IT Support Technician II

When it comes to being wild, we know a thing or two. We're not afraid of trying something new or the hard work it takes to make it happen. It's in our DNA. We've turned a family recipe into a new snacking category. And the wilderness into the world's largest meat snack business, that's still proudly family owned and operated.

We're a company built by innovators, and are driven to not only satisfy your hunger, but to also feed your journey – whether that journey is on the road, on the run, at the campground, at the playground, in the office or in the moment. It’s a journey we share with you. It’s the journey forward of our people, of our communities, of our category…with a reverence for quality and an irreverence for the status quo.

 At Jack Link's Protein Snacks, we see every moment of every day as an opportunity to move forward, to forge new ground. To realize our vision of becoming the World’s #1 Protein Snack Company. We never give up. You never give up. Together, we keep going. Are you wild enough to join us?

Jack Link's Protein Snacks is a global leader in snacking and the No. 1 meat snack manufacturer worldwide. Family-owned and operated with headquarters in Minong, Wisconsin, Jack Link’s Protein Snacks also has a large corporate hub in Downtown Minneapolis, Minnesota. The company is made up of over 4,000 passionate team members, across 11 countries, who share an uncompromising commitment to delivering awesome products and feeding the journey of those who move things forward. The Jack Link’s Protein Snacks portfolio of brands includes, Jack Link’s, Lorissa’s Kitchen, MATADOR Jerky, BiFi and Peperami.

Our IT Support Technician II will provide Awesome Customer Service and support to team members and enterprise projects in a fast-paced environment.

The duties and responsibilities of this position shall consist of, but not be limited to, the following:

• Build and test standard system builds for PCs/Laptops/Handhelds, etc. and their associated hardware
• Install, configure, and troubleshoot PCs/Laptops/Handhelds, etc. and their associated software
• Identify and test patch sets for end user devices according to patch and security policies with the JLBJ environment
• Utilize and update enterprise ticketing system to keep record of work assigned and maintain expected Problem/Service Level Agreements with the business and if necessary ensure timely escalation of client problems
• Perform level 1 and 2 analysis, diagnosis, and resolution of technical problems for a variety of end users.  Identify, test and implement corrective hardware solutions, including off-site repair, as needed
• Provide incident management through help desk notification and tracking
• Complete all requested move, add, and changes for customers
• Respond to customer issues through email, phone and in person requests
• Be a point of contact for the Jack Link’s Global Help Desk for IT support and coordinate with Global Infrastructure, application teams, and the IT Security Team as needed to support the business needs
• Maintain an inventory of all computers, monitors, printers, scanners, licenses, etc. for the local site
• As a part of the Jack Link’s Global Help Desk, be a part of team collaboration, knowledge growth (creating Knowledge Base articles for team use, share knowledge), and follow all processes and procedures
• Ensure completion of all IT onboarding activities for new team members
• Provide on-call, off-hours and weekend support, on a rotational basis, as assigned to support the JLBJ staff
• Provide onsite support, listed above, to second location 10% of time (1 day every month or as needed)
• Support Infrastructure engineering in technical implementations of hardware/software
• Provide global monitoring and alert response to events via Logic Monitor technology
• Support the IT devices that enable plant technology to run
• Be able to represent IT to the plant for Operational Technology projects
• Performs other duties and responsibilities as necessary

Required Education:

• High School diploma or equivalent

Required Experience:

• 2+ years desktop support experience.
• 2+ years’ experience supporting Windows end points (Laptops Desktops).
• 1+ years Linux operating system.
• Strong customer-service orientation.
• Demonstrate strong problem-solving skills.
• Ability to work in a cross functional team.
• Ability to effectively communicate technical information to non-technical personnel.
•  Able to read and understand technical manuals and procedural documentation.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Self-motivated and directed with keen attention to detail.
• Knowledge of current technological developments and trends in industry.
• Valid driver’s license and insurable.
• Ability to travel to other plants

Preferred:

• 2 year technical degree in computer science field    

REQUIRED SKILLS, KNOWLEDGE and ABILITIES:

• Excellent verbal and written communication skills; must work effectively with all levels of management and team members
• Must demonstrate effective leadership, problem solving, presentation, and team member motivational skills.
• Proficient in Internet navigation, Microsoft Word, Excel, PowerPoint, and Outlook.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:

Jack Link’s provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic that is protected by federal, state or local law.

E-VERIFY:

Jack Link’s is participant in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.  For information about the E-Verify program, please visit:  http://www.uscis.gov/e-verify/employees

All your information will be kept confidential according to EEO guidelines.