Analyst I, Service Desk

Position Overview

This position delivers professional customer support of technology services to Foremost Farms employees and stakeholders. As a member of the Service Desk team, delivers onsite and remote support and provides high quality technology experiences to the people they support. The position fulfills requests and resolves incidents ensuring that consistency and quality is maintained and that service targets are met in accordance with all company policies and procedures. The position is expected to work effectively as a member of the Service Desk team and its on-call rotation to provide service and support and proactively drive service improvements.

Key Accountabilities

IT Customer Support

•Provide prompt, professional IT customer support via all support channels including walkup, email, phone, and chat

•Promotes a professional Service Desk image

IT Incident and Request Management:

•Resolves incidents and fulfills requests according to SLAs

•Performs troubleshooting with customers

•Records and tracks incidents from onset to conclusion

•Identifies and classifies incident types and service interruptions

•Documents symptoms and resolutions

•Engages with other teams to resolve complex or unresolved incidents

•Uses experience to address customer issues

•Interrogates knowledgebases for potential solutions.

IT Service Delivery and Continuous Improvement

•Apply, monitor and understand service standards

•Monitors service delivery channels and collects performance data.

•Assists with the specification, development, research and evaluation of services standards.

•Applies these standards to resolve or escalate issues and gives technical briefings to staff members

Perform on-call responsibilities

•Follow schedule with other team members to be on-call 24/7

•Acts systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements

User Provisioning

•Creates new user accounts

•Assists with new user IT training

•Provisions access for employees by request

•Deprovisions access for former employees

Other related duties as assigned.

Minimum Qualifications

1. Associate degree in computer science, business or related field or equivalent.

2. 1-3 years of job-related experience.

Preferred Qualifications

1.Bachelor's degree in computer science or business or related field.

BENEFITS:

Because you and your family matter, Foremost Farms offers some of the best benefits in the area! Our comprehensive medical plan includes health, vision, dental, and prescription insurance. You can choose to enroll in a single or family plan with low monthly premiums and low annual deductibles ($250/$500). Other benefits include:

401(k) with a generous company contribution (100% match on up to 8% deferral)
Paid time off, starting at 200 hours (25 days)
10 Paid holidays
Paid parental leave (6 weeks paid at 100%)
Flexible spending accounts - for medical and dependent care (childcare) expenses
Life and disability insurance
Employee Assistance Program
Referral program
Advancement opportunities!

Don't meet every single requirement? At Foremost Farms we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Foremost Farms USA is proud to be an Equal Opportunity and Affirmative Action Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex (including pregnancy), age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law

This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Foremost Farms USA is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason