Help Desk Support Analyst

SUMMARY

Provide end user computer/IT system support across all Niemann Foods locations for all computer hardware, software, mobile devices, user accessibility, and related issues in order for end users to be able to perform their assigned duties on a daily basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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
• Follows up with end users to confirm successful resolution of the problem they initially reported and/or keep them updated on 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

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities.

EDUCATION and/or EXPERIENCE

• Knowledge of current or recent versions of Microsoft Office, Outlook, Outlook Web Access, and Office 365. Proficient with Windows 10 or 11 Operating Systems.
• Ability to troubleshoot and problem solve.
• Ability to multi-task and respond to requests for assistance via phone, email, Help Desk incident, or walk-ins.
• Some knowledge of LAN/WAN/VPN Infrastructure and equipment such as IP addressing, DHCP a plus.

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.