Company: Wells Enterprises (a Ferrero Company) Functional Area: IT The Role Responsible for supporting hardware and software on IT computer related devices for Wells Enterprises employees. Under general supervision, perform analysis and assists in a variety of service desk activities. Equipment supported includes, but is not limited to, PCs, tablets, mobile phones, plant vehicle and handheld equipment, and printers. What You’ll Do • Provide support to end users via multiple methods such as telephone, email, or in person for incident resolution; guide end users through troubleshooting procedures; develop troubleshooting documents for the service desk; provide technical assistance in setup, installation and configuration of hardware and software. • Resolve more complex incidents which require detailed systems and applications knowledge. • Performs upgrades to hardware and software. Deploy new hardware and software in compliance with internal controls, policies and standards. • Resolve incidents escalated from level 1. Recognize and escalate more difficult incidents to Level 3 or 4 support. #LI-MG1 #IND123 What You’ll Bring • Associates Degree with an emphasis in computers or equivalent experience. Certification by recognized industry leading firms is advised. • 2 or more years of computer repair, hardware and software troubleshooting experience. • Knowledge - Requires advanced knowledge of PC hardware, software applications, operating systems and network connectivity. • Skills - Effective communication/interpersonal skills, with a focus on rapport-building, listening and questioning skills. Clear and thorough documentation skills. Strong analytical skills and attention to detail. • Abilities - Must be customer service oriented and proactive in resolving incidents while maximizing use of computing resources. Wells Enterprises is an EEO/AA employer M/F/Vet/Dis