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Analyst, Support

GROWMARK is a regional cooperative with annual sales of $8.5 billion providing agronomy, energy, facility planning, and logistics products and services, as well as grain marketing and risk management services in more than 40 states and Ontario, Canada. GROWMARK is ranked fourth on the NCB Co-op 100 listing of the nation’s 100 highest revenue-earning cooperative businesses.  GROWMARK owns the FS trademark, which is used by affiliated member cooperatives. GROWMARK is large enough to offer solid career opportunities, but small enough to provide a family-oriented, welcoming environment and great benefits.

See what it's like to work at GROWMARK:  https://youtu.be/CSVMnKCySsY

 

 

PURPOSE AND SUMMARY STATEMENT

 

Responsible for knowing, understanding, testing and maintaining supported applications to provide knowledge and support to customers for these applications. Provides technical support and problem resolution to customers and assists with the administration of member, retail, and corporate information systems and infrastructure.

 

ESSENTIAL JOB FUNCTIONS

 

Serves as mentor for training and leadership of Associate Support Analyst and new team members.

 

Maintains current knowledge and understanding of GROWMARK standard software, hardware, and related systems to assist customers in resolving problems and answer questions with minimal supervision.

 

Assists and interprets customers problems and questions over the phone and in person and responds with solutions.

 

Interfaces directly with third tier support and development teams for the development and deployment of new hardware, applications, systems, and solutions, as well as for the updating of existing hardware, applications, systems, and solutions.

 

Provides basic process and/or accounting guidance for clients on how to utilize GROWMARK standard applications, software, and hardware.

 

Perform database queries and audits to verify system integrity and to identify problems as it relates to member/retail company application data or asset management databases.

 

Provides formal training on GROWMARK standard hardware and applications to both internal and external customers through group presentations and/or the use of remote teaching technologies.

 

Records and documents all support activities and processes through a ticketing system.

 

Responsible for and/or assist with the testing and installation of new hardware, software, and application updates.

 

Responsible for and/or assist with the maintenance of Knowledge Base items and keeping existing documentation up to date while also helping to provide new documentation for both internal and external consumption.

 

Installs and deploys hardware and software both on-site and off-site as necessary.

 

OTHER JOB FUNCTIONS

 

Prepares monthly status reports, project summaries, and technical recommendations.

 

Provides client training regarding use of GROWMARK standard hardware, software, and security practices, both on-site and off-site as needed.

 

Utilizes the IT Project Management tool and procedures for appropriate projects.

 

Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.

 

Performs all other duties as assigned.

 

REQUIREMENTS

 

Normally requires a bachelor’s degree in business, information technology, accounting, or the equivalent thereof, and 2 years or more of IT related work experience to demonstrate knowledge of information systems technologies and applications.

 

Requires at least 1 related and active certification from CompTIA, Microsoft, Cisco, HDI, or any applicable certification vendor.

 

Must be able to carry an electronic communication device after business hours and on weekends to respond to support calls.

 

Demonstrated planning, organization, analytical, diagnostic, and problem-solving skills and the ability to read and interpret technical material.

 

Understanding and experience with computer services-related areas including computer software application technical support, testing, integration, accounting principles and processes, database management, and training; policies and procedures, and compliance.

 

Demonstrates essential abilities including business knowledge, collaboration, communication, customer focus, decision making and skill development.

 

Must have and maintain a valid driver’s license and satisfactory driving record.

 

Must be able to obtain and maintain a technical certification from a vendor or certifying authority that is pertinent to the GROWMARK System.

 

Ability to frequently disassemble computer systems up to 50 pounds, box them in cartons for shipping, transport them to a vehicle, remove them from the vehicle, unpack them and re-assemble them.

 

Ability to work other than normal business days and hours as support needs arise.

 

Ability to travel independently and overnight and be assigned temporarily to client locations, technical conferences, training, etc.

 

Must obtain and maintain a Passport for support of international operations.

 

Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training as it relates to the requirements of the position. 

We are an equal opportunity employer, including protected veterans and qualified individuals with disabilities. Employment may be contingent upon receipt of an acceptable and job-related background check, drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.