IT Technical Support Specialist

WHO WE ARE

 

 

Helena Agri-Enterprises, LLC is a leading full-service agronomic solutions provider that's been in business since 1957. Our first location was in West Helena, Arkansas hence the name "Helena". We now have close to 600 locations nationwide and over 6,000 employees. Our corporate office is located in Collierville, Tennessee, a suburb outside of Memphis. Year after year we rank at the top nationally for volume and sales in our industry. There are many facets to our company including product development, sales, operations, precision technology and manufacturing just to name a few.

 

 

ABOUT THE JOB

 

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.

 

WHAT YOUR DAY WILL 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.
• Provides excellent customer service to all internal and external customers.
• Other work-related duties as assigned by your leader.
• Regular and reliable attendance is required.
• Follows all company policies and procedures.

 

EDUCATION & EXPERIENCE

 

• Two-year technical degree is required.
• Three 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.

 

SKILLS & QUALIFICATIONS

 

• Experience in a customer service environment.
• Ability to follow detailed document procedures.
• Good understanding of support for technology and troubleshooting in a large network 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 inde