It Support Specialist

Eagle Eye Produce in an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, national origin, religion, gender, marital status, citizenship, military service membership, age or disability., or any other status protected under federal, state, or local law.
About our Company:
Eagle Eye Produce is a premier grower shipper with more than 30,000 acres under cultivation. We grow in multiple states in the United States as well as several locations in Mexico. Our focus is to provide our customers with a year round supply of the products we grow. These items include; several Potato varieties including organics, Onions, Watermelon and Nogales Vegetables (Tomatoes, Peppers, Squash, Cucumbers). Additionally, we own and operate several state of the art production facilities across the United States. With Sales offices from New York to California, our team of experienced staff is dedicated to meeting our customer's needs.
Our Mission:
To be the Partner of Choice to our customers by growing and delivering the highest quality produce, providing exceptional customer service, and employing the best people in the industry.
Position Summary:
Join our team at Eagle Eye Produce as an IT Support Specialist. You'll be the go-to technical support expert, ensuring prompt and effective issue resolution for our valued customers. With 2-5 years of experience and a strong technical skill set, you'll manage help desk operations, troubleshoot hardware and software issues, and educate users on essential software and hardware operations. Your role will also involve maintaining a knowledge base of FAQs, assisting with reports on help desk performance, and handling user account management. If you're a dependable problem-solver with a commitment to delivering exceptional IT support, we welcome you to apply and be a part of our dynamic team.
Required Skills / Competencies:

• High School Diploma or associate degree in IT, Computer Science, or a related field
• Customer Service skills and ability to explain technical issues clearly
• Troubleshooting computers, printers, mobile devices, networks
• Strong communication skills
• Available for after-hour and weekend support
• Dependable vehicle for deliveries and travel
• Be able to lift and carry 50-75lbs
• Ability to climb stairs and ladders

Principal Duties and Responsibilities:

• Technical Support: Provide first-level contact and resolve customer issues, ensuring all user requests are handled promptly and effectively
• Ticket Management: Track and manage help desk tickets, using the ticketing system to log all interactions, troubleshoot problems, and document solutions
• Problem Diagnosis: Diagnose technical problems and direct users to the appropriate department for further resolution
• Software and Hardware Troubleshooting: Troubleshoot hardware and software issues, including network connectivity, device functionality, and system performance
• Training: Train users on the operational procedure of software and hardware essential for their roles
• Maintenance: Perform preventive maintenance and repair to ensure that devices and equipment operate effectively
• Knowledge Base Management: Develop and maintain a growing knowledge base of 'Frequently Asked Questions' and their resolutions to enable faster problem-solving
• Reporting: Assist in preparing reports on help desk performance, including issues reported, resolution times, and user satisfaction
• Escalation: Escalate more complex calls to the relevant IT Support member
• User Account Management: Manage user accounts, password resets, and troubleshoot user profile issues
• Documentation: Document, track, and monitor problems to ensure a timely resolution. Assist with basic system administration tasks as directed by the Jr. System Administrator
• Willingness to take on additional responsibilities as directed and as deemed necessary

Expected Hours of Work:

• This position may require approximately 40 plus hours, as needed, to meet the demands of the business and complete the responsibilities of this position.

Work Environment:

• Duties and responsibilities are performed in an office, as well as a warehouse setting
• This role routinely uses standard office equipment

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer
• Exposure to temperatures of approximately 42° in the warehouse
• Ability to speak to and hear customers and/or other employees via phone or in person
• Must be able to lift 55 lbs.

Travel:

• Driving is an essential job function for this position in order to perform support duties across all Eagle Eye Produce locations. A valid driver's license is required if using employee's own vehicle or company vehicle to perform duties

Executives Expectations from Employees:

• Complete honesty
• No tie-in with outside businesses that could cause a conflict of interest
• Neatness in appearance and work habits
• Application to the job during working time
• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers and suppliers
• Work effectively as a team contributor on all assignments
• Work independently while understanding the necessity for communication and coordinating work efforts with other employees and organizations
• Adhere to all company policies, procedures and business ethics
• Represent and ensure Eagle Eye's professional reputation and service excellence are always maintained

Benefits:

• Employer matched 401k up to 4% (100% vested)
• Paid PTO
• Paid Holidays
• Competitive Wages
• Health Insurance
• Dental/Vision
• Group Life and Disability Insurance - company paid.
• Company Profit Sharing
• Annual Holiday Party