IT Support Specialist I

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Job Category

Information Resources

Position

IT Support Specialist I

Location

La Farge, WI

Full Time

Yes

Job Duties

If a company is going to make a difference in today’s world, it’s going to have to think differently. At Organic Valley, our philosophy and decisions are based on the health and welfare of people, animals and the earth. We’re a mission-driven cooperative, owned by family farmers, and we’ve been leaders in organic agriculture from the very beginning. Once pioneers of organic agriculture, we’re now an established leader. Organic is all we do. We are driven by our mission to promote regional farm diversity and economic stability by the means of organic agricultural methods and the sale of certified organic products.

The IT Support Specialist I will provide first line help desk support to CROPP staff. This includes receiving, prioritizing, classifying, documenting and when possible resolving requests received through the Help Desk via telephone or email.

Essential Duties and Responsibilities

Field incoming help desk requests from end users via both telephone and emailed

work orders in a courteous manner.

Verify and document all pertinent end user information including name,

department, contact information, and nature of issue.

Use established triage and classification procedures and provide resolution on first

call, if possible.

Recognize and escalate incidents and problems using established procedures when

appropriate to default technician.

Provide informal technical training to OV staff.

Monitor, coordinate, and communicate support issue resolution to ensure timely

completion.

Other duties as assigned by supervisor.

Additional Duties and Responsibilities

Perform minor repairs to hardware, software, and peripherals.

Provide backup support for hardware and software installs and upgrades.

Provide information for identifying potential training materials and/or programs.

Acquire, maintain, and expand, knowledge of relevant products.

Knowledge, Skills and Abilities

​Basic to intermediate desktop operating system, hardware and software knowledge

with high desire to learn is required.

Computer technician diploma or Associate Degree in information technology,

business, related field or equivalent experience is desirable.

Previous experience in a customer service field.

Proven verbal and written communication skills required.

Basic to intermediate experience using Microsoft operating systems and Office

products is required.

Strong critical thinking and problem solving skills required.

Experience with Track-It or other help desk software is desirable.