Job Description

IT Help Desk Technician

At Pete & Gerry's, we were first to do it better, and are still doing it best. For nearly 30 years, we've been on a mission to produce healthy, delicious eggs and partner with family farms for meaningful impact. By raising hens outdoors as nature intended, we stay true to our roots every step of the way by keeping animal welfare, planet-friendly farming practices, and high-quality taste and nutrition at the heart of all we do, so you can always believe in what you buy.

At Pete & Gerry's, we believe that when we care for each other, we all thrive. Across our farms, offices, and communities, we act as one flock united by respect, collaboration, and a shared commitment to doing what's right. We create an environment where every person feels valued, supported, and empowered to grow, because our success depends on the wellbeing of the people who make our mission possible.

The IT Help Desk Technician is a member of the Information Technology Team that supports all employees in corporate, processing plants and distribution centers. This role is the first point of contact for users needing assistance. The technician will respond to incidents and requests reported by users and deliver the highest level of customer service. Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.

How You'll Create Greater Impact:

Lead by example, tackling new issues that require collaboration with escalation teams

• Act as a liaison between support tiers and functional groups
• Train users on technology topics

Triage Help Desk

• Delegate tickets to team members as needed
• Prioritize the ticket queue to fit business expectations
• Report on project status to management and/or escalation teams

Establish current and new support procedures

• Investigate issues needing further documentation
• Create and maintain knowledge articles for use by team members and users
• Participate in Jira Help Desk implementation and design

Provide IT Support to all employees with a Customer Service mindset

• Document, troubleshoot, and track incidents while ensuring timely resolution or proper routing for escalation
• Promptly respond to incidents and service requests
• Various application and domain account Provisioning/De-provisioning
• Troubleshoot computers, phones, office equipment, and applications to identify and correct malfunctions as well as any other operational difficulties

Provide in-house support for IT installation projects

• Run data or other low voltage cabling
• Terminate data runs
• Install end points and other IT equipment
• Use ladders and man lifts to complete projects.

What You'll Bring to the Flock:

• True curiosity, passion and interest in problem solving, incredible customer service and being a part of a team of folks who enjoy working together.
• Associate or bachelor's degree in information technology, Computer Science, or a related field, or equivalent experience.
• Proven experience as an IT Support Technician or similar role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills and the ability to provide step-by-step technical help, both written and verbal.
• Certifications such as CompTIA A+, Microsoft Certified IT Professional, or similar is an advantage.
• Ability to prioritize, manage and meet deadlines.
• Effectively manage time and operate with sense of urgency.
• Adjusts quickly to changing priorities and conditions.
• Cope effectively with complexity and change.
• Must be able to lift up to 50lbs regularly
• Must be comfortable with ladders and man lifts
• Must be comfortable with tight spaces

Location:

This is an onsite, full-time, hourly, non-exempt position based in Kalona, Iowa. Travel to other Pete & Gerry's locations required.

Tending to our Flock:

• Medical, dental, and vision insurance
• Paid vacation
• Paid sick time
• Paid volunteer time
• 9 paid holidays
• 401(k) with 4% employer match
• Disability and life insurance
• Opportunities for advancement
• Maternity and paternity leave
• Tuition reimbursement
• Flexible Spending Account
• Health Reimbursement Account
• Footwear reimbursement for onsite employees
• Onsite employees receive free eggs weekly; remote employees receive coupons for free eggs
• Breakfast or lunch events from time to time.
• A team grounded in a shared mission: Healthy Hens, Healthy Eggs, Healthy Planet.

Equal Opportunity Statement

Pete & Gerry's Organics is an Equal Opportunity Employer. We are a community built on respect and shared purpose. Every person belongs here because our strength comes from the diversity of people and perspectives that make us who we are.

We are an E-Verify employer. After accepting an offer, we will use E-Verify to confirm your eligibility to work in the United States by comparing information from your Form I-9 with records from the U.S. Department of Homeland Security and Social Security Administration.

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