IT Support Help DeskR.E. Darling Co.

This position will require access to ITAR and/or EAR controlled technical data, technology or source code, and requires that all individuals in this role be authorized to access such information

General Description:

The IT Support Help Desk is an hourly, Grade 30 position reporting to the Information Technology & Systems Manager.  The IT Support Help Desk serves as the first tier level of troubleshooting hardware, software, phones, mobile devices and elementary ERP issues and troubleshooting is responsible for logging, maintaining and providing status for support calls to the IT department.  The IT Support Help Desk will generate and maintain electronic forms and templates as required and assist the IT Department team as needed. The position requires basic analytical and technical skills.  The IT Support Help Desk interacts with people in all levels of the organization; therefore good communication skills are also required.

Primary Responsibilities:

• First tier level troubleshooting for hardware, software, mobile devices and elementary ERP issues.
• Log IT Department support calls
• Provide status of support calls to end users
• Generation/maintenance of electronic forms and templates
• Assist IT Department team as needed
• Perform other duties as assigned

Education and Experience Requirements:

• Associates Degree in Computer Science or Related Field, or equivalent technical certification
• Basic technical hardware skills
• Basic proficiency in Microsoft Office Suite, Project, Visio and Adobe Acrobat
• Good communication skills

Specific Tasks and Focus Areas:

• Provide First tier troubleshooting
  • Basic troubleshooting of hardware, software, mobile devices and elementary ERP issues
• Log IT Department support calls
  • Enter support call into ticketing software
  • Attach associated documents/email to support issue
  • Determine severity of issue
• Provide status of support calls to end user
  • Generate reports for open support issues
• Generation/maintenance of electronic forms and templates
  • Generate and maintain fillable and static forms
  • Generate and maintain software templates
• Assist IT Department team as needed
  • Provide help when needed to other members of the IT Department

“AA/EOE/W/M/Vet/Disable”

R.E. Darling Co., Inc. is an equal opportunity employer. All qualified applicants will receive consideration of employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as protected veteran, among other things, or status as qualified individual with disability.