IT Service Desk Analyst

This individual will provide professional technical services and support to R.D. Offutt Company team members. Ensure appropriate knowledge and expertise in both standard industry technologies and RDO specific systems and solutions. Ensure customer satisfaction by providing concise communications and building high quality relationships.

Specific Duties Include:

• Troubleshoot and resolve IT issues via phone, email, chat, and in-person channels.
• Ensure all incidents and requests are resolved against SLAs.
• Report on health of the help desk and support using uptime and ticket-related performance metrics.
• Track and report all open and closed incidents to leadership teams.
• Experience using help desk ticketing software.
• Troubleshoot network outages - open trouble tickets with connectivity vendors as necessary this can include individual stores internet circuits.
• Ability to write knowledge base articles/documentation for anyone to understand.
• Demonstrate ability to properly order inventory from our vendors to fulfill requests from customers.
• Install and configure personal computer hardware and software.
• Identify and correct PC hardware and software problems.
• Connect personal computers to network servers and printers.
• Utilize knowledge base articles to identify problem solutions.
• Demonstrates ability to effectively setup users on a multitude of internal and vendor provided software applications and databases (example - PFW, John Deere, Vermeer, Active directory, S2, Myportal and others).
• Update inventory database for accurate billing of IT equipment.
• Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.
• Participate in all company/location driven communication efforts, including open book meetings, huddles, department meetings and other related efforts.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Perform all other duties as assigned by management in a professional and efficient manner.

Job Skills Include:

• Strong customer service ethic
• Ability to prioritize and quickly resolve issues
• Excellent verbal communication skills
• Excellent analytical and problem solving skills
• Effective prioritization and project management skills

Job Requirements:

• 2 year degree or higher in a business or information technology program
• 1+ years of customer service or related technical support experience
• Candidates must have valid work authorization and be able to work in the U.S. without company sponsorship