IT Help Desk Technician

JOB SUMMARY

Responsible for providing Level 1 and Level 2 technical support to employees via phone, email, Microsoft Teams, remote support tools, and in person. This role is responsible for diagnosing and resolving hardware, software, network, account access, and endpoint-related issues, while escalating advanced problems to other IT team members as needed. Supports the setup, deployment, maintenance, and lifecycle management of end-user workstations, mobile devices, and phone systems.

ESSENTIAL FUNCTIONS

The essential functions in this job description are intended only as an illustration of the various types of duties that may be performed. The omission of specific duties does not exclude them from job performance requirements if work is similar or related to the job. Serves as the primary Level 1 and Level 2 point of contact for employees seeking technical assistance. Determines the best solution based on the issues and details provided by customers Troubleshoots escalated hardware, software, network, and account-related issues Administers user accounts, permissions, and group policies in Active Directory Installs, configures, images, and deploys desktops, laptops, mobile devices, and peripherals Supports Microsoft 365 administration, including Teams, Outlook, and Exchange troubleshooting Assists with endpoint security, patching, and system updates Maintains IT asset inventory and lifecycle documentation Coordinates with third-party vendors for warranty and service issues Conducts research to provide solutions to IT issues and assists in root cause analysis and recurring incident prevention Directs unresolved issues to the next level of support personnel Records events, problems, and resolutions in IT ticketing software Maintains technical documentation, troubleshooting guides, and standard operating procedures for recurring support issues Follows up and updates customer status and information Provides accurate information on IT products or services Identifies and suggests improvements to procedure and support processes Participates in an on-call support rotation and provides 24/7 technical support coverage during peak operational seasons, including evenings, weekends, and holidays, and emergency response situations, as needed

SUPERVISORY RESPONSIBILITIES

None

MINIMUM QUALIFICATIONS

Associate degree in information technology and two (2) years of related experience; OR a combination of experience, certification, education and training that demonstrates expertise in the related areas

CERTIFICATIONS, LICENSES OR SPECIAL QUALIFICATIONS

Must possess and maintain a regular Class "E" Driver's license

PREFERRED QUALIFICATIONS

A+ or Network+ certifications Bilingual - English and Spanish

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of Microsoft 365, Active Directory / Entra ID, endpoint management systems, ticketing platforms, PC/LAN/WAN communications, and computer hardware and software. MFA / identity management Skill in the use of Microsoft Office products (Teams, Word, Outlook and Excel) and applicable department and organization specific software; ability to learn and become proficient in the use of other specialized software as may be required Skill in organization, attention to detail, and time management with a proven ability to meet deadlines Skill in using mathematics required for the work Skills in assisting non-technical individuals with complex technical issues Ability to follow oral and written instructions Ability to work cooperatively as a member of a service-oriented team Ability to maintain confidentiality of sensitive materials and information Ability to clearly communicate and understand information in English, orally and in writing Ability to adapt quickly to changing circumstances and multicultural environment Ability to follow public safety guidelines and protocols and perform job functions in a safe manner Ability to establish and maintain effective working relationships with those interacted with during work regardless of race, color, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, age, genetic information, disability, political affiliation, military service, or diverse cultural and linguistic backgrounds Ability to maintain regular attendance to ensure efficient and effective performance of job duties Must be available to work evenings, weekends, holidays, and emergency on-call shifts during peak operational seasons

AMERICANS WITH DISABILITIES ACT

(ADA)

REQUIREMENTS

Depending on functional area of assignment, tasks involve the ability to exert light physical effort usually involving some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). May involve some climbing, balancing, stooping, kneeling, crouching, crawling, walking, or standing. Tasks may involve extended periods of time at a keyboard or workstation and extended periods of time standing and/or walking. Tasks are regularly performed inside and/or outside with potential for exposure to adverse environmental conditions (e.g., dirt, cold, rain, fumes). Some tasks require manual dexterity, in addition to visual and hearing acuity. Some tasks may involve identifying and distinguishing colors. Some tasks require the ability to perceive and discriminate visual cues or signals.

BENEFITS

We offer a suite of benefits, including but not limited to: Health, dental, vision Short-term and Long-term Disability Critical Illness, Accident, Hospital Indemnity Employee assistance program - offers confidential counseling and support with mental, financial, physical, and emotional wellbeing Paid time off (vacation, sick, holidays, bereavement, jury duty) 401(k) program with highly competitive match Tuition reimbursement

COMPANY VISION

SCGC's vision is to deliver the greatest value to our member-growers and employees by being an industry leader in all we do. We are passionate about our vision, and we are looking for others that are equally as passionate.

COMPANY DESCRIPTION

Sugar Cane Growers Cooperative of Florida (SCGC) is made up of primarily family-owned grower-members who cultivate sugarcane on over 75,000 acres of land, mainly in Palm Beach County, Florida. The Cooperative oversees the mechanical harvesting, processing, and marketing of raw sugar, molasses, and other by-products. With a workforce of over 500 employees, SCGC plays a key role in the sugarcane industry. Learn more at scgc.org. Sugar Cane Growers Cooperative of Florida is an Equal Opportunity Employer.