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Duties and Responsibilities:

Serve as a technical resource to Morton Salt staff, and 3rd parties with access to Morton’s platform.

Manage help desk tickets.

Walk users through the problem-solving process, providing solutions and advising on technical issues.

Answer telephone/video calls, emails, chats and respond to inquiries providing technical information, advice, or referrals.

Log all service requests into the ITSM system.

Record the problem description, including specific error messages and/or symptoms, any troubleshooting steps taken, the result, and the solution.

Provide the ticket number to callers. Provide level 1 troubleshooting and problem resolution services and at times Level 2 support.

Own the ticket until successful conclusion.

Resolve basic or routine issues for all Business Line applications and equipment.

Escalate critical issues to level 2 or level 3 support staff and/or management and track until resolution.

Assign service calls requiring on-site service to the appropriate resource.

Ensure escalated ticket has a successful outcome and is completed in a timely manner.

Contributes to the IT Knowledge Articles

Follow ITIL industry principles in day-to-day activities.

Install/Implement new hardware or software deployments as it relates to system infrastructure.

This is a full time on-premise position at company office or plant. Remote work capability exists for urgent/emergent issues as they arise off hours.

Travel will be limited to project work and training activities.

Personal training and certifications as determined by IT department.

Other work as assigned.

MINIMUM QUALIFICATIONS

Education/Experience:

High school diploma or equivalent required. CompTIA A+ Certification

MUST be French speaking (supporting French-speaking offices)

2 years of experience in technical support or a related field.

Experience with Microsoft apps: M365 Office Suite, SharePoint, One Drive, Teams, Outlook, and other major/mainstream business line applications.

Experience with and able to support Windows operating systems, Windows 11 is the current version.

Ability to diagnose and troubleshoot hardware and software issues.

Strong problem-solving skills and attention to detail.

Excellent verbal and written communication skills.

Ability to work independently or as part of a team.

Ability to handle multiple priorities and manage time effectively.

Customer service-oriented with a positive and professional attitude.

M365 cloud experience preferred.

Able to assist in managing the VoIP telephony system when called upon.

Perform routine diagnostics and maintenance.

Experience providing industry leading service matching the Businesses needs.

Knowledge and Abilities:

The Help Desk Agent is responsible for serving at the first-level of technical support and will be responsive to level 2 support. The Help Desk Agent will provide, remote problem resolution for Morton Salt staff requiring assistance with the information technology systems used within Morton Salt, including but not limited to network connectivity, server and access issues, desktop support, application support and telephony. All assistance is provided via phone/video call, e-mail, walk-in, or using remote-control software. Cases requiring level 2 or level 3 support will be assigned to the correct functional team.

Ability to:

Work onsite 5 days per week

Serve as a technical resource in level 1 and level 2 support.

Troubleshoot and assist customers in resolution of basic hardware and software issues.

Evaluate and prioritize service requests in accordance with department standards.

Document problems in writing in a clear, concise manner.

Learn Morton Salt’s organization, operations, policies, processes, and objectives.

Learn policies and objectives of assigned projects and activities.

Communicate effectively both orally and in writing.

Establish and maintain cooperative and effective working relationships with others.

Maintain and create Knowledge articles in ITSM system.

Understand and follow oral and written instructions.

Meet schedules and timelines. Physical Demands and Working Conditions

Lifting and carrying moderately heavy computer equipment up to 25 pounds.

Must be able to speak clearly and distinctly, and to converse by telephone, video and in person.

The individual is required to establish effective business relationships with all levels to give direction and to exercise tact, diplomacy, empathy, and firmness in sometimes highly stressful business situations.

Personal Qualities:

Independent Worker

Maturity and good judgment

Neat and clean business casual appearance

Willingness to assume a wide range of responsibilities.

Willingness to learn new skills.

Willingness to continuously improve.

Pleasant interpersonal skills

Good organizational skills

Working Conditions:

The Help Desk Agent will work on-premise in the office or plant environment, providing support via phone/video, email, chat during the core business hours. Agent may be required to work evenings, weekends, or holidays to provide support and to also augment support efforts during critical event or special projects. Remote work capability exists for urgent/emergent issues as they arise off hours.