Weber Food Technology
IT Help Desk Specialist Job at Weber Food Technology in Kansas City
Weber Food Technology, Kansas City, MO, US, 64101
Job Title:
IT Help Desk Specialist
Department:
Information Technology
Reports to:
Director of Information Services
Location:
Kansas City, Full time In-Office
Supervisory Responsibilities:
none
Position Summary
The IT Help Desk Specialist will perform the ongoing Tier II Help Desk support duties of Weber's IT technology solutions, peripherals, and ancillary systems. The Help Desk specialist will work closely with the System Engineer, Super Users, and end users to support daily issues and functions. Activities will include but are not limited to ticket triaging and assisting customers with technical issues or questions regarding computer hardware or software devices. Other activities include ticket triaging, procurement, onboarding, technical documentation, managing small projects, and meeting facilitation.
Duties and Responsibilities
Full Time
Classification:
Non-exempt
Travel Requirements:
Behavior Standard
Maintain a positive work atmosphere by acting and communicating in a respectful manner to get along with customers, co-workers, and management. Always strive to provide the Perfect Portion.
IT Help Desk Specialist
Department:
Information Technology
Reports to:
Director of Information Services
Location:
Kansas City, Full time In-Office
Supervisory Responsibilities:
none
Position Summary
The IT Help Desk Specialist will perform the ongoing Tier II Help Desk support duties of Weber's IT technology solutions, peripherals, and ancillary systems. The Help Desk specialist will work closely with the System Engineer, Super Users, and end users to support daily issues and functions. Activities will include but are not limited to ticket triaging and assisting customers with technical issues or questions regarding computer hardware or software devices. Other activities include ticket triaging, procurement, onboarding, technical documentation, managing small projects, and meeting facilitation.
Duties and Responsibilities
- Serve as primary Help Desk contact for end users.
- Troubleshoot Tier I (as needed) and Tier 2 issues with end user computers, tablets, mobile phones, multi-function printers and peripherals.
- Handle administrative support functions for incident management including ticket triaging and routing, information gathering, and technical documentation.
- Review, troubleshoot and triage all Tier II (intermediate to advanced complexity) incidents and delegate/escalate to the System Engineer (Tier III) support as appropriate.
- Engage and collaborate with Weber Global IT support counterparts as appropriate.
- Prepare and configure end user devices such as laptops, desktops, tablets, and mobile phones.
- Perform and support all duties associated with new employee onboarding, cross-boarding and offboarding.
- Perform and support duties associated with procurement and inventory management.
- Engage and collaborate with Tier III support as appropriate.
- Create accounts and configure/maintain access rights to hardware and software systems.
- Support and troubleshoot all meeting room audio/video systems.
- Assist with implementing new hardware and/or software solutions.
- Update existing and new processes documentation via a document management solution.
- Manage small to medium complexity projects.
- Intermediate to advanced knowledge of most recent Windows and Apple operating systems including iOS, iPadOS, Windows, Microsoft Server
- Strong knowledge of troubleshooting methodology
- Ability to prioritize, manage, and execute tasks via a ticketing system and ticket queue
- Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally
- Creative and analytical thinker with strong problem-solving skills
- Exceptional verbal and written communication skills
- Experience working in an ITIL based organization preferred
- Minimum 3 years of experience working in a technical support role
- Certifications preferred: Microsoft 365: Fundamentals and/or Administrator Expert, CompTIA A+, Network+, Security+, Server+, ITIL Foundations
- Associate's Degree in IT related field preferred
- Experience working in a service-oriented organization preferred
- Current valid U.S. driver's license.
- Valid U.S. passport or can obtain one.
Full Time
Classification:
Non-exempt
Travel Requirements:
- Must have the ability to travel within United States and Canada.
Behavior Standard
Maintain a positive work atmosphere by acting and communicating in a respectful manner to get along with customers, co-workers, and management. Always strive to provide the Perfect Portion.