonstrate a cooperative behavior with co-workers, supervisors, and management.
  • Working knowledge of GMP’s within a food manufacturing facility.
  • Ability to read, analyze, and interpret blue prints, advanced schematics, drawings, manufacturer’s literature, and technical procedures.
  • Ability to effectively present information and respond to questions from supervisors and managers.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

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