IT Help Desk Support

IT Help Desk Support

Join America's favorite family bakery since 1934-home of Little Debbie, Drake's Cakes, and Sunbelt Bakery Granola Bars. Work with legacy brands that bring smiles to faces nationwide, including yours. You'll experience a culture committed to work-life balance, guaranteed time off, and supportive health and wellness offerings. Enjoy profit sharing, long-term job security, and a range of exciting career paths. When you join McKee Foods, you'll discover a better way to live and work.

Pay

Salaried grades 2-4
$50,600 - $65,300 / year, depending on experience and qualifications.

Actual salaries may vary and in some cases may be higher with extensive experience and strong performance.

Schedule

1st Shift, Monday - Friday, 7:00 a.m. - 4:00 p.m. (other hours as needed)

Hybrid-remote; primarily remote with two days on-site per month (may be more depending on business need).

Location

10260 McKee Road, Collegedale TN 37315

Job Summary

McKee Foods Corporation is seeking an IT Help Desk Support to join our Help Desk Team. This is a great opportunity to work with an experienced team of IT professionals. This person will be a part of the Help Desk Support team that helps McKee Foods' customers and employees through a combination of customer service and technical skills to support Windows and iOS devices and applications. They will be responsible for resolving and tracking Help Desk calls and escalate tickets to other groups as needed. They will help implement standards and best practices. This person will work with internal and external customers to resolve technical application problems/opportunities.

Responsibilities will also include:

• Provide internal and external customers with excellent customer service and support via phone, email, and ticketing system
• Use job aids to assist in the diagnosis and resolution of issues
• Track and research problems to identify and solve root causes
• Participate in and help promote corporate standardization for improved support and lower total cost of ownership (TCO)
• Determine and assign priority to ticket using provided definitions for resolved and escalated requests
• Communicate expectations to the customer depending on set priority and escalation path
• Provide basic "how-to" training to end users
• Assist in communicating wide-spread issues to customers

Required Qualifications

• At least one year of related experience
• Customer service experience
• Experience with iOS and Windows OS (10, Windows Server 2012, and 2016)
• Strong working knowledge of Microsoft Office Suite
• Experience with process improvement
• Demonstrated high level of professionalism, initiative, and assertiveness
• Strong interpersonal and communication skills (verbal and written)
• Demonstrated ability to work effectively within a team
• Strong desire and aptitude to learn quickly, develop new skills, and work independently
• Must be willing to travel up to 5%

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field and at least 1 year of experience or equivalent combination of education and experience (two years of experience = one year of education)
• Desktop Support and/or Help Desk experience
• Working knowledge of scripting technologies including, PowerShell, WMI, and experience with Active Directory
• Excellent problem-solving and trouble-shooting skills including tracking and researching problems to identify and solve root causes
• Ability to write, run, and analyze results using SQL
• Project Management experience

Benefits

• Competitive weekly pay
• Profit-sharing cash bonus program
• 401(k) with matching contributions
• 25 days Paid Time Off (for vacation, holidays, sick time, personal time, etc.)
• Medical insurance, including health, dental, vision and prescription drug plan
• Supplemental plans, including life insurance
• Fully-paid parental leave
• Health Center and Pharmacy
• Tuition reimbursement
• Credit Union
• Exercise and recreation facility
• Wellness programs with incentives
• Employee Assistance Program (EAP)
• Short-term and long-term disability benefits (company-paid)

**EOE, including disability/veterans**