Service Desk Support Technician II

Overview

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Serve as the primary point of contact for IT by responding to telephone calls, email, and personnel requests for technical support.
• Be responsible for reviewing service desk ticket queues, documenting support, diagnostic activities, and escalating issues as required.
• Promote cross-team relationships with other IT support team members to facilitate timely responses and resolutions.
• Monitor progress and keep customers informed while providing excellent customer service.
• Provide general remote support for desktops, laptops, mobile devices, printers, handheld scanners, and peripheral devices.
• Provide general remote support for all IT approved software applications.
• Be responsible for creating and maintaining documentation.
• Provide detailed personal advice and guidance to all users in the effective use of systems, products, and services available to them.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Provide in-person support, and occasional travel to other offices and plants located in Wisconsin and/or Minnesota.

Qualifications

QUALIFICATIONS, KNOWLEDGE, SKILLS, AND EXPERIENCE

• Associate’s degree in information technology, computer science, or related discipline.
• 2+ years of experience in a service desk role or related experience.
• Relevant industry recognized certifications (HDI Support Center Analyst, CompTIA A+, ITIL foundation, etc.)

ADDITIONAL SKILLS/EXPERIENCE/REQUIREMENTS

• Strong organizational skills with exceptional follow through and attention to detail.
• Strong time-management and prioritization skills, able to multi-task and prioritize competing requirements and meet deadlines.
• Ability to work in a fast-paced team environment where requirements are constantly changing.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.  Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Summary

OUR FAMILY CULTURE

We are a family-owned business established in 1946 with nearly 5,000 employees. Over the years, Rosen’s Diversified, Inc. (“RDI”) has grown into a holding company of vertically integrated business units, including American Foods Group, America’s Service Line, Scientific Life Solutions, and Rosen’s Inc. By understanding our employees, our customers and ourselves, we are preparing RDI for the future generations of success.

Our Company is comprised of innovative entrepreneurs who value our casual and down to earth culture. As a member of the Rosen’s family, you will find yourself challenged and rewarded for your professional contributions as well as the Company’s success.

WHAT WE OFFER

• Privately held, family-owned (three generations) business which operates with a mentality of what should be done versus share holder requirements.
• Excellent health and welfare benefits including but not limited to medical, dental, vision, disability, and a variety of voluntary benefit options.
• 401(k) retirement benefits with Company match annually.
• Professional and personal development programs including Career and Learning Paths providing opportunities for advancement.