Service Desk Agent II

About Standard ProcessFor more than 95 years, Standard Process Inc. has been a visionary leader in whole food nutrient solutions. Our whole food philosophy and mission to change lives extends far beyond our supplements to the very people we employ. We value compassion, accountability, respect, and excellence. This strong foundation has created an environment where our employees are seen as members of our family and are given the tools and resources to succeed, both personally and professionally.The OpportunityUnder the direction of the Manager, Service Desk, the Service Desk Agent II provides the second line of computer support to internal and external customers in a Microsoft based environment. Support tickets are tracked and prioritized then resolved or escalated to other technicians based on case details and support level agreements. This position may be on call weekends and evenings as the business requires.What You’ll DoHandle major business system usage and support incidents and problems (ERP, CRM, BI, WMS, eCommerce website, shipping systems, LIMS and more)SQL support and troubleshooting.Handle SQL reports and proceduresDesktop, laptop, and other end user device support.Break/Fix, configuration issues, troubleshooting, software installations, and hardware repair.Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from internal and external users experiencing problems with hardware, software, networking, and other computer-related technologiesRespond to incoming support calls as level 2 support. May respond as level 1 support if required. Ensures all incidents are resolved against SLAs.Log and track calls using problem management database and related problem documentation.Responds to failed jobs and error alertsIntranet site administration and support.Computer imaging and deployment.Software packaging and deploymentCreate and maintain knowledgebase and similar documentation of existing systems / upgradesMaintain and extend printing infrastructure as neededAdminister passwords for supported systemsAudio / Visual support for events and meetingsAd hoc Customer training After hours work may be necessary for outages, upgrades and projectsEducationWhat You BringBachelors or Associates degree in Computer Information Systems required. Equivalent experience or in-progress education considered.Certifications/LicensesMCSA, MCSE, ITIL, A+, NET+ certifications preferredExperience3+ years of experienceTrack record of progressively increasing Service Desk support responsibilitiesTeam troubleshooting and communicationPhone Support roleCustomer ServiceWorking in a Microsoft environmentSQL support experience.Specialized Knowledge And SkillsAbility to troubleshoot software and hardware problems over the phone and in personHands on experience with supporting Microsoft core products (O365, Azure AD, SharePoint etc.)Ability to effectively troubleshoot application and report issues (SQL)Ability to effectively troubleshoot web connectivity and site issuesKnowledge of IP phone systems and supportExcellent and clear communication skills requiredAbility to correctly identify root causes and identify patternsWorking technical knowledge of current protocols, operations systems and standards in the IT realmAbility to prioritize incidents, projects and tasks to make sure company needs are being metAbility to proactively identify emerging patterns to avoid large scale outagesCapability to work well independentlyAbility to perform effectively under pressureCustomer oriented; friendly demeanorNecessary CompetenciesCustomer FocusedDependabilityLearning AgilityPriority SettingProblem SolvingTechnical SkillsTravel RequirementsMinimal travel required.Why Standard Process?Standard Process is proud to be a top workplace! We offer a comprehensive and competitive benefit package, which includes: Competitive salary and annual incentive program Comprehensive health care and flexible benefit plan, including pet insurance Company-matched 401(k) plan Profit sharing plan On-site childcare with highly accredited curriculum Platinum WELCOA award-winning wellness program, including:On-site 24x7 fitness center Whole food court On-site chiropractic care On-site massage therapist Personal trainer Daily fitness classes On-site life coach $450 monthly Standard Process supplement allowance Paid time off and holiday time Educational assistance Company hosted outings and events Strong community involvement Standard Process understands the importance of diversity and believes in providing equal employment opportunity for all employees and applicants for employment. Accordingly, all personnel decisions, including but not limited to hiring, compensation, promotions, training, benefits, termination, or other terms and conditions of employment, are made without regard to age, race, creed, color, disability, veteran status, marital status, sex, national origin, ancestry, arrest or conviction record, sexual preference, genetic information, or any other legally protected characteristic in accordance with law.