Senior Help Desk Support

Thank you for your interest in joining our team. At CGB, you can contribute to meaningful work, grow professionally and personally, and belong in a place where everyone has a voice.

Founded in 1969, CGB Enterprises, Inc. is known as an innovative and progressive leader in the grain and transportation industries. Today, CGB operates an enterprise with over 100 locations and nearly 2,000 U.S. employees overseeing a diverse family of businesses that provide an array of services for producers and logistics services for an international base of customers. The combination of our assets provides a growing organization that is celebrating over 50 years of strength and stability.

This job is primarily responsible for providing primary administration duties of the help desk system.

In this job, you will:

Provide primary administration duties of the help desk system.
Ensure accurate inventory of local computer workstations.
Primary point of contact for training and questions on the help desk system.
Help administer any help desk or administrative apps as needed.
Provide guidance to help desk team as needed.
Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interview user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Deliver professional, proficient customer service to end users providing frequent communication in an effective manner.
Determine whether problem is caused by hardware.
Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff i.e. PC Support Technician, Programmer Analyst, Network Engineer, Telecom Engineer, etc.
Log and track calls using problem management database and maintains history records and related problem documentation.
Prepare standard statistical reports, such as help desk incident reports.
Analyze and evaluate incident reports and makes recommendations to reduce help line incident rate.
Consult with programmers to explain software errors.
Call software and hardware vendors to request service regarding defective products.
Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
Write software and hardware evaluation and recommendation for management review.
Write or revise user training manuals and procedures.
Other duties as assigned.

Here's what you'll need to be considered:

Education

Required - High school diploma or equivalent experience and/or training.

Experience

Required - Three years related experience.

Preferred - Experience in related area.

Knowledge, Skills, and Abilities

Expert computer skills, including working knowledge of Microsoft Office Suite.
Effective interpersonal, oral, and written communication skills with the ability to interact with all levels of people within and outside the organization.
Effective listening skills with ability to interpret and share information clearly and concisely.
Ability to gain confidence and trust of others while establishing credibility.
Ability to multi-task, prioritize projects, and manage multiple demands while staying within established timelines.
Ability to work positively both independently and within a team environment; sharing expertise with others.
Ability to lead team to remain positive and display optimism and inspiration.
Drive for results and a proven track record of delivering results.
Ability to work outside of normal working hours to provide support based on assignments and projects.
Ability to work on call rotation.

Additional information you need to know:

Physical Demands & Requirements

Medium work. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Ability to stand or sit constantly/continuously.

Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.

Environmental Conditions

The work environment described here are meant to be representative of those an employee would normally encounter while performing the essential functions of this job.

The physical environment requires the employee to work inside where there are limited extremes to heat and/or cold; moderate noise; a normal office environment.

Travel, travel for project work, meetings and training is required.

Are you ready to make a meaningful career move & an impact at CGB? Apply today.

Known in our industry for stability and high ethics, CGB Enterprises, Inc. offers a stellar benefits package including: an outstanding 401(k) retirement plan with company contributions, medical, prescription drug, dental, vision, life, & disability benefits, flexible spending accounts, paid leave (holidays, vacation, sick), wellness programs, recognition programs, community involvement opportunities, and much more.

CGB Enterprises, Inc. is an Equal Opportunity Employer. EEO is the Law links in English or Spanish . We are unable to legally hire anyone who is not eligible to work in the United States nor are we able to sponsor visas.

The above is intended to describe the general content of and requirements for the performance of this position. It should not be construed as a detailed description of all the work requirements that may be performed in the job.

All Third Party Agencies, Headhunters, and Recruiters

CGB Enterprises, Inc. and its Subsidiaries only forms contracts with recruiters with whom we have an established relationship and with whom we have in place a signed contract. All contact from third parties must go through our Human Resources Department. Any contact made outside of our Human Resources Department by a third party will cancel any future business relationships between the third party and CGB Enterprises, Inc. and its Subsidiaries.