IT Support Technician I

The IT Support Technician I provides excellent customer service for level 1 Helpdesk requests providing first-line technical support to Jack Links end users. This role is responsible for handling incoming support requests via ticketing system phone or email. IT Support Technician I troubleshoots hardware software and process issues escalating to higher levels of support when required.

The duties and responsibilities of this position shall consist of but not be limited to the following:

• Respond to and resolve user issues within established SLAs in a professional and polite manner.
• Provide excellent customer service tracking issues and providing updates as needed.
• Build and validate standard system builds for PCs/Laptops/Handhelds etc. and their associated hardware
• Install configure and troubleshooting PCs/Laptops/Handhelds etc. and their associated software
• Patch and maintain end user devices according to patch and security policies with the JLBJ environment
• Utilize and update the enterprise ticketing system (Track-IT) to keep record of work assigned and maintain expected Problem/Service Level Agreements with the business and if necessary ensure timely escalation of client problems.
• Perform level 1 diagnosis and resolution of technical problems for a variety of end users plus identify test and implement corrective hardware solutions including off-site repair as needed.
• Escalate unresolved issues to level 2 support or appropriate personnel.
• Complete move add and changes as requested by internal customers for end user compute devices and associated peripherals.
• Respond to customer issues through ticket system email phone and in person requests.
• Maintain an inventory of all computers monitors printers scanners etc.
• Track and maintain licenses in use and available for all end user devices
• Follow identified incident and problem management procedures for use by the help desk
• Provide input into training materials and procedures and/or train users in the proper use of hardware and software.
• Travel to other Jack Links locations as needed to provide technical support at those locations.
• Provide on-call off-hours and weekend support as assigned to support the JLBJ staff
• Performs other duties and responsibilities as necessary.

Qualifications :

Required Education:

• High School diploma or equivalent

Required Experience:

• 1 year desktop support experience
• Strong customer-service orientation.
• Ability to effectively communicate technical information to non-technical personnel.
• Able to read and understand technical manuals and procedural documentation.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Self-motivated and directed with keen attention to detail.
• Knowledge of current technological developments and trends in industry.
• Valid drivers license and insurable.
• Ability to travel to other plants

Preferred:

• 2 year technical degree in computer science field    
• MCSA certification

REQUIRED SKILLS KNOWLEDGE and ABILITIES:

• Excellent verbal and written communication skills; must work effectively with all levels of management and employees
• Must demonstrate effective leadership problem solving presentation and employee motivational skills.
• Proficient in Internet navigation Microsoft Word Excel PowerPoint and Outlook.

Additional Information :

The hourly rate  range for this role is $23.33 - $32.08 (hourly). Actual salaries will vary based on several factors including but not limited to external market data internal equity location and candidate skill set and experience. Base pay is just one component of Jack Links Total Rewards package for Team Members. Other rewards may include annual incentive and program-specific awards. Jack Links provides a variety of benefits to eligible Team Members including medical dental and vision benefits life and disability insurance 401k participation paid holidays and paid time off.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:
Jack Links provides equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic that is protected by federal state or local law.

E-VERIFY:
Jack Links is participant in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.  For information about the E-Verify program please visit:   your information will be kept confidential according to EEO guidelines.