Help Desk Support Technician
 Buffalo Rock Company | ||||||||||||||||||||||||||||||||||||||||||||||||||
 United States, Alabama, Birmingham | ||||||||||||||||||||||||||||||||||||||||||||||||||
| 111 Oxmoor Road (Show on map) | ||||||||||||||||||||||||||||||||||||||||||||||||||
 Jan 16, 2025 | ||||||||||||||||||||||||||||||||||||||||||||||||||
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Help Desk Support Technician Organization Name: Buffalo Rock Company Website: https://www.buffalorock.com/careers/ Job Department: COR Information Technology Reports to: End User Support Manager Work Schedule: Monday- Friday, 7:30AM - 4:30PM Job Type: Regular FLSA Status: Non-Exempt Amount of Travel Required: 10% Job Description Summary/objective Buffalo Rock is an award-winning Pepsi and Keurig Dr Pepper bottler founded in Birmingham, AL more than 123 years ago. Buffalo Rock manages the best beverage portfolio in the country, which includes several beloved global and regional brands. The Help Desk Support Technician is a key member of the Application Support and Information Technology team and is responsible for providing technical or application support for our end users through our ticketing system. Essential functions Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. * Identify and resolve tier 1 help desk tickets and assign tier 2 and above to correct departments. * Assist with training new users on various software applications and IT procedures. * Administer user accounts and groups with Active Directory Users and Computers. * Administer user accounts and access for the various company applications and devices. * Maintain and develop system documentation and standard operating procedures for the Application Support and Information Technology teams. * Respond to requests from users seeking help with software or computer related issues. * Learn the basic functions of our various software applications and to be able to walk users through tier 1 issues. * Maintain a high level of respect, patience, and self-control while assisting users. * Assist with maintaining inventory of IT devices throughout the company. * Required to complete other activities as assigned by the End User Support Manager and Director of Information Technology. Other Duties and Responsibilities * Exhibit a high level of ethical and moral conduct while at work or in attendance at any off-site function while representing the Buffalo Rock Company. * Responsible for continuous self-improvement through the knowledge and use of all Buffalo Rock provided training. Successfully complete assigned training curriculum, including but not limited to online and/or facilitated training. * Ensure that every reasonable precaution is taken to protect the Company from possible damages, theft, or other liabilities. * Ensure that every reasonable precaution is taken to protect the safety of Employee-Partners, self, customers, Buffalo Rock property, and customer property. * Honor and follow through on all business commitments. * Embody Buffalo Rock's Purpose of "Building brands through legendary service and remarkable people." * Live Buffalo Rock's Core Values: o Committed to serving our communities. o Customer success drives our success. o Integrity matters. o Obsessed with continuous improvement. o We care for each other. Skills * Accuracy - Ability to perform work accurately and thoroughly. * Adaptability - Ability to adapt to change in the workplace. * Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities. * Communication, Oral - Ability to communicate effectively with others using the spoken language. * Conflict Resolution - Ability to deal with others in an antagonistic situation. * Customer Oriented - Ability to take care of the customers' needs while following company procedures. * Organized - Possess the trait of being organized or follow a systematic method of performing a task. * Technical Aptitude - Ability to comprehend complex technical topics and specialized information. * Training - Ability to develop a particular skill in users, where necessary, to bring them up to a predetermined standard of work performance. * Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes. * Self-Motivated - Ability to be internally inspired to perform a task to the best of one's ability using his or her own drive or initiative. * Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. * Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards. Supervisory responsibilities * N/A Work environment * Primarily inside work with most if not all working hours in a close office environment Physical demands N (Not Applicable) Activity is not applicable to this position. O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day) F (Frequently) Position requires this activity from 33%-66% of the time (2.5 - 5.5+ hrs/day) C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)
Required education and experience
Knowledge Customer and Personal Service -Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. English Language -Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Computers and Electronics -Knowledge of computer software, including applications and programming. Mathematics -Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. Tools and Technology Tools: Phones (land line and smartphone), desktop/laptop computers, printers Affirmative Action/EEO statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic makeup, status as a protected veteran, or any other factor prohibited by applicable law. Other duties The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate. I have reviewed this job description, and I can perform the essential functions with or without reasonable accommodation. Applicant/Employee-Partner______________________________ Date__________________ Interviewer/Supervisor___________________________________ Date__________________ | ||||||||||||||||||||||||||||||||||||||||||||||||||