Provides users with first-level technical assistance and support, to include diagnosing and troubleshooting issues, directing unresolved issues to appropriate staff, and providing excellent customer service.

This is a Salary Non-Exempt position.

Provides first-level technical support. Monitors and responds quickly and effectively to requests received through the IT helpdesk. Troubleshoots first-level problems for assigned systems and applications. Responds to and diagnoses problems through communication with users. Uses instructions and pre-established guidelines to resolve issues as quickly and effectively as possible. Routes issues to appropriate staff for resolution, escalating complex issues when appropriate. Directs users to technical aids as appropriate.

Utilizes helpdesk tracking software to monitor and route issues. Tracks and monitors tickets assigned to the queue; processes first-in first-out based on priority. Follows up on outstanding requests and ensures a timely resolution. Ensures proper recording, documentation and closure of all tickets. Works to continuously improve help desk processes and improve service to users. Recommends procedure modifications or improvements. Updates customer data and produces activity reports.

Provides optimal user support. Utilizes help desk processes to achieve an optimal level of support, working to meet and exceed user expectations. Provides prompt responses to questions and requests from users. Demonstrates excellent customer service skills. May work via telephone, email or in person to provide user support.

Continues to develop technical and functional knowledge of systems and applications. Preserves and grows knowledge of help desk procedures, products and services. Learn to recognize common problems and the most quick and efficient path to resolution. Updates technical and functional knowledge through training and other opportunities.

Participates as a member of the Team. Participates in the ongoing development, communication and implementation of team concepts, programs and policies; coordinates work to ensure best practices with all team members. Attends appropriate team meetings. As a member of the Team, fosters strong cohesiveness regarding all major issues; e.g., direction, annual plan, budget, policy changes, etc. Accepts responsibility to quickly identify any areas that lack cohesiveness, bringing them to the attention of the team leader and working with the team in a supportive manner to resolve issues and actively look for ways, and reinforce actions needed, to achieve synergy possible within the larger organization.

Simmons Operating systems principles and objectives: Is familiar with Simmons’ established operating systems (e.g. quality, security, office environment, company policies, LEAN); understands the responsibility to maintain familiarity with the systems and this position’s role in support of these systems - including a consideration of the impact of individual actions on the systems and the responsibility to communicate concerns and improvement ideas.

Performs other duties as necessary in support of business objectives: This position description is intended to guide the activities of the person in this position and is not intended to limit the thinking and creativity of the person as to the work of this function nor is it intended that this describe all the work that may be required of the person in this position.

Physical Activities: Enters and locates information on a computer. Visually verifies information, often in small print. Communicates with Customers, Vendors, or Employees via telephone, in person, and/or electronic mail. May present information to small or large groups. Move about in an office environment daily or manufacturing environment as needed.

Personal Protective Equipment (PPE): As required by visiting facility.

Travel: Regular travel by car to supported sites. May take up to two offsite classes per year.

Technical Experience: Help Desk experience preferred. Must have experience with computers, the Microsoft Office suite, and enterprise systems and applications. Strong customer service and communication skills required.

Industry Experience: Preference for manufacturing or food processing organization.

Minimum Education: High School Diploma or equivalent.

Preferred Education: Associate’s Degree in Information Technology/Computer Science or technical related field. A+ or MCP certifications are a plus.

We value military experience and welcome veterans to join our team.

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