Thank you for your interest in the employment of Aviagen. Aviagen is a primary poultry breeder with operations around the globe and headquartered in Huntsville, Alabama.

We are seeking an IT Help Desk technician who possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 1 and some Tier 2 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to customers in person, over the phone, or via e-mail using the IT ticketing system.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or in person.
• Diagnose, research, and resolve tier 1 technical hardware and software issues.
• Effectively advise and assist customers on appropriate action.
• Provide accurate information on IT products and services.
• Direct unresolved issues to the next level of support personnel.
• Identify and escalate situations requiring urgent attention.
• Maintain the highest possible level of customer service.
• Monitor the remote monitoring and management system alerts.
• IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solutions implementation and support: VPN and terminal services
• Recording all calls/activities in the service desk tool.
• Create Knowledge Base articles as repetitive issues arise to assist in increasing the First Call Resolution rate.
• Provide IT support encompassing PCs, networking, printers, client applications, and phones, and be the first point of contact for all other issues
• Troubleshoot hardware and software issues, both in person and remotely
• Establish and maintain system user accounts and security authorizations per company policy and procedures
• Deploy personal technology to end users: new hardware/software installs or upgrades to an existing workstation and mobility devices.
• Consult with vendor support partners to resolve issues, as necessary

Required Experience:

• An associate's degree or 1 year of helpdesk work experience, is required.
• Strong customer support skills
• Excellent written and verbal communication skills
• Problem-solving ability to diagnose and resolve basic technical issues.
• Demonstrates eagerness to learn and flexibility with the ability to multitask.
• Possess attention to detail and follow-through.
• Ability to be flexible, multi-task, and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• High level of professionalism and ability to maintain confidentiality.
• Hands-on experience working in a professional environment with Windows 7, 8, 10, and 11
• Must be able to pass the hands-on technical tests as well as a background test and drug screening.
• Experience in providing technical support and troubleshooting network, desktop, and/or systems hardware and software.

Preferred Experience:

• Virtualization tools such as Hyper V and Citrix
• Active Sync, Exchange.
• Antivirus solutions such as Cynet
• Experienced with TCP/IP network and telecommunication technology (wired and wireless).
• Experience with VoIP Telephony, analog voice, and videoconference systems.
• Experience with Active Directory, and Group Policy.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years
• Under 1 year

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Huntsville, AL 35806: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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