Red Gold is hiring: Service Desk Support - Overnight Analysts in Elwood

Tier 2 Service Desk • Track and Manage incidents/service requests (tickets) through their lifecycle, ensuring timely resolution and proper escalation when necessary. Maintain detailed records of incidents, service requests, events occurred, and resolutions in the ITSM. • Provide client support and technical issue resolution via email, phone, or remote screen sharing. • Provide after-hours remote support on a rotation basis to support business needs. • Build rapport and elicit problem details and requirements from non-technical and technical customers. • Maintain and build knowledge and documentation of Red Gold IT environment and support software applications. • Document customer interactions in IT Service Management Software (ITSM). Project Work • Participate, lead, or manage projects including system upgrades, hardware rollouts, automation implementations, and security initiatives, demonstrating a strong ability to learn both project management skills and technical skills. • Develop and follow up on tasks including evaluations, prototypes, user specification definition, testing, and delivery as directed. • Actively contribute to new project initiatives and innovative ideas to improve processes and systems, demonstrating business awareness by taking a proactive approach rather than just executing assigned tasks. • Collaborate with all customers within the business to identify opportunities for improvement and drive continuous innovation within Red Gold and the IT department. Oversee the deployment of updates, configurations, and management of Endpoint Security using Microsoft Endpoint Manager. Ensuring all endpoints are compliant with company policies and security standards. • Monitor and manage security dashboards, alerting, and escalating to management about potential security risks or findings. Software, Hardware, and Connectivity • Analyze, troubleshoot, and conduct root cause analysis and resolution of incidents regarding supported software applications. • Securely provide initial support for internal and external network connectivity issues, including LAN, WAN, wireless, and VPN • Develop, enhance, and document processes for end user computer equipment replacements and upgrades. • Troubleshoot and resolve hardware issues supporting office and essential plant functions such as agriculture deliveries/processing, production, labeling, and inventory management. • Educate end users on the use of new equipment. • Participate in the hardware lifecycle and asset management process. • Manage regularly scheduled IT spare hardware inventory cycle counts at remote locations. High School Diploma required. • 1-3 years of IT Service Desk or Call Center experience preferred. • Experience using IT Service Management Software (ITSM) preferred. Proven customer service skills. • Advanced troubleshooting and analytical skills necessary for root cause analysis and trend analysis. • Ability to make timely decisions related to service delivery while following established guidelines. • Ability to work independently with little supervision as needed. • Thorough knowledge of Microsoft products including (Windows, Office, Teams, SharePoint, and OneDrive). • Ability to understand and explain technical information to non-technical customers. • Patient and clear communicator with both technical and non-technical customers via phone and email • Service oriented • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must be able to use fingers to constantly operate a computer or other type of office equipment. • The employee may occasionally be required to bend, crouch, or crawl in tight spaces, such as under desks to hook up electrical wires, for example. • Medical premiums as low as $20.89/week • Employer-paid disability benefits • Free counselling through the Employee Assistance Program • Employer-paid life insurance • Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities