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Form of workLINCOLN PREMIUM POULTY
JOB DESCRIPTION
JOB TITLE: IT Service Desk Technician DATE: 3/2024
REPORTS TO: IT Operations Manager STATUS: Non-Exempt
CORE VALUE COMMITMENT:
All employees will demonstrate our culture of commitment to quality, respect for fellow employees and business partners, and responsibility to the environment and community.
JOB SUMMARY:
The primary role of an IT Service Desk Technician is the technological support and enablement of LPP's staff and operations. This position serves at the front-line of IT, directly interacting with other employees and vendors to enable LPP's mission. The IT Service Desk Technician is responsible for the hardware and software support of all LPP end users. The ideal candidate will possess excellent customer service skills, a positive, solutions-oriented attitude, and an ability to troubleshoot complex problems.
ESSENTIAL JOB FUNCTIONS:
Field incoming requests from multiple channels (phone, email, ticketing), then triage and prioritize those requests.
Troubleshoot all incidents, seeking guidance from and escalating to the IT Engineering and Application teams when appropriate.
Continuously create, maintain, and update documentation to preserve knowledge and promote continuity of support.
Be the primary resource for all end user devices, including but not limited to, desktop and laptop PCs, printers, peripherals, and phones.
Be the primary resource for all end user computing issues (i.e., Microsoft Office, browsers, connectivity).
Provide first level support for all IT applications and IT business functions.
Responsible for maintaining and updating IT inventory.
Install and terminate CAT6 network cabling
Perform routine maintenance tasks in IT applications and infrastructure systems.
Monitor and respond to outages and alerts, supporting and coordinating with other IT teams and vendors, as necessary.
Assist and support IT projects, as necessary.
Occasionally provide weekend and afterhours support as needed.
Participate in an on-call rotation for weekend and afterhours support.
KNOWLEDGE, SKILLS AND ABILITIES:
Ability to accurately troubleshoot and resolve both hardware and software based technical issues.
Working knowledge of Microsoft end user computing products, such as Windows 10 and Microsoft Office.
Understanding of core networking principals and concepts
Effective customer service and interpersonal skills, both in person and in writing.
Strong ethics and the ability to resolve issues in a manner consistent with LPP's values.
EDUCATION AND EXPERIENCE:
Associates Degree in an Information Technology related field, and/or experience in an information technology related role is desired.
Previous service/help desk or manufacturing experience is highly desirable.
NOTE:
The information above approximates the general nature of the job's duties. Other duties may be assigned as situations dictate.
