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Service Desk Support Analyst I 250 views

Local Bounti is a leading controlled environment agriculture (CEA) company. Our mission is to bring our farm to your kitchen and deliver the freshest, locally grown produce in the fewest food miles possible.

By growing local and minimizing the distance between farm and plate, Local Bounti helps eliminate food waste and provides fresh, high-quality produce to areas of the country over 1,000 miles from their current source. Our sustainable greenhouse technology delivers ideal growing conditions for each of our diverse selection of crops, resulting in 90% less water consumption and 95% less land use than conventional agriculture, no need for herbicides or pesticides, and the lowest carbon footprint in the industry. We provide an interactive, educational, and safe work environment and are dedicated to helping our employees grow within the company. Local Bounti is committed to fully integrating environmental, social, and governance (ESG) objectives in all our business activities.

Local Bounti  currently has an opening for a Service Desk Support Analyst I. The pay range for this position will be $55,000 – $65,000 DOE. 

The Service Desk Support Analyst I will perform various functions of the service desk such as basic service requests, basic change requests, basic incident resolution, and technical support to customers or end users of Local Bounti via the telephone or electronically. They conduct initial assessment, triage, research, and resolution of basic issues, service requests, and changes, with application software and hardware components.

The Service Desk Support Analyst I will assess and optimizes the performance of Local Bounti’s IT systems and software. The Service Desk Analyst I will analyze the performance of IT systems, resolve IT equipment and software issues, and provide IT support to Local Bounti employees.

Responsibilities:

  • Answers and responds to inbound calls or electronic ticketing requests from end-users regarding information technology used by Local Bounti.
  • Creates and documents all support calls from the Local Bounti’s user community into the service desk tracking software.
  • Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support.
  • Analyzes and resolves all application software or hardware incidents and requests from Local Bounti employees.
  • Ensures that incidents and requests are tracked and worked from identification through resolution stages.
  • Follows up with escalated incidents, requests, and changes, to ensure they are resolved, and the customer communication is complete.
  • Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact.
  • Responsible for providing on-call support as needed.
  • Complies with and supports Local Bounti’s standards, policies, and procedures.
  • Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users.
  • This position will also require travel to Local Bounti facilities approximately 25% of the time.

 Qualifications:

  • Experience/Education: A minimum of High School Diploma combined with several years of experience. However, an associate’s or bachelor’s degree in computer science or Information Technology is mostly preferred.
  • Certifications: Any of the following certifications would be preferred; CompTIA Security+ CE or equivalent; ITIL Foundation Level; MCSA Windows Server 2012/2016 and VMware VCA-DBT.
  • Experience working in a busy IT service desk environment; using an ITSM tool to create, update and manage tickets with precision and attention to detail. Solid technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, M365 cloud productivity suite, business software and office productivity tools.
  • Troubleshooting experience on Microsoft desktop OS and software related issues is preferred.
  • Prior experience supporting customers in the use of application software and proficiency in applying support software tools are also required to work as a service desk analyst.
  • Experience providing customer support services in a professional manner. This includes providing customer support over the telephone and via remote screen sharing.
  • Problem-solving skills: it is essential that the Service Desk Analyst I is a naturally curious problem-solver, with the ability to devise technical and creative solutions to user issues.
  • Communication skills: This job requires customer interface either in person, electronically, and over the telephone, therefore, it is essential that the Service Desk Analyst I possess effective communication abilities, both for oral communication as well as for documenting procedures and detailed reports.
  • Time management skills: Service Desk analysts require excellent time management skills to handle and escalate incidents in a timely manner and should be able to set priorities when handling multiple cases.
  • The Service Desk Support Analyst I must have the ability to work collaboratively with other IT personnel to resolve user issues.
  • Organizational skills: it is essential that the Service Desk Analyst I can work independently and apply a methodical approach to prioritizing work and managing workload.

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Company Information
  • Active Jobs 8 Jobs
  • Company Address PO Box 1736 HAMILTON, MT 59840
  • City Hamilton
  • Location Montana
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