Service Desk Agent II

Under 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. Handle 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 procedures Desktop, 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 technologies Respond 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 alerts Intranet site administration and support. Computer imaging and deployment. Software packaging and deployment Create and maintain knowledgebase and similar documentation of existing systems / upgrades Maintain and extend printing infrastructure as needed Administer passwords for supported systems Audio / Visual support for events and meetings Ad hoc Customer training After hours work may be necessary for outages, upgrades and projects

Education:

Bachelors or Associates degree in Computer Information Systems required. Equivalent experience or in-progress education considered.

Certifications/Licenses:

MCSA, MCSE, ITIL, A+, NET+ certifications preferred

Experience:

3+ years of experience Track record of progressively increasing Service Desk support responsibilities Team troubleshooting and communication Phone Support role Customer Service Working in a Microsoft environment SQL support experience.

Specialized Knowledge and Skills:

Ability to troubleshoot software and hardware problems over the phone and in person Hands 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 issues Knowledge of IP phone systems and support Excellent and clear communication skills required Ability to correctly identify root causes and identify patterns Working technical knowledge of current protocols, operations systems and standards in the IT realm Ability to prioritize incidents, projects and tasks to make sure company needs are being met Ability to proactively identify emerging patterns to avoid large scale outages Capability to work well independently Ability to perform effectively under pressure Customer oriented; friendly demeanor

Necessary Competencies:

Customer Focused Dependability Learning Agility Priority Setting Problem Solving Technical Skills Travel Requirements Minimal 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 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 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 Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.