Job Description

IT Support Specialist
Location - This is a hybrid role, which means that you will have the flexibility to work both onsite and at a distance. You will collaborate onsite at our La Farge, WI office for 4-8 days per month, and the rest of the time you can choose to work remotely or onsite.
Employee Type - Hourly
Bonus - No
Safety Sensitive - No
If a company is going to make a difference in today's world, it's going to have to think differently. At Organic Valley, our philosophy and decisions are based on the health and welfare of people, animals and the earth. We're a mission-driven cooperative, owned by family farmers, and we've been leaders in organic agriculture from the very beginning. Once pioneers of organic agriculture, we're now an established leader. Organic is all we do. We are driven by our mission to promote regional farm diversity and economic stability by the means of organic agricultural methods and the sale of certified organic products.
Summary of Role
As a member of the IT Service Desk, IT Support Specialists are considered support experts responsible for CROPP's client devices. They are the second point of escalation for the resolution of incidents and service requests. IT Support Specialists demonstrate intermediate knowledge of the concepts, practices and procedures at Organic Valley and typically self-manage their workload while performing assignments that are varied and that may be difficult in character.
Essential Duties and Responsibilities
o Provide technical support and how-to assistance with hardware, software and cell phones following request through to completion.
o Diagnose, research, and resolve issues in a timely manner.
o Provide guidance and explain technical policies and procedures to end-users.
o As an active member of an established on-call rotation, provide after-hours support to business users.
o Create and maintain knowledge bases, system support plans, and specialized system procedures.
o Assist in managing the life cycle of the application.
o Investigate business application problems, document available workarounds, identify root cause and implement solutions based on established processes.
o Assist users in obtaining access to systems.
o Provide backup support to business users, investigate, and resolve client business system errors, data discrepancies, performance issues, and other problems.
o Handle confidential information with discretion.
Additional Duties and Responsibilities
o Travel to CROPP facilities and offsite events to provide support.
o Acquire, maintain, and expand knowledge of relevant products.
o Review and evaluate new hardware and software products; recommend implementation of new products.
o Provide support for CROPP's Board of Directors and member farmers as needed.
o Mentor, train, and direct work of other staff members.
o Recognize gaps and provide expertise and advice toward development of communications, guides, or learning materials.
o Other duties as assigned by supervisor.
Knowledge, Skills, and Abilities
o Associate Degree in Information Technology, business, related field, or equivalent work experience is required.
o 3 plus years of experience requiring intermediate to advanced Service Desk and desktop operating system, hardware, and software knowledge.
o Able to type a minimum of 40 WPM is required.
o Experience supporting CROPP business systems.
o Effective verbal and written communication skills
o Excellent interpersonal communication and customer service skills.
o Critical thinking and problem-solving skills required.
o Experience with HaloITSM or other IT ticketing software is preferred.
o Demonstrated customer service skills required.
o Intermediate to advanced experience using Microsoft operating systems and Office products is required.
o Desire to learn application functionality.
o Highly self-motivated and directed, with keen attention to detail.
o Ability to conduct research into application issues and products as required.
o Ability to communicate ideas in both technical and user-friendly language.
Base hourly wage range: $23.26 - $28.20 per hour.
This hourly wage range is exclusive of fringe benefits. The compensation package may also include incentive compensation opportunities in the form of discretionary bonuses. If you are hired at CROPP, your final base hourly wage compensation will be determined based on factors such as skills, education, and/or experience. Additionally, we believe in the importance of pay equity and consider the internal equity of our current team members as a part of any final offer. Please keep in mind that entry-level candidates to this role should expect to be at the lower end of the hourly wage range and hiring at the maximum of the hourly wage range is not typical.
Benefits
We believe when our people are strong, our mission is strong. Therefore, we offer a comprehensive and holistic Total Rewards package meant to strengthen employees' and their family's total wellbeing. Here are some of the great benefits offered:

• Comprehensive Health Insurance - Choice of plans for you and your family, including some that can be paired with an HSA (which CROPP contributes to on your behalf)
• Supplemental insurances: we offer accidental insurance, critical illness insurance, and hospital indemnity insurance.
• Time Off - 136 hours in the 1st year of employment prorated by start date. Plus 9 paid holidays, plus one floating holiday to use at will.
• 6 Weeks Paid Parental Leave - For all gendered partners in childbirth or adoption.
• Vision & Dental Insurance - Free annual eye exam, discounts on glasses/contacts, flexible dental network, adult ortho.
• 401k - We match 100% up to the first 3% of an employee's contribution, and then 50% for 3.1%-5.0% of employee contributions.
• Free services at five local Neighborhood Family Clinics.
• Tuition Reimbursement - Up to $1,500 per year to support continuing higher education.
• Life Insurance - $50,000 policy funded by CROPP for each employee. Supplemental voluntary coverage available for employees, spouses, and children.
• Short-Term & Long-Term Disability/AD&D Insurance - $50,000 of life insurance coverage of $50,000 of AD&D coverage funded by CROPP for each employee.
• Employee Assistance Program - Free and Confidential for employees, spouses, and dependents.
• Free onsite fitness centers available 24/7
• Free biometric screenings (cholesterol, glucose, blood pressure) and health coaching.
• Financial advisors and seminars
• Annual $360 Lifestyle Spending Account

• Flexible Scheduling
• On-site all-organic cafeterias

Skills Required