IT Support Technician (Hiring Immediately)

Who We Are

Koppert Biological Systems is the worldwide market leader in integrated pest management and disease management. Koppert stands at the forefront of sustainable agriculture, having been founded in 1967 by visionary Dutch grower Jan Koppert. Our mission is to make agriculture healthier, safer, and more productive by partnering with nature. We achieve this through the use of natural enemies to combat pests, employing bumblebees for pollination, and leveraging microbials and bio stimulants to support, protect, and strengthen crops. With a clear vision of achieving 100% sustainable agriculture, we collaborate with growers, partners, universities, research institutions, and governmental bodies globally to meet the highest food safety demands while contributing to the better health of people and the planet.

Job Purpose

The IT Support Technician will provide first-line support for IT hardware, software, and systems for both on-site and remote employees. The IT Support Technician should possess a basic working knowledge of computer networking and troubleshooting.

They will work with the internal Global IT Helpdesk team to support 100+ users by providing maintenance to the computer desktop environment and production systems by analyzing requirements, resolving problems, and installing hardware and software solutions.

Primary Duties and Responsibilities

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receive and respond to calls, tickets, emails, and chat messages to provide first-line support for problems on all applications and hardware configurations.
• Configure and troubleshoot desktop PCs, laptops, and related software and peripherals for all new and existing employees on-site or remotely.
• Diagnose and resolve issues in a timely matter related to hardware malfunctions, passwords, printer configurations/errors/jams, software installations/configurations, remote connection, and wireless configuration/connectivity.
• Evaluate and properly escalate service requests that match suitable resources.
• Log all IT related incidents with the use of service management software (Freshdesk).
• Investigate, troubleshoot, document, and resolve hardware and software issues and help desk requests.
• Monitor and follow up on all outstanding issues to ensure proper and efficient resolution.
• Support the administration of the computer network and production systems and make repairs as necessary.
• Mobile device support and management, including setting up new phones and laptops using Microsoft Intune.
• Orient and train new employees on devices/equipment, tools, and IT procedures.
• Provide timely support for problems regarding critical events such as security breaches, viruses, and server and service outages for domestic Koppert offices.
• Document procedures and processes for internal use.
• Assist in special projects and perform any other related duties consistent with the scope and intent of the position.

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