IT Support Technician 2

  • Full-time
  • Department: IT
  • Site Location: Alpena

Company Description

Running with Sasquatch is more than just a clever marketing campaign. As a Jack Link’s team member, Running with Sasquatch means we roll up our buffalo plaid sleeves and do the hard work first. We don’t shy away from challenges. In fact, we push hard and take risks. True to our North Woods roots, we're a bunch of ordinary people who accomplish extraordinary things by driving results with innovation, creativity and a clear sense of urgency. Like our awesome protein products, we have an unwavering passion for quality, and you won’t find anything artificial here. What you see is what you get… authentic, humble and fun people who Run with Sasquatch!

Running with Sasquatch takes a team. We invite you to run with us, succeed with us, and celebrate with us. Most importantly, Feed Your Wild Side with us on our journey to be the dominant global leader of branded protein snacks!

Jack Link's Protein Snacks is a global leader in snacking and the No. 1 meat snack manufacturer worldwide. Still family-owned and operated with headquarters in Minong, Wisconsin, Jack Link’s also has a large corporate hub in Downtown Minneapolis, Minnesota, and operates a total of 11 manufacturing and distribution facilities in four countries. Jack Link’s produces high-quality, great-tasting protein snacks that feed the wild sides of consumers around the world. Jack Link's Protein Snacks family of brands includes Jack Link's, Lorissa's Kitchen, World Kitchens Jerky, Bifi and Peperami.

Job Description

To provide Awesome Customer Service and support to team members and enterprise projects in a fast-paced environment.

The duties and responsibilities of this position shall consist of, but not be limited to, the following:

 

  • Build and test standard system builds for PCs/Laptops/Handhelds, etc. and their associated hardware

  • Install, configure, and troubleshoot PCs/Laptops/Handhelds, etc. and their associated software

  • Identify and test patch sets for end user devices according to patch and security policies with the JLBJ environment

  • Utilize and update enterprise ticketing system (Track-IT) to keep record of work assigned and maintain expected Problem/Service Level Agreements with the business and if necessary ensure timely escalation of client problems.

  • Perform level 1 and 2 analysis, diagnosis, and resolution of technical problems for a variety of end users plus identify, test and implement corrective hardware solutions, including off-site repair, as needed.

  • Provide incident management through help desk notification and tracking

  • Complete move, add and changes as requested by internal customers for end user compute devices and associated peripherals

  • Respond to customer issues through email, phone and in person requests

  • Act as a liason for IT and the local site to ensure issues, needs, and plans are communicated in a timely manner.

  • Maintain an inventory of all computers, monitors, printers, scanners, etc.

  • Track and maintain licenses in use and available for all end user devices

  • Provide mentoring and training as required to Team Members, PC Tech interns, and IT Support Tech 1’s in order to strengthen their skills and advancement opportunities

  • Provide on-call, off-hours and weekend support as assigned to support the JLBJ staff

  • Performs other duties and responsibilities as necessary.

Qualifications

Required Education:

  • High School diploma or equivalent

     

    Required Experience:

  • 2 plus years desktop support experience

  • Strong customer-service orientation.

  • Ability to effectively communicate technical information to non-technical personnel.

  • Able to read and understand technical manuals and procedural documentation.

  • Effective interpersonal skills and relationship-building skills.

  • Strong written and oral communication skills.

  • Self-motivated and directed with keen attention to detail.

  • Knowledge of current technological developments and trends in industry.

  • Valid driver’s license and insurable.

  • Ability to travel to other plants

           

             Preferred:

  • 2 year technical degree in computer science field     

 

REQUIRED SKILLS, KNOWLEDGE and ABILITIES:

Excellent verbal and written communication skills; must work effectively with all levels of management and employees

Must demonstrate effective leadership, problem solving, presentation, and employee motivational skills.

Proficient in Internet navigation, Microsoft Word, Excel, PowerPoint, and Outlook.

PHYSICAL DEMANDS:

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

 

While performing the duties of this job the employee is regularly required to sit, use hands to finger, handle, or feel and talk or hear.  The employee is occasionally required to stand, walk and reach with hands and arms.  The employee must occasionally lift and/or more up to 25 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is a plant / office setting with varying degrees of temperatures and noise levels. Exposure to manufacturing equipment movement and wet / slippery floors. However; the vast amount of work is conducted in a climate controlled office. Travel may be required.

 

EEO Statement:

Jack Link’s provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic that is protected by federal, state or local law.Jack Link’s is participant in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For information about the E-Verify program, please visit: http://www.uscis.gov/e-verify/employees

 Disclaimer:

This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

Additional Information

All your information will be kept confidential according to EEO guidelines.