Lead Service Center Analyst

Pay Range: $32.00 to $41.00 per hour

PURPOSE OF POSITION :

• To be the lead Team Member within the IT Service Center, in conjunction with, and at the direction of, the Service Center Manager, accountable for the day-to-day operations of the IT Service Center, ensuring that each Service Center Team Member is adequately trained, serving as a coordinator between the Service Center and other IT teams and end customers, resolving escalated issues, and performing other duties as assigned by the Service Center Manager. The goal is to maximize internal Service Center productivity for the Foster Farms community by promptly responding to support requests, minimizing equipment downtime and improving customer skills through phone support, walk-in requests and site visits.
  The IT Service Center is the single point of first contact for all IT customers requiring problem resolution, desktop/laptop and other hardware equipment installations or repair, phone service changes, security and user ID administration and Office products. This role enhances productivity at all levels in the company through prompt, meaningful response to questions, efficient problem resolution and on-site visits. Ensures that the Service Center Team Members are trained and capable of assisting end customers in this regard.

ESSENTIAL JOB FUNCTIONS:

• Oversight of the day-to-day operations within the Service Center. Ensuring that each ticket is efficiently and adequately addressed in a timely manner. Ensures every Service Center Analyst is properly trained to provide the support necessary.
• Act as a point of escalation for all Service Center members; providing direction, troubleshooting advice, and resolutions on complex issues resolvable by the Service Center.
• Coordinates and ensures training opportunities for all Service Center members are provided.
• Schedules overview sessions, workshops, instructional tours, etc.
• Make technological recommendations to the Service Center Manager.
• Participation in projects in order to ensure customer support requirements are addressed prior to a roll-out or go-live. This role will include the creation of Service Level Agreements (SLA’s) to coincide with new project and existing services.
• Create and maintain Standard Operating Procedures relating to installation, security and training used in the Service Center.

ADDITIONAL FUNCTIONS:

• Other duties as assigned by the Service Center Manager.

Requirements

MINIMUM REQUIREMENTS :

• A combination of education, training and experience that provides the required knowledge and abilities.
• Experience working both independently and, in a team-oriented collaborative environment.
• 3+ years experience working in a Service Center, Help Desk, or Desktop Support environment.
• 3+ years troubleshooting desktop, laptop, printers, and other peripherals.
• 3+ years experience with Windows and MS Office applications.
• Highly self-motivated and self-directed, able to make sound decisions with little direction from Management.
• Ability to communicate clearly, concisely, and effectively with non-technical staff, IT staff, and business teams.
• Ability to communicate effectively with varying levels of management, customers, and team members in both written and verbal form.
• Ability to plan, organize, prioritize and execute tasks in a changing and demanding environment.
• Strong customer service, communications, and interpersonal skills.
• Proven analytical and problem solving skills.
• Strong service oriented mentality with a desire to help others.
• Ability to lift up to 50 lbs.

PREFERRED REQUIREMENTS:

• BS in computer science, information systems, software engineering or equivalent experience.
• 3-5 years of IT experience working in a large organization with increasing responsibilities.
• Must be able to work various shift schedules.
• Experience learning and documenting business requirements.
• Consumer products industry experience strongly preferred.
• Ability to move up within the organization.

PHYSICAL REQUIREMENTS:

• Must have reliable transportation.
• Must have or be able to obtain CA driver’s license.
• Must be able to travel overnight occasionally.
• Must be able to have consistent attendance in the Livingston, or other assigned Foster Farms’ Office.
• Must be able to sit for long periods of time.
• Must be able to drive to various company and vendor locations.
• Must be able to work on the computer for long periods of time.
• Must be able to deal with periodic high stress situations.
• Must be able to stay calm and focused when dealing with difficult issues.

Additional information

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

Foster Farms is an Equal Opportunity Employer – Minorities, Females, Veterans and individuals with disabilities are encouraged to apply.

Foster Farms participates in E-Verify during the hire process at all locations for all new TEAM Members.