SUMMARY

Manages the Information Technology Helpdesk. Provides end-user computer/IT system support across all Niemann Foods locations for all computer hardware, software, mobile devices, user accessibility, and related issues so that end-users can perform their assigned duties daily.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manages the IT Help Desk personnel, projects, and tasks.
• Creates the helpdesk daily and after-hours schedules.
• Answers IT Help Desk calls in a friendly, helpful manner with a positive, patient, helpful attitude.
• Works with users to provide support on all hardware, software, and security needs.
• Accurately creates, monitors, updates, and maintains Help Desk incident records in the department's trouble ticketing system.
• Troubleshoots and diagnose hardware, software & network problems and escalate as needed
• Follow up with end users to confirm the successful resolution of the problem they initially reported and/or keep them updated on the progress of problems still being resolved.
• Other tasks and duties as may be assigned from time to time.

KEY ATTRIBUTES

• Honesty
• Integrity
• Ability to work independently
• Attention to detail
• Critical thinking skills
• Patience
• Team Working Skills
• Management Skills
• Multitasking
• Scheduling

SUPERVISORY RESPONSIBILITIES

• This position manages the helpdesk analysts.

EDUCATION and/or EXPERIENCE

• Bachelor's degree or higher in Computer Science helpful
• Thorough knowledge of current and recent versions of Microsoft Office, Outlook, Outlook Web Access, Office 365. Proficient with Windows 10 and 11 Operating Systems, antivirus software, and Active Directory user setup and maintenance.
• Proficient in working in a virtual environment
• Experience in building and deploying PC workstations and laptops, upgrading and deploying software.
• Ability to multi-task and respond to requests for assistance via phone, email, Help Desk incident, or walk-ins as 1st & 2nd level technical user support.
• Some knowledge of LAN/WAN/VPN Infrastructure and equipment such as IP addressing, DHCP.

LANGUAGE SKILLS

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

• Basic math concepts (addition, subtraction, division, multiplication and percentages)

CERTIFICATIONS, LICENSES, REGISTRATIONS

• There are no required certifications, licenses, or registrations.

RECOMMENDED EQUIPMENT

• Closed toe and heel shoes
• Uniform per store policy
• Phone
• Computer

PHYSICAL DEMANDS

Regularly (Over 2/3 of the time)

• Sit
• Use hands to finger, handle, or feel
• Reach with hands and arms
• Communicate with associates and customers
• Lift and/or move up to 15 pounds

Frequently (Between 1/3 to 2/3 of the time)

• Walk
• Stand
• Lift and/or move up to 50 pounds

Vision

• Close
• Distance
• Peripheral
• Depth perception
• Ability to adjust focus
• Ability to distinguish colors

WORK ENVIRONMENT

Occasionally

• Risk of electrical shock
• Chemicals while cleaning

Noise Level

• Moderate

**Niemann Foods Management retains the discretion to add to or change the position requirements at any time.

**Position requirements may vary by store location