Service Desk Technician

Responsibilities

Tier 2 Service Desk

• Track and Manage incidents/service requests (tickets) through their lifecycle, ensuring timely resolution and proper escalation when necessary. Maintain detailed records of incidents, service requests, events occurred, and resolutions in the ITSM.
• Provide timely and efficient follow-ups to user incidents or questions.
• Provide client support and technical issue resolution via email, phone, or remote screen sharing.
• Provide after-hours remote support on a rotation basis to support business needs.
• Build rapport and elicit problem details and requirements from non-technical and technical customers.
• Maintain and build knowledge and documentation of Red Gold IT environment and support software applications.
• Document customer interactions in IT Service Management Software (ITSM).

Project Work

• Participate, lead, or manage projects including system upgrades, hardware rollouts, automation implementations, and security initiatives, demonstrating a strong ability to learn both project management skills and technical skills.
• Develop and follow up on tasks including evaluations, prototypes, user specification definition, testing, and delivery as directed.
• Actively contribute to new project initiatives and innovative ideas to improve processes and systems, demonstrating business awareness by taking a proactive approach rather than just executing assigned tasks.
• Collaborate with all customers within the business to identify opportunities for improvement and drive continuous innovation within Red Gold and the IT department.

Security

• Execute user on-boarding and off-boarding including establishing security setups and roles.
• Oversee the deployment of updates, configurations, and management of Endpoint Security using Microsoft Endpoint Manager. Ensuring all endpoints are compliant with company policies and security standards.
• Responsible for following all company guidelines related to using elevated privileges, confidentiality, and security.
• Oversee and manage RBAC access requests through Active Directory (AD) or Entra AD role security, ensuring compliance with departmental SOP.
• Monitor and manage security dashboards, alerting, and escalating to management about potential security risks or findings.

Software, Hardware, and Connectivity

• Analyze, troubleshoot, and conduct root cause analysis and resolution of incidents regarding supported software applications.
• Securely provide initial support for internal and external network connectivity issues, including LAN, WAN, wireless, and VPN
• Develop, enhance, and document processes for end user computer equipment replacements and upgrades.
• Troubleshoot and resolve hardware issues supporting office and essential plant functions such as agriculture deliveries/processing, production, labeling, and inventory management.
• Perform setup and delivery of workstations across the organization.
• Determine need for and coordinate hardware repairs with vendors.
• Educate end users on the use of new equipment.
• Participate in the hardware lifecycle and asset management process.
• Manage regularly scheduled IT spare hardware inventory cycle counts at remote locations.

Qualifications

Education & Experience

• High School Diploma required.
• Some college education preferred.
• A+ Certification or equivalent preferred.
• 1-3 years of IT Service Desk or Call Center experience preferred.
• Experience using IT Service Management Software (ITSM) preferred.

Knowledge, Skills, & Abilities

• Mathematical skills - above average (A or B on transcript).
• Proven customer service skills.
• Advanced troubleshooting and analytical skills necessary for root cause analysis and trend analysis.
• Ability to make timely decisions related to service delivery while following established guidelines.
• Ability to work independently with little supervision as needed.
• Thorough knowledge of Microsoft products including (Windows, Office, Teams, SharePoint, and OneDrive).
• Ability to organize and prioritize multiple work assignments to meet deadlines.
• Self-motivated, detail oriented, and organized.
• Ability to understand and explain technical information to non-technical customers.
• Patient and clear communicator with both technical and non-technical customers via phone and email
• Personable - interacting with all employees of Red Gold at all levels.
• Service oriented
• Ability to multitask in a fast-paced technical environment.
• Desire to learn and grow as a technical professional.

Physical Requirements & Working Conditions

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• The employee must be able to remain in a stationary position 50% of the time whether that be sitting or standing.
• The employee must be able to use fingers to constantly operate a computer or other type of office equipment.
• The employee in this position must be able to regularly walk.
• The employees must be able to use hands to handle and feel.
• The employee must be able to reach with both hands and arms.
• The employee must be able to visually detect, perceive, or recognize in near and far distances.
• The employee must be able to converse or convey with other individuals.
• The employee may occasionally be required to bend, crouch, or crawl in tight spaces, such as under desks to hook up electrical wires, for example.
• The employee may occasionally have to climb ladders and be exposed to heights.
• The employee may occasionally lift/carry items as heavy as 60 pounds.
• The employee must be able to work outside in various weather conditions (rain, snow, heat, for example.)

Supervisory Responsibilities

Direct: None

Indirect: None

Benefits of joining the Red Gold Family:

• Medical premiums as low as $20.89/week
• Paid parental leave time off work
• Employer-paid disability benefits
• 401(k) matching up to 7%
• Free counselling through the Employee Assistance Program
• Employer-paid life insurance
• So much more!

Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.