GENERAL SUMMARY

Maintains the Flavor Producers Information Technology Help Desk environment and ensures the help desk team members and end users have an effectual workplace. Additionally, while ensuring effective communication in their department, supports the departmental workflow for all IT tickets, metrics, problem solving, communication between IT staff and end users. You will be working closely with all end-users to resolve issues. This position will also provide quality and value to the end-users.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES

• Maintains departmental focus and able to assist the IT Zendesk help desk tickets system.

• Troubleshooting (printers, computers, VPN, networking, programs, etc)
• Cable Installations and terminations
• VPN account management and setup
• Maintain anti-virus software
• Implement and sustain network security protocols as defined by IT department

• Troubleshooting common issues in Sage X3, SQL, ADC, Procession, CRM, Sphera, GHS and SEI
• Maintain and support Desktop/Laptops, making sure all desktop applications, workstations, and related equipment problem are resolved in a timely manner with limited disruptions
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including knowledge of security, storage, data protection, and disaster recovery protocols

• Experience working with end-users to understand their business processes and requirements to work with the development team to design functional solutions

• Provide documentation and technical specifications for IT department
• Installation, training, and troubleshooting for SEI Excel add-in
• Able to communicate technology & solutions to end users.
• Creates/maintains/supplies Help Desk reporting and metrics
• Excellent verbal and written communication skills (English) required with the ability to build relationships with end users

• Self-motivated with a desire and drive to continuously learn and grow as a professional and as an individual

Qualifications for IT Helpdesk Specialist

• Associate degree in a Computer Science, Information Technology, System Administration, or a closely related field
• 3 years of database, network administration, or system administration experience
• Experience with scripting and automation tools
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols
• Excellent verbal and written communication skills (English) required with the ability to build relationships with internal and external stakeholders

Supervision:

This position has no direct reports.