Senior Support Technician

Amy's Kitchen, Inc. is the nation's leading natural food brand offering over 170 frozen meals, canned soups and jarred sauces and salsas. We are a family business committed to producing truly delicious, easily prepared vegetarian meals made for health-conscious people. We use only natural and organic ingredients and prepare our products with the same careful attention in our kitchen as you would in your home.

Position Overview:

We currently have 2 positions available, one based in Petaluma and a floater position that will travel between Petaluma and Santa Rosa on a regular basis.

• Provides first and second tier helpdesk support of Amy's Kitchen's information technology systems and of the people that use them.
• Works under the guidance of System Administrators, Helpdesk Manager, and the Network Systems Manager to install, maintain and troubleshoot workstations, printers, desktop software and other systems.
• Trains end-users in basic operation of systems.
• Helps maintain procedural documentation and training materials.
• Performs other administration and support duties as required.

Responsibilities:

• Provides on-call first and second tier helpdesk support to user-base, in-person and via phone. Troubleshoots and resolves issues with the use of desktop software and hardware, printers, telephones/voice systems and other related equipment. Configures and installs new desktop hardware, software, printers, and other equipment as directed by Helpdesk Manager, Network Systems Manager or System Administrators. Assists System Administrators in troubleshooting system level issues.
• Assists System Administrators and Network Systems Manager in defining the standard desktop software suite.
• Makes extensive use of ticket-tracking software for documenting work on issues and assignments. Escalates issues to next-tier support as appropriate.
• Trains non-technical personnel in utilizing IT resources. Maintains written instructional materials. Provides needs-based training to ensure that people are using our computer systems comfortably and effectively.
• Advises Network Systems Manager on current issues and challenges encountered, and makes recommendations for resolutions. Seeks guidance from Network Systems Manager or System Administrators as appropriate.
• Maintains procedure manuals for all aspects of job duties. Documents administration history of hardware and software systems according to department policy. Follows relevant documented procedures and policies during the course of performing all duties.
• Depending on requirements of the tasks at hand, works both independently and jointly with other staff to accomplish duties assigned.
• Keeps informed on present and new technologies and related issues via various channels such as trade publications, peer groups, mailing lists, etc.

Qualifications:

• Candidate must be a self-starter with the ability to work effectively and efficiently under limited direct supervision. Prior work in a manufacturing environment is a plus. The candidate must possess basic knowledge of workstation class computer hardware and software.
• Knowledge of Microsoft Windows system file locations, registry contents, and driver configuration. Familiarity with Oracle EBS a plus. Ability to assemble and troubleshoot workstation class hardware at the component level.
• Must be able to communicate effectively, both verbally and in writing, and have the ability to independently research specific problems.
• A mechanical aptitude is required, as is a strong customer-focused attitude with exceptional people skills. Some familiarity with Macintosh, Linux systems or other Open Source software a plus. Basic understanding of TCP/IP and client / server interaction and troubleshooting.
• Regular attendance and punctuality required.
• Bilingual speaking skills and English/Spanish a plus

Education and/or Experience:

• Formal training in desktop computer hardware and software, or 2 years comparable experience.

Travel:

• This position does require travel. The successful candidate should expect to spend approximately 30% of the time traveling between local work sites. Several times per year, the candidate should expect to travel out of state for single or multiple night stays. There may be some opportunity for international travel.

To Apply:

Please fill out an application on our website and send it to us by email.