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Information Technology Help Desk Technician
Information Technology Help Desk TechnicianPete & Gerry's Organics, LLC • Gainesville, GA, US
Information Technology Help Desk Technician

Information Technology Help Desk Technician

Pete & Gerry's Organics, LLC • Gainesville, GA, US
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Information Technology Help Desk Technician

Pete and Gerry's Organics, LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to continually creating inclusive environments for all of our employees.

Position Overview :

The IT Help Desk Technician is a member of the Information Technology Team that supports all employees in corporate, processing plants and distribution centers. This role is the first point of contact for users needing assistance. The analyst will respond to incidents and requests reported by users and deliver the highest level of customer service. Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.

What You'll Do :

  • Lead by example, tackling new issues that require collaboration with escalation teams
  • Act as a liaison between support tiers and functional groups
  • Train users on technology topics
  • Triage Help Desk
  • Delegate tickets to team members as needed
  • Prioritize the ticket queue to fit business expectations
  • Report on project status to management and / or escalation teams
  • Establish current and new support procedures
  • Investigate issues needing further documentation
  • Create and maintain knowledge articles for use by team members and users
  • Participate in Jira Help Desk implementation and design
  • Provide IT Support to all employees with a Customer Service mindset
  • Document, troubleshoot, and track incidents while ensuring timely resolution or proper routing for escalation
  • Promptly respond to incidents and service requests
  • Provisioning / De-provisioning of various applications and domains
  • Troubleshoot computers, phones, office equipment, and applications to identify and correct malfunctions as well as any other operational difficulties

What You'll Bring to the Table :

  • True curiosity, passion and interest in problem solving, incredible customer service and being a part of a team of folks who enjoy working together.
  • Associate or bachelor's degree in information technology, Computer Science, or a related field, or equivalent experience.
  • Proven experience as an IT Support Technician or similar role.
  • Strong understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Excellent communication skills and the ability to provide step-by-step technical help, both written and verbal.
  • Certifications such as CompTIA A+, Microsoft Certified IT Professional, or similar is an advantage.
  • Ability to prioritize, manage and meet deadlines.
  • Effectively manage time and operate with sense of urgency.
  • Adjusts quickly to changing priorities and conditions.
  • Copes effectively with complexity and change.

    • Company Benefits :

  • Medical, dental, and vision insurance
  • Flexible Spending Account
  • Life insurance
  • Disability insurance
  • Paid parental leave
  • Paid holidays
  • Paid vacation time
  • Tuition Reimbursement
  • 401(k) retirement plan with 4% employer match
  • Opportunities for advancement
  • Annual Performance Incentives
  • Culture of Eggcellence

    • We celebrate diversity and are committed to continually creating inclusive environments for all of our employees.

    Employment type : Full-time

    Job function : Information Technology

    Industries : Food and Beverage Manufacturing

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    Help Desk Technician • Gainesville, GA, US