Help Desk Technician

The Tier 1 Help Desk Technician will provide the initial point of contact for end-users to report all Information Technology related support and maintenance issues within the organization. This position will be responsible for capturing the details of the IT issue, determining whether the issue is hardware or software related, and directing the issue to the proper technician within Helena's Information Technology support structure. In addition, this resource will be responsible for solving the most common technical issues during the first contact with the user. This candidate will also troubleshoot problem areas by telephone, or via e-mail in a timely and accurate fashion, and provide end-user assistance where required.

The employee's primary duty must be the performance of office or non-manual work directly related to the management or general business operations of Helena or Helena's customers. This also includes the exercise of discretion and independent judgement with respect to matters of significance.

What your day may look like

• Receive and respond to calls, emails, live chats and web inquiries from system users.
• Log all received issues into our help desk ticketing system (Service Now).
• Classify and prioritize incidents.
• Provide technical and functional support, resolving 70 percent of tickets during first contact.
• Uses judgement to determine when to escalate incidents.
• Monitors incidents to identify repetitive issues.
• Develops knowledge articles to decrease resolution time.
• Collaborates with Tier 2 support to enhance knowledge and improve service level agreements.
• Other work-related duties as assigned by your leader.
• Reliable and regular attendance is expected.

Education and experience needed for this position

• Two years' experience supporting hardware and software in a networked environment remotely is required.
• Experience in a customer service environment is required.

Other skills that will help you succeed

• Knowledge of Microsoft operating systems (Windows 10) is highly preferred.
• Knowledge of Internet browsers. (Internet Explorer, Firefox, Chrome, Safari)
• Written and verbal communication skills.
• Problem solving ability.
• Experience with Service Now is preferred.
• Ability to set priorities and work on multiple tasks.
• Ability to follow detailed documented procedures.
• Ability to work independently and on a team.

Your work environment and the physical aspects of the job

The work environment for this position is that of a typical office environment where the noise level is mostly quiet. This position requires you to use your hands for many different tasks and to talk, hear, walk, stand and sit. You may be occasionally required to lift or move up to 10 pounds.

Who we are

Helena Agri-Enterprises, LLC is one of the nation's foremost agronomy solutions providers. We rank near the top nationally in volume and sales for crop production products, fertilizer, custom application, seed and precision agriculture, turf management, industrial weed control, forestry, aquatics and more. As a solutions provider, we help our customers make critical decisions about soil variability, nutrient and water availability, seed selection and pest management. We take pride in working with our growers beyond the sale, helping them in every aspect of their business.

Helena operates under several main business groups -- Helena Products Group, AGRIntelligence, Helena Industries, LLC and Diversified Applications, Inc.

Helena is a special place to be

At Helena, we are family. Our employees take care of each other and support each other at work and in their personal life. Our family-like atmosphere creates a positive work environment that allows our employees to be high-performers because they feel comfort and compassion from their manager and work team. Our family-like culture is centered on our successful business model "People...Products...Knowledge." People being the first for good reason. When our employees are treated right and feel cared for, our customers thrive and our business grows.

Helena's commitment to diversity and inclusion

At Helena, we are committed to creating a diverse and inclusive work environment where all our employees feel safe, valued and have the opportunity to succeed. We embrace different backgrounds and human experiences because our customers are also diverse. When we all show deep appreciation for each other and our customers it builds trust that strengthens Helena and keeps us competitive.

Helena supports individuals with disabilities and reasonable accommodations may be made to enable qualified individuals with disabilities to perform job responsibilities.

Stay connected to Helena

For the latest job postings and company news, visit us at https://helenaagri.com/careers.

Helena is an equal opportunity employer.