IT Support Analyst - GROWMARK, Inc. - Bloomington, IL
GROWMARK is an agricultural cooperative serving almost 400,000 customers across North America, providing agronomy, energy, facility engineering and construction, and logistics products and services, as well as grain marketing and risk management services. Headquartered in Bloomington, Illinois, GROWMARK owns the FS trademark, which is used by its member cooperatives. GROWMARK also owns and operates SEEDWAY, the largest full-line seed company in the United States. More information is available at growmark.com.
See what it's like to work at GROWMARK: https://youtu.be/CSVMnKCySsY
PURPOSE AND SUMMARY STATEMENT
Responsible for knowing, understanding, testing and maintaining supported applications to provide knowledge and support to customers for these applications. Provides technical support and problem resolution to customers and assists with the System Administration of member and corporate information systems and infrastructure assigned to the unit.
ESSENTIAL JOB FUNCTIONS
Serves as mentor for training and leadership of Associate Support Analyst and new team members.
Maintains current knowledge and understanding of GROWMARK standard software, hardware, and related systems to assist customers in resolving problems and answer questions with minimal supervision. Assists and interprets customers problems and questions over the phone and in person and responds with solutions.
Interfaces directly with second and third tier support and development teams for the development and deployment of new hardware, applications, systems, and solutions, as well as for the updating of existing hardware, applications, systems, and solutions.
Provides basic process guidance for clients on how to utilize GROWMARK standard applications, software, and hardware.
Perform database queries and audits to verify system integrity and to identify problems as it relates to member/retail company application data or asset management databases.
Provides formal training on GROWMARK standard hardware and applications to both internal and external customers through group presentations and/or the user of remote teaching technologies.
Records and documents all support activities and processes through a ticketing system.
Assist with the testing and installation of new hardware, software, and application updates.
Assist with the maintenance of Knowledge Base items and keeping existing documentation up to date while also helping to provide new documentation for both internal and external consumption.
Installs and deploys hardware and software both on-site and off-site as necessary.
OTHER JOB FUNCTIONS
Prepares monthly status reports, project summaries, and technical recommendations.
Provides client training regarding use of GROWMARK standard hardware, software, and security practices, both on-site and off-site as needed.
Utilizes the IT Project Management tool and procedures for appropriate projects.
Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.
Performs all other duties as assigned.
Normally requires a bachelor’s degree in business, information technology, accounting, or the equivalent thereof, and 2 years or more of IT related work experience to demonstrate knowledge of information systems technologies and applications.
Requires at least 1 related and active certification from CompTIA, Microsoft, Cisco, HDI, or any applicable certification vendor.
Must be able to routinely carry an electronic communication device after business hours to respond to support calls.
Demonstrated planning, organization, analytical, diagnostic, and problem-solving skills and the ability to read and interpret technical material.
Understanding and experience with computer services-related areas including computer software application technical support, testing, integration, accounting principles and processes, database management, and training; policies and procedures, and compliance.
Demonstrates essential abilities including business knowledge, collaboration, communication, customer focus, decision making and skill development.
Must be able to obtain and maintain a technical certification from a vendor or certifying authority that is pertinent to the GROWMARK System.
Ability to lift boxes up to 50 pounds.
Ability to work other than normal business days and hours as support needs arise.
Must have a valid driver’s license and passport with the ability to work extended hours and travel independently overnight and potentially temporarily assigned to client locations.
Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training as it relates to the requirements of the position.
We are an equal opportunity employer, including protected veterans and qualified individuals with disabilities. Employment may be contingent upon receipt of an acceptable and job-related background check, drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.