ABOUT POET
At POET, it is our mission to be good stewards of the Earth by converting renewable resources to energy and other valuable goods as effectively as humanly possible. For over thirty years our drive and passion to change the world has enabled us to become the largest producer and marketer of bioethanol and leader in bio-based products in the world. Beyond our world-class culture, POET team members enjoy competitive pay and benefits including;
- Attractive Relocation Assistance and Bonus Programs for qualifying positions and/or locations
- Competitive pay, including shift premium pay for qualifying positions
- Quarterly Profit-Sharing Bonuses, and Bi-Annual Incentive Bonuses
- Individual and family plans for health, dental, & vision insurance, including a generous employer Health Savings Account contribution
- Paid Parental Leave
- A multifaceted wellness program encompassing the whole person - mentally, physically, and spiritually
- Onsite fitness centers or fitness reimbursements
- 401K with company match
- Paid time off and paid holidays
- Tuition reimbursement
- Excellent work-life balance with a 'family-first' culture
- Safety and cold weather gear reimbursements
- Discounted home and auto insurance
JOB SUMMARY
This position provides first level technical support and guidance to users by responding to inquiries, troubleshooting and resolving problems for all software and hardware issues; printer support (Canon, HP and Dell); escalating and dispatching appropriate IT personnel as needed; communicate technical issues with team members to research and implement solutions; documents inquiries and resolution in the Help Desk trouble ticketing system; communicate all changes to appropriate IT management; keeps skills in relevant technologies up to date and takes steps to constantly improve those skills.
DURING A TYPICAL DAY
- Adhere to all security practices and procedures to safeguard company resources.
- Provide a high level of service while supporting end users. Support includes laptops, desktops, cell phones, IP phones, and voicemail systems.
- Successfully troubleshoot issues both independently and in collaboration with all available resources.
- Work with technical support team members from external organizations to troubleshoot and repair hardware, software, and telecommunications systems.
- Manage internal requests for system issues or enhancements by prioritizing issues, communicating status to affected parties, and updating the Help Desk trouble ticketing system. The Help Desk trouble ticketing system is utilized to track user issues and provide IT with metrics to track user satisfaction.
- Provide routine and emergency support to team members in-person, over the telephone, and/or through remote support systems.
- Travel to remote sites as necessary to support operations.
- Assist other IT personnel in the completion of projects as assigned by the appropriate supervisor, manager, or the IT Director.
- Communicate frequently with end users as well as other support teams.
- Foster a culture of safe behavior and environmental compliance at all times.
- Maintain a team environment at all times and champion POET in the community.
- Since we’re all about teamwork and getting the job done, your skill may be put to a lot of other uses!
STRENGTHS OF A SUCCESSFUL CANDIDATE
- Associates degree in a technical field or 1-3 years of equivalent experience is required.
- Working knowledge of Windows based computer systems, computer hardware and software applications; local area networks.
- Specific knowledge and experience with Windows Operating system based PCs and laptops.
- Familiarity with TCP/IP protocols, phone and network servers as well as other related hardware.
- Troubleshoot PC, Printer and non-application support software problems until resolution is achieved.
- Ability to troubleshoot hardware and software problems
- Install and upgrade hardware and desktop software.
- Ability to establish and maintain effective working relationships with supervisors, peers, and other team members.
- Must have a valid Driver’s License.
- Willing to travel with occasional overnight stays.
- Knowledge in Microsoft Office Suite and the ability and willingness to learn new software applications.
- Excellent organizational, time management, and communication skills as well as the ability to adapt to change.
- You communicate effectively in writing and in person.
GROWTH OPPORTUNITIES WITHIN POET
At POET we believe in developing our team members to their highest potential and recognizing contributions that add value to the organization. Each new team member’s position and compensation are carefully determined by considering their unique qualifications and skillset.
WORK ENVIRONMENT
- Culture is king at POET. We’re all on the same team. We always communicate. And we park our egos at the door. These aren’t just slogans on our walls. It’s the way we do things at POET.
- Opportunities for travel up to 25% of the time to visit the bioprocessing facilities, meetings and site visits when available. At times overnight travel may be required.
- This position operates in an office environment working at a personal computer where you may sit or stand.