Service Desk Rep II (Denver, CO)

Investing in You, join a 100-year-old, family-owned leader in Ag - and grow with us!

Wilbur-Ellis invests heavily in our employees by offering skill development and training, competitive compensation and benefits, and a tradition of promoting from within for a broad range of career opportunities. And we foster a supportive, people-first work environment.

"We know the confidence gap can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you."

General Purpose and Scope of Position:

The Service Desk Technician II serves as a key point of contact for IT-related support across the organization. This role is responsible for responding to user inquiries, resolving basic hardware and software issues, and ensuring timely, customer-focused support through the ServiceNow ticketing system. Duties include answering calls, imaging and configuring computers, and providing in-person assistance for office technology at our Denver, CO headquarters.

The Technician II will regularly interact with users to answer functionality questions, troubleshoot common issues, and escalate more complex problems as needed. This position works under the guidance of Service Desk Leads and the Service Desk Manager and plays a hands-on role in supporting conference room systems, networking equipment, AIO printers, and other IT infrastructure.

Key Skills and Abilities Include:

• 0-2 years of Help Desk/Call Center/Customer Service or equivalent experience

• A high level of customer focus; demonstrated ability to listen to customer problems and requests and provide appropriate responses

• Proficient using Windows or Mac computers

• Basic understanding of software application support. Preferably JD Edwards, Okta, and Office 365

• Typing >40WPM

• Understanding of ITIL based practices, preferably experienced in ServiceNow or similar ITSM Software

• Basic knowledge of Computer Networking, Active Directory, A/V, Telephony, and other electronics

Key Personal Attributes Include:

• Able to work in a team that operates in a fast-paced environment maintaining great communication with team members and people outside of the team

• Provide Exceptional Customer Service in all situations

• Ability to listen and empathize with customers

• Excellent written and verbal communication skills

• Initiative to ask questions then quickly learn and adapt to the environment

• Attention to detail while handling multiple tasks and competing deadlines with the ability to organize work based on goals and priorities with minimal supervision

Specific Responsibilities and Key Deliverables Include:

• Utilize the ServiceNow Ticketing System to log, distribute, and escalate all incoming requests following SOP's

• Provide the first level of assistance for incoming requests related to all IT systems

• Install and configure PC hardware, software, and peripherals

• Track Major Incidents to resolution while delivering timely and accurate mass communications

• Utilize asset inventory management tool and complete related shipping & receiving duties

• Develop and maintain technical instruction sets and knowledge base articles

• Build and maintain quality relationships with internal and external customers.

• Install and remove computer equipment with occasional lifting, bending and reaching

• Available to work early morning, evenings, nights, weekends, and travel or be on call when necessary

• Ability to drive a vehicle, valid driver's license required

• Special projects and other duties as assigned by the Service Desk Manager.

• All other duties as assigned

Compensation and Benefits:

• The base compensation for this position ranges from $23.61 to $31.50 per hour. Note that wages may vary based on skills, and experience. This position is eligible for vacation, holidays, health, dental, vision, mental health, retirement plans, and other benefits. Follow this link for more information regarding Wilbur-Ellis employee benefits: https://bit.ly/3S8aDCj

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Our Commitment to Diversity & Inclusion:

Diversity of people, cultures, opinions, and ideas makes us all stronger. From leadership commitment to employee buy-in, we know that creating an inclusive environment and providing opportunities for all employees to reach their full potential is a shared responsibility.

Wilbur-Ellis is a company you can be proud to call your employer

Wilbur-Ellis markets and distributes agricultural products, animal feed specialty chemicals, and food ingredients. A privately held and consistently profitable company, we employ more than 4,000 people throughout North America and Asia-Pacific.

Wilbur-Ellis is for and about people

Wilbur-Ellis has enjoyed over 100 years of success and growth, all thanks to our people. Our employees are both leaders and team players who thrive on creativity, entrepreneurial spirit, and a dedication to quality work, our customers, and each other.

Wilbur-Ellis invests in the industry's best workforce

Wilbur-Ellis invests heavily in our employees by offering skill development and training, competitive compensation and benefits, and a tradition of promoting from within for a broad range of career opportunities. And we foster a supportive, people-first work environment.

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