Help Desk Agent Level 1&2
Job title: Help Desk Agent Level 1&2 in Overland Park, KS at Morton Salt
Company: Morton Salt
Job description: Description :Morton Salt is an iconic company with a strong heritage and a bright future. Since 1848, we have been improving lives and enhancing everyday moments—at home, at work, and virtually everywhere in between. We help unlock the flavors in food, make roads and sidewalks safer, improve the water in baths, pools, and homes, and keep businesses and industries running. We are a dedicated team that constantly strives to do better together, and we are passionate about building a sustainable future for our company, the communities in which we operate, and the world around us. By joining our team, you will contribute to producing and delivering every form of salt that enhances everyday life.Job SummaryReporting to the IT Helpdesk Manager, you will provide Level 1/2 IT Services to Morton Salt employees. Following ITIL/ITSM principles, you will serve as the First Point of Contact for all requests and incidents, taking ownership of the entire lifecycle of the ticket, including resolution verification. You will collaborate with other IT Groups, using child tickets and tasks to coordinate activities to provision the request or resolve the incident. Outside of your primary duties as a Helpdesk agent, you will also be involved in projects on an individual, group, or department level. You may also be asked to assist in higher-level support activities. Showing initiative and using your time management skills between reactive and proactive duties will be key to your success. There will be opportunities to grow into a System Administrator role for the right candidate who is motivated and can demonstrate the ability to retain and apply knowledge.This role can be performed at any Morton Salt plant, mine, or office location.Duties and Responsibilities
- Provide coverage of the Helpdesk Phone and Ticketing system according to your scheduled shift.
- Conduct initial triage of tickets and coordinate with other resolver groups for the entirety of the ticket lifecycle.
- Use technology such as Microsoft Teams, video, remote support tools, and the ticketing system to collaborate with users on tickets.
- Log all activities related to a request/incident in the ticket in a clear and concise manner so that other support groups can assist effectively and efficiently.
- Work with external support vendors.
- Contribute to IT Knowledge Articles and Standard Operating Procedures, updating as needed.
- Identify and alert to major incidents or security breaches and escalate as per Standard Operating Procedure.
- Although the role is on-premises, you will need to be available for remote work if needed, using a company-provided laptop.
- Using the principles of continual improvement, constantly identify opportunities to improve processes or evaluate tools.
- Travel will be limited to project work and training activities.
- Complete training and certifications as determined by the business and department.
- Participate in other activities and work as required by your manager and senior staff.
- Ensure that peers and users follow security best practices and policies and report any breaches in a timely manner.
- Troubleshoot and assist customers in resolving basic hardware and software issues.
- Evaluate and prioritize service requests.
- Provide clear and concise documentation and communication of incidents and requests.
- Understand, follow, communicate, and educate users in Morton Salt technology policies and procedures.
- Collaborate with internal teams both in application and infrastructure support, as well as external vendors.
- High school diploma or equivalent.
- 2+ years experience supporting a Microsoft environment as an IT Administrator or a similar role.
- Experience using an ITSM system such as ServiceNow, FreshService, or similar.
- Experience with Microsoft apps: M365 Office Suite, SharePoint, OneDrive, Teams, Outlook, and other Microsoft Business Tools.
- Experience supporting current Windows OS environment.
- Experience in user administration in AD/Azure and device management in Microsoft Intune.
- Basic LAN/WAN connectivity troubleshooting experience, using the OSI Model as a guide to triaging and troubleshooting.
- Experience in performing routine diagnostics and maintenance.
- Ability to establish effective business relationships with all levels, giving direction and exercising tact, diplomacy, empathy, and firmness in sometimes highly stressful situations.
- Bachelor’s Degree/CompTIA A+ Certification preferred.
- ITIL experience is preferred.
- Proficiency in Spanish and/or French is preferred.