IT Support Technician III - Supervisor

Our Story

Most people like to be a member of a family and a part of the team. Here at JS West that is exactly what you’ll experience. JS West & Companies is all about family. We’re family owned and operated and have been for more than a century. Our whole philosophy of business embraces the bonds, trust and loyalty found in the family unit and extends to our family of employees, customers and community.

Summary: The IT Support team provides high-quality technical support for JS West employees. In addition to providing end user support, the IT Support Technician III – Supervisor oversees helpdesk operations to ensure policies and procedures are being met. The ideal candidate is detail oriented, possesses strong problem-solving abilities, excels at task management, is an excellent communicator, and is eager to learn.

Essential Duties and Responsibilities:

1. Triage incoming support requests.

2. Troubleshoot and resolve support requests within the parameters of the Service-Level Agreement (SLA).

3. Maintain continued communication with staff while working through support requests.

4. Continually revise and expand support documentation to streamline future support engagements.

5. Deploy workstation IT equipment such as PC’s, laptops, printers, and scanners in accordance with company standards.

6. Troubleshoot basic networking issues and escalate to networking team with relevant findings.

7. Install, support, and troubleshoot fleet vehicle IT equipment.

8. Assist poultry staff in troubleshooting high-priority technical issues related to egg processing.

9. Occasional travel to multiple facilities to provide IT support.

10. Complete projects as assigned.

11. Maintain a spirit of innovation, excellence, and iterative improvement.

The IT Support Technician III – Supervisor has the following additional responsibilities.

12. Supervise daily operations of support staff to ensure timely and professional delivery of technical support.

13. Receive, evaluate, and process escalation requests from helpdesk to appropriate team members.

14. Identify and assign training opportunities for support teams.

15. Monitor and report on helpdesk performance and recommend opportunities for improvement.

16. Manage projects assigned to the support team.

Knowledge, Skills and Abilities

1. Familiarity with Microsoft Windows 10/11 and Microsoft 365 productivity suite in a corporate environment.

2. Understanding of common IT management tools such as:

a. Endpoint Protection Antivirus

b. Mobile Device Management (MDM)

c. Active Directory (AD)

d. Asset Management

e. Microsoft RemoteApp and remote desktop

3. Familiarity with computer hardware component assembly and troubleshooting.

4. Basic understanding of TCP/IP, Internet Protocol v4/6, Domain Name Service (DNS), and common Wi-Fi technologies.

5. Strong written and verbal communication skills.

Job Prerequisites and Credentials:

1. Bachelor’s degree in computer science or related fields AND one (1) year of experience in helpdesk supervision, systems administration, or adjacent fields OR three (3) years of experience helpdesk supervision, systems administration, or adjacent fields.

2. Certifications such as CompTIA A+, Network+, Security+, or relevant vendor-specific certifications are not required, but are preferred.

3. Must have a valid driver’s license.

4. Ability to lift 40 pounds.

Work Environment and Special requirements:

1. Occasional work in dusty environments

2. Occasional work in loud environments

Salary: $68,640 - $85,280 ($33/hr. - $41/hr.)

Job Type: Full-time

Pay: $33.00 - $41.00 per hour

Expected hours: 40 per week

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Employee assistance program

- Employee discount

- Health insurance

- Life insurance

- Paid time off

- Retirement plan

- Vision insurance

Work Location: In person