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Technology Support Representative

Location: Castle Rock, CO

The Technology Support Representative provides technical assistance for computer hardware and software to all WFCF employees by setting up new hires, identifying user problems, researching answers, guiding user through corrective steps, recommending documentation updates, collaborating with vendors, assisting with projects, and managing user accounts.

 

Roles and Responsibilities:

  • Manage cloud-based programs and day-to-day software assistance including new hire setup and support 

  • Collaborate with vendors all new computer equipment, telephone, fax, and all hardware systems purchased or leased and manage hardware inventory

  • Setup new hire software and hardware and manage incoming and outgoing shipment requirements

  • Determine source of user problem by interviewing user on the telephone or in-person, reviewing procedures and actions taken by user, and instructing user to perform diagnostic procedures

  • Teach user by answering questions, interpreting operating instructions, and providing references

  • Resolve user problems by issuing corrective instructions and consulting with internal resources and/or vendors

  • Improve software programs by summarizing user problems and recommending solutions

  • Improve operating references by recommending revisions

  • Protect Where Food Comes From, Inc.’s values by keeping information confidential in accordance with the Confidentiality Agreement/ Non-Solicitation and Code of Conduct & Ethics Policy

  • Improve internal support job knowledge by attending training sessions and reading technical publications

  • Assist with new technology projects and support research and troubleshooting

  • Conduct tests and inspections of products, services, or processes to evaluate quality or performance

  • Other duties as assigned

 

Required Skills & Experience:

  • 1-2 years’ experience with ticketing systems, help desk support, and managing Windows operating systems

  • High school diploma or GED

  • Proficient in using Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint)

  • Ability to identify complex problems and reviewing related information to develop and evaluate options and implement solutions

  • Ability to communicate clearly verbally and in writing with employees and vendors

  • Strong interpersonal skills and the ability to work effectively with a wide range of constituencies

  • Maintains alignment with Where Food Comes From, Inc. ‘s Mission, Purpose, and Values

  • Flexibility, focus and resilience in the face of high workload and competing demands

  • Experience and proven ability to organize, track and follow up on multiple projects

  • Maintain confidentiality

 

Additional Preferred Qualifications:

  • College Degree, Computer Science or related technical discipline

  • Experience in agriculture or agri-food systems

  • Experience with managing Mac operating systems

  • We understand that each candidate has a unique background and experience. The following qualifications are not required but can strengthen the candidacy for applicants. Experience with

    • Microsoft Teams

    • Dropbox

Supervises:

Non currently

Physical Requirements:

  • Able to lift and carry up to 50 pounds.

  • Able to use standard computer keyboard on a frequent basis.

  • Able to walk up and down stairs and to sit for up to 8 hours.

Working Conditions:

  • Castle Rock, CO office

  • Additionally, due to the nature of the information handled within this position, confidentiality and avoiding conflict of interest is required. We are a company that encourages self-starters and we reward highly motivated employees. There is opportunity for growth within this position for the individual who consistently excels in their performance. 

Working Conditions:

  • Castle Rock, CO office

  • Additionally, due to the nature of the information handled within this position, confidentiality and avoiding conflict of interest is required. We are a company that encourages self-starters and we reward highly motivated employees. There is opportunity for growth within this position for the individual who consistently excels in their performance. 

 

 

Equal Employment Opportunity: 

Where Food Comes From, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.   This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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