IT Support Specialist

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ABOUT POET

At POET, it is our mission to be good stewards of the Earth by converting renewable resources to energy and other valuable goods as effectively as humanly possible. For over thirty years, our drive and passion to change the world has enabled us to become the largest producer and marketer of bioethanol and leader in bio-based products in the world.

JOB SUMMARY

Are you an IT and Customer Service Guru? Do you love helping others and enabling them to maximize efficiency? If you have a passion for challenging the status quo and always searching for a better way, then you sound like us! As an IT Support Specialist, you will have the opportunity to support our internal team members as well as external customers. Daily tasks include supporting in-house developed software and database applications, answering phone calls, responding to emails, testing new software releases, documenting issues and processes, and completing tickets in a timely manner. There is also an after-hours call rotation which is responsible for addressing any after-hours issues. If you are passionate about IT and delivering outstanding customer service, this may be the role for you!

This is an on-site role located in Wichita, KS and is not open to remote locations.

DURING A TYPICAL DAY

• Serve as the initial contact for internal team members and external customers for IT‐related issues, including a rotating after-hours on-call schedule.
• Address as many support requests as possible and forward secondary-level requests on to the appropriate technicians in a timely fashion.
• Handle concurrent support issues and quickly prioritize them based on their criticality and communicate effectively with the affected users if a conflict arises.
• Monitor outstanding help desk tickets to ensure issues are resolved and/or the originators have appropriate updates on the status.
• Identify ongoing challenges that may not rise to the level of being a fully-fledged issue, but collectively represent an opportunity to add value to the system and communicate them with the development team.
• Provide user level testing for the development teams.

REQUIREMENTS: WHAT YOU NEED TO BRING

• 2+ years professional experience in an IT Support or Customer Service role OR working toward/attained associate’s degree in relevant field.
• Basic knowledge of Microsoft’s Office Suite
• Familiarity with SQL Server Management Studio
• Familiarity and experience with Windows-based PCs and laptops.
• Ability to troubleshoot, install, and upgrade hardware and software, often remotely.
• Excellent organizational and time management skills as well as the ability to embrace change.
• Ability to work independently and contribute ideas to improve processes and systems.
• You are an enthusiastic learner, not afraid of taking on new things and challenging yourself. You are not afraid to ask questions, as you’re always looking to improve and help others. You are not averse to owning mistakes when they inevitably happen and asking for help when they do.

STRENGTHS OF A SUCCESSFUL CANDIDATE

• High level of personal integrity
• Excellent oral and written communication skills and attention to detail
• Willingness to learn and take notes to understand a complex, growing business
• Strong organizational skills
• Sense of urgency which drives results
• Interpersonal skills – ability to effectively interact with individuals at all levels within/outside the organization
• Demonstrated problem solving and critical thinking skills
• Ability to embrace and promote change
• Innovative mindset
• Ability to think objectively
• Self-awareness in the face of uncertainty
• Ability to work well in a team environment
• Enjoys helping people and exceeding expectations when given the opportunity.
• Comfortable providing remote support for off-site team members and customers.
• Willing and able to be on-call and be available for scheduled, after-hours maintenance events if needed.

POET CULTURE & DEVELOPMENT

• At POET we believe in developing our team members to their highest potential and recognizing contributions that add value to the organization. Each new team member’s position and compensation are carefully determined by considering their unique qualifications and skillset.
• Culture is king at POET. We’re all on the same team. We always communicate. And we park our egos at the door. These aren’t just slogans on our walls. It’s the way we do things at POET.
• We provide an environment for team members to maintain a healthy work-life balance. It’s the best way to optimize health, wellness, and productivity in a sustainable way.  
• We work hard. We play hard. We have frequent team events, volunteer efforts, and we know how to celebrate wins! 
• POET Biofuels is proud to be the 2023 Runner up of Wichita Business Journal's Best Places to Work Extra Large Company Category!
• We have an open work environment, with no offices fostering direct communication and collaboration.

Beyond our world-class culture, POET team members enjoy competitive pay and benefits including: 

• Attractive Relocation Assistance and Bonus Programs for qualifying positions and/or locations
• Competitive pay, including shift premium pay for qualifying positions
• Quarterly Profit-Sharing Bonuses, and Bi-Annual Incentive Bonuses
• Individual and family plans for health, dental, & vision insurance, including a generous employer Health Savings Account contribution
• Paid Parental Leave
• A multifaceted wellness program encompassing the whole person – mentally, physically, and spiritually
• Onsite fitness centers or fitness reimbursements
• 401K with company match
• Paid time off and paid holidays
• Tuition reimbursement
• Excellent work-life balance with a 'family-first' culture
• Safety and cold weather gear reimbursements
• Discounted home and auto insurance 

POET is an Equal Opportunity Employer (EOE). POET complies with all applicable federal, state and local laws regarding hiring and employment. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.