Job Description

Our IT Support Technician II plays a key role in delivering outstanding customer service and technical support to team members and enterprise projects—all in a fast-paced, high-energy environment where every day brings new opportunities to make a difference.

The duties and responsibilities of this position shall consist of, but not be limited to, the following:

• Conduct Level 1 and Level 2 technical analysis to diagnose and resolve issues across a diverse end-user base, ensuring timely and effective problem resolution.
• Manage incidents through enterprise helpdesk systems, ensuring accurate logging, tracking, and resolution of service requests.
• Provide responsive support to users via email, phone, and in-person interactions, maintaining a high standard of customer service.
• Build, configure, and validate standard system images for PCs, laptops, handheld devices, and associated peripherals.
• Install, configure, and troubleshoot hardware and software across user devices, ensuring optimal performance and reliability.
• Maintain detailed records of assigned tasks within the enterprise ticketing system, adhering to established Problem and Service Level Agreements (SLAs), and escalating issues when necessary.
• Support Windows operating systems and Microsoft 365 applications, including print management systems, across user environments.
• Facilitate IT onboarding for new team members, ensuring all required systems and access are properly provisioned.
• Support the IT devices that enable plant technology to run
• Provide technical support for IT devices that enable plant operations and manufacturing technologies.
• Participate in an on-call rotation to provide after-hours and weekend support for JLBJ staff as needed.
• Collaborate with Infrastructure Engineering teams to assist in the deployment and implementation of hardware and software solutions.
• Performs other duties and responsibilities as necessary.

Notice: This position requires periodic presence on the production floor of a USDA-regulated facility. All personnel must adhere to USDA and company safety standards — no jewelry or piercings, no holes or sleeveless garments, no open shoes, and no nail polish or artificial nails.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE

Required Education:

• High School diploma or equivalent

Required Experience:

• 2+ years of hands-on experience in desktop support, providing technical assistance across diverse environments.
• 2+ years of experience supporting Windows-based endpoints, including laptops and desktops.
• 1+ year of experience working with Linux operating systems.
• Strong customer service orientation with a commitment to user satisfaction.
• Proven ability to troubleshoot and resolve complex technical issues efficiently.
• Skilled in collaborating within cross-functional teams to achieve shared goals.
• Capable of translating technical concepts into clear, understandable language for non-technical audiences.
• Proficient in interpreting and applying information from technical manuals and procedural documentation.
• Excellent interpersonal and relationship-building skills.
• Strong written and verbal communication abilities.
• Self-driven and detail-oriented, with a proactive approach to problem-solving.
• Up-to-date knowledge of current industry trends and emerging technologies.
• Possesses a valid driver’s license and meets insurability requirements.
• Willing and able to travel to other plant locations as needed.

Preferred:

• 2-year technical degree in computer science field

REQUIRED SKILLS, KNOWLEDGE AND ABILITIES

• Exceptional verbal and written communication skills, with the ability to collaborate effectively across all levels of management and team members.
• Demonstrated leadership capabilities, strong problem-solving acumen, and the ability to deliver compelling presentations while motivating team members.
• Proficient in navigating the internet and using Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

Additional Information

The hourly rate for this role is $26.00 - $33.00 (hourly). Actual rates will vary based on several factors, including but not limited to external market data, internal equity, location, and candidate skill set and experience. Base pay is just one component of Jack Link’s Total Rewards package for Team Members. Other rewards may include annual incentive and program-specific awards. Jack Link’s provides a variety of benefits to eligible Team Members, including medical, dental and vision benefits, life and disability insurance, 401k participation, paid holidays, and paid time off.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:
Jack Link’s provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic that is protected by federal, state or local law.

E-VERIFY:
Jack Link’s is participant in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For information about the E-Verify program, please visit: http://www.uscis.gov/e-verify/employees

All your information will be kept confidential according to EEO guidelines.