Senior Help Desk Analyst

ABOUT KATE FARMS

Kate Farms is a company with heart. Our company was founded on the belief that good nutrition leads to good health, and good health opens the door to endless possibilities. That’s why our mission is to make nutrition the cornerstone of healthcare so people can live their best lives. We are a medical food company that makes complete nutrition formulas for people who have a medical need for liquid nutrition.

Kate Farms works to be the place where a diverse mix of talented individuals want to come, stay, and do their best work. Ensuring a diverse and inclusive workplace where we learn from each other is at the core of Kate Farms’ values. We are an equal-opportunity employer and fully focused on equality; we believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the other fascinating characteristics that make us different. We invite you to do the best work of your life with us at Kate Farms.

POSITION OVERVIEW

Kate Farms is seeking an experienced and detail-oriented Senior Help Desk Analyst to join our growing team. As a Senior Help Desk Analyst, you will provide technical support and troubleshoot computer hardware and software issues for our employees. They will be responsible for resolving complex technical problems, receiving escalated issues when necessary, and providing excellent customer service to ensure a positive user experience.

This position contributes to the team's continued success through documenting work, collaboration, and research enhancements, innovative tools, or process improvements to drive efficiency and improve support service levels. The Analyst provides an advanced level of support and contributes as an expert with Help Desk service offerings. This includes Microsoft Azure services such as Intune and Autopilot.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Work with Azure IaaS, PaaS, and SaaS.
• Experience with networking, switching/routing, firewalls, WiFi, APs, and VLANs.
• Provide technical support to end-users, troubleshooting hardware and software issues.
• Resolve complex technical problems and assist with escalated issues as required.
• Assist in the development and maintenance of technical documentation.
• Assist with the creation of processes and streamlining help desk procedures.
• Coordinate with IT team members to implement upgrades and enhancements to the IT infrastructure.
• Collaborate with the IT team to develop and implement IT projects and initiatives.
• Make recommendations for improving the overall efficiency and effectiveness of the IT systems.
• Participate in on-call support rotations to provide after-hours support.
• Research and collaborate on solutions to enhance job functions.

MINIMUM JOB REQUIREMENTS

• Bachelor's degree in computer science, related field, or equivalent experience.
• Minimum 10 years of experience in a help desk or technical support lead role.
• Strong knowledge of Windows and Mac operating systems.
• Experience troubleshooting hardware and software issues.
• Excellent customer service and communication skills.
• Ability to handle multiple priorities and meet deadlines.
• Able to manage small projects and be on a project team.
• Experience with managing Azure and related services
• Knowledge of networking and troubleshooting network connectivity issues.
• Excellent problem-solving and communication skills.
• Ability to multitask and prioritize workload in a fast-paced environment.
• Experience with ticketing systems and remote desktop support tools.
• Relevant certifications in Microsoft or other related areas are a plus.
• Strong commitment to company mission and values.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Respectfully shares and accepts feedback willingly from all levels of the organization.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Effectively handle lifting of various objects weighing up to 30 pounds.

While performing the essential functions of the job, the employee will be required to bend, stoop, kneel, reach, climb stairs, and maneuver while on a ladder.

Possess the ability to sit at a computer for extended periods of time.

WORK ENVIRONMENT

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