Help Desk Support Technician

Help Desk Support Technician

Organization Name: Buffalo Rock Company

Website: / buffalorock. com/careers/

Job Department: COR Information Technology

Reports to: End User Support Manager

Work Schedule: Monday- Friday, 7:30AM - 4:30PM

Job Type: Regular

FLSA Status: Non-Exempt

Amount of Travel Required: 10%

Summary/objective

Buffalo Rock is an award-winning Pepsi and Keurig Dr Pepper bottler founded in Birmingham, AL more than 123 years ago. Buffalo Rock manages the best beverage portfolio in the country, which includes several beloved global and regional brands. The Help Desk Support Technician is a key member of the Application Support and Information Technology team and is responsible for providing technical or application support for our end users through our ticketing system.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

•Identify and resolve tier 1 help desk tickets and assign tier 2 and above to correct departments.

•Assist with training new users on various software applications and IT procedures.

•Administer user accounts and groups with Active Directory Users and Computers.

•Administer user accounts and access for the various company applications and devices.

•Maintain and develop system documentation and standard operating procedures for the Application Support and Information Technology teams.

•Respond to requests from users seeking help with software or computer related issues.

•Learn the basic functions of our various software applications and to be able to walk users through tier 1 issues.

•Maintain a high level of respect, patience, and self-control while assisting users.

•Assist with maintaining inventory of IT devices throughout the company.

•Required to complete other activities as assigned by the End User Support Manager and Director of Information Technology.

Other Duties and Responsibilities

•Exhibit a high level of ethical and moral conduct while at work or in attendance at any off-site function while representing the Buffalo Rock Company.

•Responsible for continuous self-improvement through the knowledge and use of all Buffalo Rock provided training. Successfully complete assigned training curriculum, including but not limited to online and/or facilitated training.

•Ensure that every reasonable precaution is taken to protect the Company from possible damages, theft, or other liabilities.

•Ensure that every reasonable precaution is taken to protect the safety of Employee-Partners, self, customers, Buffalo Rock property, and customer property.

•Honor and follow through on all business commitments.

•Embody Buffalo Rock's Purpose of "Building brands through legendary service and remarkable people. "

•Live Buffalo Rock's Core Values:
• Committed to serving our communities.
• Customer success drives our success.
• Integrity matters.
• Obsessed with continuous improvement.
• We care for each other.

Skills

•Accuracy - Ability to perform work accurately and thoroughly.

•Adaptability - Ability to adapt to change in the workplace.

•Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.

•Communication, Oral - Ability to communicate effectively with others using the spoken language.

•Conflict Resolution - Ability to deal with others in an antagonistic situation.

•Customer Oriented - Ability to take care of the customers' needs while following company procedures.

•Organized - Possess the trait of being organized or follow a systematic method of performing a task.

•Technical Aptitude - Ability to comprehend complex technical topics and specialized information.

•Training - Ability to develop a particular skill in users, where necessary, to bring them up to a predetermined standard of work performance.

•Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

•Self-Motivated - Ability to be internally inspired to perform a task to the best of one's ability using his or her own drive or initiative.

•Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

•Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.

Supervisory responsibilities

•N/A

Work environment

•Primarily inside work with most if not all working hours in a close office environment

Physical demands

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2. 5 hrs/day)

F (Frequently) Position requires this activity from 33%-66% of the time (2. 5 - 5. 5 hrs/day)

C (Constantly) Position requires this activity more than 66% of the time (5. 5 hrs/day)

Physical DemandsLift/Carry

Stand

F

Walk

F

Sit

C

Manually Manipulate

F

Grasp

C

Reach Outward

C

Reach Above Shoulder

O

Communicate: Speak/Type

C

Climb

O

Crawl

O

Squat or Kneel

O

Bend

O

10 lbs. or less

F

11-20 lbs.

O

21-50 lbs.

N

51-100 lbs.

N

Over 100 lbs.

N

Push/Pull

12 lbs. or less

F

13-25 lbs.

O

26-40 lbs.

N

41-100 lbs.

N

Required education and experience

• Education:
• High School Graduate or General Education Degree (GED): Required
• Experience:
• At least one (1) year of job experience working within a company network and on a computer to perform their daily tasks: Preferred
• Computer Skills: Must be proficient in Microsoft suite of products including Word, Excel, Outlook, and PowerPoint. SharePoint experience.
• At least one (1) year of job experience working user account management (Active Directory): Preferred