Analyst I, Service Desk

About Us

Foremost Farms USA, headquartered in Madison, Wisconsin, is a world-class supplier of cheese, dairy products, and ingredients to national and international markets.

As a dairy cooperative, we are owned by the 1,100 dairy farmers who supply our high-quality milk. Our flexible, diverse plant network allows us to manufacture products and ingredients that are most in-demand and provide a strong, secure market for our member-owners’ milk.

We’re looking for employees who challenge the status quo, innovate and aim for excellence. Because we’re working to be the world’s best to Be Foremost we’ll bring out the best in you.

About This Opportunity

JOB TITLE : Analyst I, Service Desk

POSITION TYPE : Full time

CLASSIFICATION : Exempt

Position Overview

This position delivers professional customer support of technology services to Foremost Farms employees and stakeholders.

As a member of the Service Desk team, delivers onsite and remote support and provides high quality technology experiences to the people they support.

The position fulfills requests and resolves incidents ensuring that consistency and quality is maintained and that service targets are met in accordance with all company policies and procedures.

The position is expected to work effectively as a member of the Service Desk team and its on-call rotation to provide service and support and proactively drive service improvements.

Key Accountabilities

IT Customer Support

• Provide prompt, professional IT customer support via all support channels including walkup, email, phone, and chat
• Promotes a professional Service Desk image

IT Incident and Request Management :

• Resolves incidents and fulfills requests according to SLAs
• Performs troubleshooting with customers
• Records and tracks incidents from onset to conclusion
• Identifies and classifies incident types and service interruptions
• Documents symptoms and resolutions
• Engages with other teams to resolve complex or unresolved incidents
• Uses experience to address customer issues
• Interrogates knowledgebases for potential solutions.

IT Service Delivery and Continuous Improvement

• Apply, monitor and understand service standards
• Monitors service delivery channels and collects performance data.
• Assists with the specification, development, research and evaluation of services standards.
• Applies these standards to resolve or escalate issues and gives technical briefings to staff members

Perform on-call responsibilities

• Follow schedule with other team members to be on-call 24 / 7
• Acts systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements

User Provisioning

• Creates new user accounts
• Assists with new user IT training
• Provisions access for employees by request
• Deprovisions access for former employees

Other related duties as assigned.

Minimum Qualifications

1. Associate degree in computer science, business or related field or equivalent.

2. 1-3 years of job-related experience.

Preferred Qualifications

1.Bachelor’s degree in computer science or business or related field.

BENEFITS :

Because you and your family matter, Foremost Farms offers some of the best benefits in the area! Our comprehensive medical plan includes health, vision, dental, and prescription insurance.

You can choose to enroll in a single or family plan with low monthly premiums and low annual deductibles ($250 / $500). Other benefits include :

• 401(k) with a generous company contribution (100% match on up to 8% deferral)
• Paid time off, starting at 200 hours (25 days)
• 10 Paid holidays
• Paid parental leave (6 weeks paid at 100%)
• Flexible spending accounts for medical and dependent care (childcare) expenses
• Life and disability insurance
• Employee Assistance Program
• Referral program
• Advancement opportunities!

Foremost Farms USA is proud to be an Equal Opportunity and Affirmative Action Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex (including pregnancy), age, national origin or ancestry, disability, genetic information, veteran / military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law

This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment.

Foremost Farms USA is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason

At Foremost Farms USA, we believe that employee diversity brings strength to our organization. We are committed to providing equal employment opportunity to all individuals regardless of their race, creed, color, religion, sex, age, national origin, disabilities, veteran status, marital status, sexual orientation, military status, genetic information, or any other characteristic protected by state or federal law.

Successful completion of pre-employment screening is required, which could include a drug test, background check, and other verifications or assessments to be sure you will be able to succeed in your position.