Company:

Wells Enterprises (a Ferrero Company)

Functional Area:

IT The Role Responsible for supporting hardware and software on IT computer related devices for Wells Enterprises employees. Under general supervision, perform analysis and assists in a variety of service desk activities. Equipment supported includes, but is not limited to, PCs, tablets, mobile phones, plant vehicle and handheld equipment, and printers. What You'll Do Provide support to end users via multiple methods such as telephone, email, or in person for incident resolution; guide end users through troubleshooting procedures; develop troubleshooting documents for the service desk; provide technical assistance in setup, installation and configuration of hardware and software. Resolve more complex incidents which require detailed systems and applications knowledge. Performs upgrades to hardware and software. Deploy new hardware and software in compliance with internal controls, policies and standards. Resolve incidents escalated from level 1. Recognize and escalate more difficult incidents to Level 3 or 4 support. #LI-MG1 #IND123 What You'll Bring Associates Degree with an emphasis in computers or equivalent experience. Certification by recognized industry leading firms is advised. 2 or more years of computer repair, hardware and software troubleshooting experience. Knowledge - Requires advanced knowledge of PC hardware, software applications, operating systems and network connectivity. Skills - Effective communication/interpersonal skills, with a focus on rapport-building, listening and questioning skills. Clear and thorough documentation skills. Strong analytical skills and attention to detail. Abilities - Must be customer service oriented and proactive in resolving incidents while maximizing use of computing resources. Wells Enterprises is an EEO/AA employer M/F/Vet/Dis