IT Service Desk Analyst

About the company

We're a leading Northeast family-owned food, agricultural products, and agricultural services organization headquartered in Lancaster, Pennsylvania. We provide animal nutrition and feeds; specialty protein production, processing, and marketing; on-farm protein production services; and grain, fertilizer, and ingredient procurement. We're a stable company with strong core values, great benefits, competitive wage structure, and a safe and healthy work environment. With over 850 team members, we're a growing company in an essential sector – agriculture!

About the role

The Service Desk Analyst I provides support for basic technology-related incident resolution and service requests reported to the IT service desk. Responsibilities include initial assessment, triage, research, and resolution of basic IT incidents and service requests regarding the use of application software products and/or infrastructure components, including desktops, laptops, mobile devices, and related peripherals. The Service Desk Analyst I is responsible for collecting information through customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging, in a timely manner, other service resources or escalate to the proper IT team.

Responsibilities

• Ensure adherence to Wenger policies, methods and disciplines
• Address and resolve basic incidents and service requests; logs all incidents and requests; identifies and engages other service desk resources or appropriate service resources to resolve complex technical incidents
• Create a positive customer support experience and build strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
• Ensure the end-to-end customer experience and provide a single point-of-contact for the customer
• Support and resolve basic incidents and service requests regarding use of application software or hardware
• Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
• Document resolutions and update self-help and staff knowledge bases
• Expand general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
• Provide after-hours and on-call support as needed
• Maintain and protect confidentiality regarding all aspects of customer and employee information
• Perform other duties as assigned

Requirements

• ITIL Certified or equivalent combination of education and experience
• 1-2 years' work experience in an IT support role
• Demonstrated ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
• Proficient in addressing and resolving basic technology related issues, including, but not limited to desktop and network environments and peripheral devices
• Demonstrated ability to learn customer support processes and techniques
• Analytical skills
• Ability to solve problems
• Competency in MS Office Suite and ticketing systems such as Jira Service Desk or ServiceNow
• Excellent written, verbal, and presentation communication skills
• Solid organization skills including attention to detail and multitasking skills
• Experience or familiarity with manufacturing and distribution is desirable

Benefits

In addition to traditional benefits, we offer great perks and numerous resources for professional development and team building:

• Promotional opportunities
• Rewards and recognition programs
• Robust onboarding and training program
• Employee Discount Programs (Perks at Work)
• Employee referral program
• Encouraging and collaborative culture

Full-time team members receive:

• Paid Time Off, Floating Holiday, Volunteer Day, Parental Leave, etc.
• Carebridge Employee Assistance Program
• Medical, Dental, Vision
• Health Savings Account (HSA)
• Medical Flexible Spending Account
• Dependent Care Flexible Spending Account
• Life Insurance/Accidental Death and Dismemberment Insurance
• Short-Term & Long-Term Disability
• Pet Insurance

Each team member has the potential to earn a yearly bonus based on the achievement of company goals.