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IT Support Technician

Core Values

  • Respect: Respect coworkers, customers, vendors and self. Shows respect for processes and methods related to job functions and company.
  • Integrity: Demonstrates integrity in work, professional relationships, processes and methods related to job functions and company.
  • Excellence: Demonstrates excellence in all areas of work including processes methods, relationships and professionalism.
  • Innovation: Demonstrates innovative solutions in job functions, methods, ideas, devices and company.

Job Specific Responsibilities

  • General End User Support.
  • Help Desk ticketing system management.
  • General Software support including Process Pro application software support and Microsoft software support.
  • Troubleshoot, repair, or replace all failed networkable hardware which includes computer desktops, laptops, tablets, printers, servers, switches, monitors, all computer peripherals, and Wi-Fi equipment.
  • Sets up new systems for new end users as needed.
  • Works with vendors to process and ship equipment in need of repair under current maintenance contracts.
  • Maintains up-to-date master equipment detail list.
  • Provides end users with written or verbal instructional information as needed.
  • Responsible for the shipping and receiving of allocated computer equipment to our mobile workforce and alternate sites.
  • Conform with and abide by all regulations, policies, work procedures, and instructions.
  • All other tasks as assigned by the company.

General Performance Responsibilities                       

  • Knowledge/Dependability: Understands principles, concepts, techniques and requirements necessary to accomplish job duties. Meets commitments, works independently, stays focused under pressure, accepts responsibility, handles change, and meets attendance requirements.
  • Quality of Work: Caliber of work produced is accurate, thorough, timely, and makes efficient use of resources. Has the ability to meet company requirements and standards.
  • Productivity: Accomplishes objectives by following assignments and self-initiated projects through to completion. Volume of work is acceptable considering existing job circumstances. Meets Deadlines for work completion.
  • Interpersonal Relations/Communication: Effective in producing and receiving verbal and written information. Effective in reporting and expressing ideas. Has the ability to relate favorably at all levels, is positive, courteous, and responsive.
  • Problem Solving & Analysis: Identifies and investigates to solve problems. Corrects issues or researches and makes suggestions for alternative solutions.
  • Process Improvement: Actively participates and offers ideas to improve work processes. Keeps up on trends and technology to improve productivity, save time, etc.
  • Adaptation Skills: Learns new job functions in a timely manner, adjusts to changing conditions, requirements, and multitasks.
  • Initiative & Motivation: Self-initiates actions to influence and achieve goals. Takes a proactive approach to setting professional and organizational goals.
  • Response to Supervision & Management: Proactively responds to supervisor’s instructions, training, and procedures.
  • Teamwork: Is flexible and assists others in accomplishing goals and projects through ideas and work processes.
  • Work Environment/Expense Control: Promotes mutual respect and supports safety programs. Uses equipment and materials effectively to minimize waste, and keeps workplace safe and clean. Suggests and/or implements innovations to achieve cost reduction and improve the efficiency of company operations.

Knowledge, Skill & Experience

  • Minimum of two years of technical support experience and superior end user service and communication skills.
  • Associates of Science Degree in Computer Information Systems or equivalent experience.
  • A+, MCP certifications or equivalent experience.
  • Strong knowledge of Microsoft Office, Outlook, Windows desktop operating systems, Windows 7, and 10. 2008/2012 server platforms, network diagnostic tools, Office 365 with Exchange Online, Active Directory, DHCP and VPN troubleshooting.
  • LaserJet, label, and inkjet printer maintenance experience.
  • Familiarity with remote access tools such Remote Desktop, LogMeIn, and TeamViewer applications.
  • SpiceWorks help desk ticketing system experience.
  • Experience supporting handheld bar code scanners, laptops, desktops, tablets, smart phones, and wireless devices.
  • Network infrastructure and network cabling experience.
  • Must have excellent customer service skills in always putting the end user first. Ability to handle emergency situations in a calm and directed fashion.
  • Excellent written and verbal communication skills.
  • Must possess exceptional problem solving, critical thinking and analytical skills to troubleshoot and resolve issues and challenges.
  • Strong attention to detail and deadline orientated.
  • Must be accustomed to working on various issues simultaneously.
  • ERP software experience in a manufacturing environment a plus.

Financial Responsibility & Authority

  • Equipment: Ensure reasonable care and use of office equipment.
  • Supervisory: Carelessness, lack of planning, lack of enforcement, and lack of attention to detail could result in excessive waste of human resources, excessive overtime requirements, and/or loss of morale.
  • Internal and External Business Contacts: Responsible for maintaining good relations among vendors, suppliers and other business contacts. May deal with matters that require confidentiality, tact and/or respectfulness.

Physical Description                                       

  • Typical Working Conditions
    • Administrative office environment.
  • Equipment Used
    • Typical office equipment.
  • Essential Physical Tasks
    • Must occasionally lift approximately 50 lbs.

Please Note

FoxFarm Soil & Fertilizer Company is an equal opportunity employer dedicated to an alcohol and drug free work environment. Pre-employment drug screening is required. No phone calls please.

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