Pay Type Salaried State: KY City: Owensboro Area of Interest: Information Technology Exempt or Non-Exempt: Exempt Requisition Number 1366 Job Title IT Help Desk - Service & Support Specialist Job Description
Swedish Match North America LLC, a rapidly grow ing manufacturer and marketer of well-known tobacco products, non-tobacco ZYN pouch products, as well as complementary products, is currently seeking an IT Help Desk, Service & Support Specialist for the Owensboro, KY facility.
Responsibilities include:
• Provide world-class IT support and end-user assistance, both first- and second line, to all Swedish Match users.
• Support local IT environment to its full function by providing fix on fail and setup according to the corporate standard.
• Accomplish excellent user satisfaction by professionally managing user dialogue and providing a qualitative and timely response on tickets.
• Identify, analyze, categorize & prioritize, document, and report issues in accordance with the Incident, Service Request and Problem processes. Determine nature, impact and true extent of the issue, and take required action. Deliver resolution and Follow-up on tickets to confirm resolution.
• Provide onsite support, install & setup standard equipment for local IT environment in Offices, Factories and Stores. Resolve end-user tickets by walk-bys & walk-outs and visit the end-user at their location/site for tickets that cannot be resolved remotely. As part of the resolution, instruct users on how to improve and prevent future occurrence in the case of end user errors or training issues.
Requirements
Education: Post-secondary school, preferably IT related. Relevant experience may be considered in lieu of a degree.
Experience: One to three years of first line support roles and responsibilities and general service desk tasks. Experience in field services (desktop support).
Skills/Knowledge: Ability to communicate confidently and clearly to users face to face, through email and over telephone. Knowledge of Incident Management, Request Fulfillment, Access and Problem Management, and understanding of ITIL Framework.
Other: Must be able to work 10:30am - 7:00pm. Must be willing to travel as required to other sites within Swedish Match.
Benefits for New Hires:
Swedish Match offers competitive salaries, flexible benefits program, medical, dental, and vision, life insurance, paid bonding leave, tuition reimbursement, matching 401(k), paid vacation, 11 paid holidays...and more!
An Equal Opportunity Employer M/F/Disability/Vet