Senior Help Desk Analyst

ABOUT KATE FARMS

Kate Farms is a company with heart. Our company was founded on the belief that good nutrition leads to good health, and good health opens the door to endless possibilities. That’s why our mission is to make nutrition the cornerstone of healthcare so people can live their best lives. We are a medical food company that makes complete nutrition formulas for people who have a medical need for liquid nutrition.

Kate Farms works to be the place where a diverse mix of talented individuals want to come, stay, and do their best work. Ensuring a diverse and inclusive workplace where we learn from each other is at the core of Kate Farms’ values. We are an equal-opportunity employer and fully focused on equality; we believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the other fascinating characteristics that make us different. We invite you to do the best work of your life with us at Kate Farms.

POSITION OVERVIEW

Kate Farms is seeking an experienced and detail-oriented Senior Help Desk Analyst to join our growing team. As a Senior Help Desk Analyst, you will provide technical support and troubleshoot computer hardware and software issues for our employees. They will be responsible for resolving complex technical problems, receiving escalated issues when necessary, and providing excellent customer service to ensure a positive user experience.

This position contributes to the team's continued success through documenting work, collaboration, and research enhancements, innovative tools, or process improvements to drive efficiency and improve support service levels. The Analyst provides an advanced level of support and contributes as an expert with Help Desk service offerings. This includes Microsoft Azure services such as Intune and Autopilot.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Work with Azure IaaS, PaaS, and SaaS.
• Experience with networking, switching/routing, firewalls, WiFi, APs, and VLANs.
• Provide technical support to end-users, troubleshooting hardware and software issues.
• Resolve complex technical problems and assist with escalated issues as required.
• Assist in the development and maintenance of technical documentation.
• Assist with the creation of processes and streamlining help desk procedures.
• Coordinate with IT team members to implement upgrades and enhancements to the IT infrastructure.
• Collaborate with the IT team to develop and implement IT projects and initiatives.
• Make recommendations for improving the overall efficiency and effectiveness of the IT systems.
• Participate in on-call support rotations to provide after-hours support.
• Research and collaborate on solutions to enhance job functions.

MINIMUM JOB REQUIREMENTS

• Bachelor's degree in computer science, related field, or equivalent experience.
• Minimum 10 years of experience in a help desk or technical support lead role.
• Strong knowledge of Windows and Mac operating systems.
• Experience troubleshooting hardware and software issues.
• Excellent customer service and communication skills.
• Ability to handle multiple priorities and meet deadlines.
• Able to manage small projects and be on a project team.
• Experience with managing Azure and related services
• Knowledge of networking and troubleshooting network connectivity issues.
• Excellent problem-solving and communication skills.
• Ability to multitask and prioritize workload in a fast-paced environment.
• Experience with ticketing systems and remote desktop support tools.
• Relevant certifications in Microsoft or other related areas are a plus.
• Strong commitment to company mission and values.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Respectfully shares and accepts feedback willingly from all levels of the organization.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Effectively handle lifting of various objects weighing up to 30 pounds.

While performing the essential functions of the job, the employee will be required to bend, stoop, kneel, reach, climb stairs, and maneuver while on a ladder.

Possess the ability to sit at a computer for extended periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This position will work in a home/office environment with regular trips to the corporate office. Requires 5% travel.

It is Kate Farms policy that any position that requires regular interaction with healthcare professionals require that, if hired, you be vaccinated against COVID-19 unless you need a reasonable accommodation due to sincerely held religious beliefs, medical needs, or other reasons protected by applicable federal, state, and local law.

Compensation for this role is in the form of base salary plus a variable component that together comprise the On-Target-Earnings (OTE). Some positions may include additional compensation in the form of equity.

The typical starting salary range for new hires in this role is listed below. This range represents the lowest to highest salary range we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Please note that base pay offered may vary depending on factors including your geographic location, job-related knowledge, skills, and experience.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.  All job offers are contingent upon successful completion of background verification.

Salary Minimum $90,075  Salary Maximum $125,375

For full-time salaried or hourly workers, our total rewards package also includes the option to enroll in a company-matched 401k plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents.  Employees will also receive a generous PTO benefit with a starting accrual of 15 days per year (prorated upon hire and increased by tenure),  two weeks of paid “Refresh” leave, 80 hours of paid sick leave annually, and 11 paid holidays throughout the calendar year.  Kate Farms offers a range of other benefits offered with an emphasis on employee well-being, such as paid disability leave, paid parental / pregnancy leave, Flexible Spending Accounts (FSA), tuition reimbursement, an Employee Assistance Program, and more.

Kate Farms cares well for its employees, and it shows through the provision of standout benefits such as Medical, Dental, Vision, Life Insurance, FSA, 401k Retirement Plan, Paid Time Off, Remote Work options, and many more outstanding company perks.