IT Help Desk Technician

Introduction:

The IT Help Desk Technician is a crucial member of the Information Technology Team at Pete and Gerry's. This role involves providing technical support to all employees across various locations, ensuring efficient resolution of incidents and requests while delivering top-notch customer service.

Responsibilities:

• Lead by example and address new issues requiring collaboration
• Serve as a liaison between support tiers and functional groups
• Train users on technology topics
• Triage Help Desk tickets and delegate as necessary
• Prioritize the ticket queue based on business expectations
• Report project status to management and escalation teams
• Establish and update support procedures
• Investigate and document issues requiring further documentation
• Create and maintain knowledge articles for team members and users
• Participate in Jira Help Desk implementation and design
• Provide IT Support with a customer service mindset
• Document, troubleshoot, and track incidents for timely resolution or escalation
• Assist in Provisioning/De-provisioning of various applications and domain accounts
• Troubleshoot and resolve technical issues on computers, mobile devices, and office equipment
• Provide support for IT installation projects, including cabling and equipment installation
• Operate ladders and man lifts for project completion

Requirements:

• Associate or bachelor's degree in information technology, Computer Science, or related field, or equivalent experience
• Proven experience as an IT Support Technician or similar role
• Knowledge of computer systems, mobile devices, and tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills for providing technical assistance
• Certifications such as CompTIA A+, Microsoft Certified IT Professional, or similar preferred
• Effective time management and prioritization skills
• Ability to adapt to changing priorities and conditions
• Willingness to travel to different Pete and Gerry's locations
• Ability to lift up to 50lbs, work in tight spaces, and operate ladders and man lifts

Company Benefits:

• Medical, dental, and vision insurance
• Flexible Spending Account
• Life insurance
• Maternity and Paternity leave
• Paid holidays, sick time, and vacation time
• Tuition reimbursement
• 401(k) retirement plan with employer match
• Footwear reimbursement for onsite employees
• Free eggs for onsite employees and coupons for remote employees
• Free breakfast on Mondays for all onsite employees
• Opportunities for advancement and a great company culture

Note: Pete and Gerry's Organics is an Equal Opportunity Employer committed to creating inclusive environments for all employees.