Help Desk Associate 2Nd Shift

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal. ASR Group also owns and operates mills in Mexico and Belize. The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

POSITION SCOPE

The Help Desk Associate 2nd Shift is an entry level position that supports a much larger function. The Helpdesk serves as a central point of contact for the quick diagnosis of IT related problems, the efficient resolution of those problems, and for the fulfillment of IT service requests. The Help Desk Associate has limited interaction with customers throughout the company. Most of the efforts for this job are performed online in managing ticket requests using workflows. This position is responsible for supporting the coordination and administration of business processes and customer support requests for a multi-company, global Helpdesk; assisting users with general desktop issues, including problem solving, etc. Primary responsibilities include support for daily ticket triage, email queues and workflow management.

DETAILED ROLES & RESPONSIBILITIES

Core Work Hours are 3 PM to 11 PM Pacific Time

• Publishing Service Desk Communications using approved templates
• Provides after hours global on call support – when requested
• Ticket triage management for fulfilling SharePoint user access requests
• Resets user passwords as requested in emails or Service Now tickets
• Demonstrate good social skills in a professional environment showing good customer service follow-up
• Data entry for creating tickets in Service Now from email requests
• Primary focus is with the following:
  • Data entry for creating tickets in Service Now from email requests
  • Ticket triage management for fulfilling SharePoint user access requests
  • Publishing Service Desk Communications using approved templates
  • Resets user passwords as requested in emails or Service Now tickets

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Must have a desire to develop interpersonal and technical skills.
• Good communication and customer service skills
• Must possess exceptional writing and reading skills, needed to provide appropriate customer support.
• Must exhibit the ability to process and learn new technologies quickly.
• Must be able to follow verbal and written directions within a team environment.
• Needs to be driven to learn and work independently as the work environment dictates the needs for service.
• Be able to follow department policies and procedures in supporting the Help Desk customer base.
• Strong organization skills

ESSENTIAL WORK EXPERIENCE

• Basic computer skills using Excel, Word, and MS Products a plus
• Experience with using workflows tools a plus (SNOW)
• Minimum of 6 months to 1 year as level one Helpdesk Support person or other IT or technical related job experience

ESSENTIAL EDUCATION REQUIREMENTS

• .High School Diploma

LOCATION:

• Crockett, California

SALARY: $50,500 TO $84,000

We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, gender identity, age, national origin, disability, veteran status or any other category protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.