IT Technical Support Specialist

Job Description

The IT Technical Support Specialist provides technical support to users with company devices, either remotely or on-site. This position is also responsible for fulfilling level 2 requests received through the help desk ticketing system and provides support relative to approved hardware and software packages.

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.

Note: This is a remote position that will sit in West Des Moines, IA but report to the Corporate HQ in Collierville, TN.

What your day may look like

• Provides technical, operations, and training support to users of company devices by phone, email, instant messaging or on-site for hardware and software packages.
• Performs hardware diagnostics and coordinates repairs from beginning to end with internal and external resources.
• Acts as liaison for data transfer and system implementation.
• Identifies and initiates resolutions to client issues with office automation technology, hardware, and software.
• Maintains software and hardware registration and inventory.
• Installs and tests new software, hardware, and peripherals.
• Assists in planning and design of supported systems.
• Provides upgrades as needed ensuring appropriate security levels are maintained.
• Configures operating system and application software including installation and imaging processes.
• Provides support of company hardware and software including break/fix activity and responds to level 2 problems issued from the help desk.
• Maintains documentation concerning hardware, software and network systems.
• Performs system administration procedures including backups, virus detection, etc.
• Ensures that work is carried out within agreed service levels and in accordance with company guidelines.
• Other work-related duties as assigned by leader.
• Reliable and regular attendance is expected.

Education and experience needed for this position

• Two-year technical degree is required.
• Three to five years of experience supporting computer hardware and software is required. Experience should include planning, designing, and configuring new products, upgrades, replacements, and associated data transfer.
• Equivalent combination of education and experience will be considered.
• Certifications such as Microsoft/Comptia and Cisco are preferred.

Other skills that will help you succeed

• Experience in a customer service environment.
• Ability to follow detailed document procedures.
• Good understanding of support for technology and troubleshooting in a large networked environment.
• Knowledge of Microsoft operating systems, applications, and mainstream Internet browsers.
• Office 365 Administration including Teams, OneDrive, and OneNote.
• Knowledge of Microsoft Deployment Toolkit.
• Knowledge of TCP/IP, DHCP, DNS, and routing protocols is preferred.
• Interpersonal and problem-solving skills.
• Written and verbal communication skills.
• Manages time effectively.
• Ability to work both independently and on a team.
• Set priorities and works on multiple tasks.

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 50 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 "PeopleProductsKnowledge." 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.