Service Desk Analyst I

About Us

Foremost Farms USA is one of the largest, leading dairy cooperatives in the United States and major dairy food and ingredients manufacturing business. We represent hundreds of Midwest dairy farmer members located in seven Midwest states, and we produce about 500 million pounds of cheese and 50 million pounds of butter in plants across our network every year. "We Bring Dairy to Life" in eight manufacturing plants across Wisconsin and Michigan and in our headquarters in Middleton (Madison), Wisconsin; and we’re looking for employees who are innovative and aim for excellence in our wide variety of production, field and business roles. Join us!

About This Opportunity

JOB TITLE: Service Desk Analyst I
POSITION TYPE: Full time
CLASSIFICATION: Non-Exempt

Position Overview

This position delivers professional customer support of technology services to Foremost Farms employees and stakeholders. As a member of the Service Desk team, delivers onsite and remote support and provides high quality technology experiences to the people they support. The position fulfills requests and resolves incidents ensuring that consistency and quality is maintained and that service targets are met in accordance with all company policies and procedures. The position is expected to work effectively as a member of the Service Desk team and its on-call rotation to provide service and support and proactively drive service improvements.

Key Accountabilities

IT Customer Support

• Provide prompt, professional IT customer support via all support channels including walkup, email, phone, and chat

• Promotes a professional Service Desk image

IT Incident and Request Management:

• Resolves incidents and fulfills requests according to SLAs

• Performs troubleshooting with customers

• Records and tracks incidents from onset to conclusion

• Identifies and classifies incident types and service interruptions

• Documents symptoms and resolutions

• Engages with other teams to resolve complex or unresolved incidents

• Uses experience to address customer issues

• Interrogates knowledgebases for potential solutions

IT Service Management and Continuous Improvement

• Follows ITSM processes for Change, Problem, and Knowledge management practices

• Apply, monitor and understand service standards

• Monitors service delivery channels and collects performance data.

• Assists with the specification, development, research and evaluation of services standards.

• Applies these standards to resolve or escalate issues and gives technical briefings to staff members.

User Provisioning and Onboarding

• Assists with new user IT training

• Provisions and deprovisions user accounts

• Fulfills access requests

Perform on-call responsibilities

• Follow schedule with other team members to be on-call 24/7

• Acts systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements

Other related duties as assigned.

Minimum Qualifications

• Associate degree in computer science, business or related field or equivalent.

• 1-3 years of job-related experience.

Preferred Qualifications

• Bachelor’s degree in computer science or business or related field.

Key competencies

• Facilitate trusting relationships through effective communication, follow through on commitments, resolving conflicts and recognizing the good work of others.

• Regularly challenge the status quo by identifying opportunities for improvement, challenging the current state, and understanding that change and growth are ongoing.

• Develop innovative solutions by bringing and supporting new ideas and thinking.

• Demonstrate agility and resilience with open mind, flexibility, and support of others in difficult situations.

• Communicate to share relevant information proactively and brings others along.

Physical Setting

• Job Setting: hybrid; remote and corporate office as needed. On-call rotation responsibilities.

Benefits:

At Foremost Farms, we believe that you and your family matter most. That’s why we’re proud to offer one of the most comprehensive and competitive benefits packages in the area — designed to support your health, financial security, and work-life balance.

• Medical, Dental, and Vision Insurance – Flexible coverage with options to meet the needs of you and your family
• 401(k) Retirement Plan – 100% company match on up to 8% of your contributions
• Generous Paid Time Off – Start with 200 hours of PTO (pro-rated for first year)
• 10 Paid Holidays – Enjoy time to rest and recharge
• Paid Parental Leave –6 weeks fully paid
• Health Savings Account (HSA) – when you elect the high-deductible health plan
• Flexible Spending Accounts (FSA) – Save for medical and dependent care expenses
• Life and Disability Insurance – Financial protection for you and your loved ones
• Daily Pay Option – Access your earnings when you need them
• Employee Assistance Program (EAP) – Free, confidential support for life’s challenges
• Referral Program – Earn rewards for bringing great people to our team
• Career Growth Opportunities – Advance your skills and your career with us

This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Foremost Farms USA is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason.

At Foremost Farms USA, we believe that employee diversity brings strength to our organization. We are committed to providing equal employment opportunity to all individuals regardless of their race, creed, color, religion, sex, age, national origin, disabilities, veteran status, marital status, sexual orientation, military status, genetic information, or any other characteristic protected by state or federal law.

Successful completion of pre-employment screening is required, which could include a drug test, background check, and other verifications or assessments to be sure you will be able to succeed in your position.