IT Technical Support Analyst

Business Unit Overview

For 75 years, Bob Evans Farms has delivered delicious, quick-to-table, farm-inspired food that makes mealtime a little bit easier and a lot more delicious. We're proud to be the #1-selling refrigerated dinner sides, including many varieties of feel-good favorites such as mashed potatoes and macaroni & cheese. We're also a leading producer and distributor of sausage and bacon products, potato products, and egg products including liquid eggs. Our brand portfolio includes Bob Evans, Simply Potatoes, Egg Beaters and Owens Sausage. Bob Evans Farms is based in Columbus, Ohio.

In September of 2017, Bob Evans Farms was acquired by Post Holdings, Inc. and is part of the Refrigerated Retail division. Other divisions of Post include Post Consumer Brands (Cereal), Weetabix (Cereal - UK), Michael Foods (Foodservice), and 8th Avenue Food & Provisions (Private Label). Post has aggressive growth plans for BEF, highlighted by the recent deployment of capital to support innovation, marketing and manufacturing.

Responsibilities

Position Overview:

The IT Technical Support Analyst is a member within the End User Services team and is responsible for providing technical assistance to both business users and other IT team members. This role is responsible for analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of IT services via the IT Support Desk and following the IT Service Management processes. Familiarity with and knowledge of hardware, software, networking, and customer service practices are requirements for success in this position. In addition, good interpersonal skills are necessary to interact with customers, business team members, and other IT Teams.

Accountabilities:

• Works under the supervision of the Manager of End User Services with responsibilities for providing technical assistance to users and troubleshooting a wide range of technical issues.
• Provides technical support and guidance to customers through inbound phone, self-service, walk-ups, IM and e-mail requests.
• Provides first line escalation point for customer issues or concerns.
• Responsible for ITSM Incident, Knowledgebase, and Request processes.
• Proactively communicates with business users for individual tickets and during major incident responses.
• Logs all correspondence in our ticketing system thoroughly detailing actions taken, regular updates and resolutions to provide updates to the customer and IT team, in a timely manner.
• Ensures ticket assignments and completions meet defined SLA's.
• Responsible for New Hire IT onboard training.
• Provides 24/7 on-call escalation support to the company as part of a rotating on-call team.
• Assists with any other ad-hoc projects on an as needed basis (Event Monitoring etc.).
• Continually improves the health and performance of systems by identifying ongoing problems

Qualifications

Education Level:

• High School diploma, advanced computer technology education; or an equivalent combination of education and experience from which comparable knowledge and abilities have been acquired.

Experience:

• Good analytical and problem-solving skills to get issues resolved and documented quickly.
• Ability to take requests from a variety of sources and effectively prioritize them for efficient support.
• Understanding of customer service policies, standards, and protocols.
• Self-motivated.
• Ability to manage conflict and deal effectively and appropriately with others.
• Good verbal and written communication skills.
• Experience working with a ITSM & Ticket Management System desirable.