Service Desk Agent-1 (Government)

Job Description

Company Summary

Tired of looking at the same jobs in the high-tech industry?  Have you ever considered working in the wine, beer & spirits industry – well now is your chance!  Constellation Brands (NYSE: STZ and STZ.B), a Fortune 500® company, is a leading international producer and marketer of beer, wine, and spirits with operations in the U.S., Canada, Mexico, New Zealand, and Italy.

Constellation is the No. 3 beer company in the U.S. with high-end, iconic imported brands such as Corona Extra, Corona Light, Modelo Especial, Modelo Negra and Pacifico. The company's beer portfolio also includes Funky Buddha, one of the most awarded craft brewers in the U.S. In addition, Constellation is the world's leader in premium wine, selling great brands that people love, including Robert Mondavi, Kim Crawford, Meiomi and The Prisoner. The company's premium spirits brands include SVEDKA Vodka, Casa Noble Tequila, and High West Whiskey.  We express our company vision: to build brands worth reaching for, and to learn more, visit https://companyprofile.cbrands.com/.

Constellation Brands has a flexible work environment that may include the ability to work remotely.  The frequency of remote work is dependent on position and management approval.

Position Summary

The Service Desk technical role is the first point of contact for customers seeking technical assistance within our company.  This person is responsible for providing day-to-day remote or on-site problem resolution support for IT hardware, software, business systems, networking products, access for internal and external partners and other services.  This includes engaging with users via the phone, chat or user-facing portal to analyze, diagnose and resolve inquiries and to provide remote support to assist with installation, maintenance and repair services.

We are looking for high energy, customer focused individuals who can provide fast and reliable technical assistance on computer systems.  An excellent candidate will have solid technical experience and is able to communicate effectively with end users regardless of their technical skill level.

Responsibilities

• Analyze, troubleshoot and resolve computing hardware, software, connectivity, networking and account management inquiries
• Perform remote installation, maintenance and repair services
• Respond to inquiries in a courteous, professional and high-quality manner
• Use ServiceNow ticketing system to retrieve, track, document, communicate to clients and resolve (close) service calls
• Drive and/or participate in process improvement initiatives
• Adhere to team expectations and CBI Values
• Adhere to standard operating processes and procedures
• Required to work after hours on call shifts on a rotating basis

Qualifications

• High level understanding of IT organizations and technical team structures
• Must have technical understanding of PC and MAC iOS operating systems, hardware, printers and peripherals
• Ability to diagnose complex technical issues while working with customers over the phone or chat
• Knowledge of Active Directory administration, Office 365, Sharepoint, Azure AD
• Knowledge of SCCM, inTune, JAMF
• Exceptional customer service skills
• Must have excellent quantitative and analytical skills
• Ability to effectively prioritize and execute tasks in a high-pressure, fast paced environment
• Ability to deliver clear communications to end users
• Exceptional written and oral communication skills
• Demonstrated ability to develop positive working relationships with all levels of an organization
• Strong documentation skills
• Strong teamwork/collaboration
• Dual language speaker is useful but not mandatory: English and Spanish

Core Competencies

• Exceptional verbal and written communication skills
• Initiatives driven and results oriented
• Professional and emotional maturity
• Building productive working relationships
• Provide attention to detail and quality
• Acute decision making and analytical skills
• Innovation and creativity
• Ability to research, apply and present new solutions
• Ability to understand incident/task risk analysis
• Ability to be flexible and agile as business need dictate

Education / Experience

• College diploma or university degree in the field of computer science, information sciences, or related field and/or 3 - 5 years equivalent work experience
• Experience working in a team-oriented, collaborative environment
• Desired certifications:
  • Microsoft MCP Windows Desktop Systems.
  • Microsoft Certification (MCDST, MCSA, or MCSE).
  • Comp TIA A+ Essentials and Comp TIA A+ advanced (IT Technician or Remote Support Technician)

Workplace Environment

• Ability to work extended hours as needed
• Occasional lifting up to 25 lbs
• Sitting, working at desk/personal computer for extended periods of time
• Primary work environment is a professional office, but may also work in a production environment
• Working on-site is necessary for this position and some local driving may be required to support clients
• Onsite management of physical hardware as needed

Location

Canandaigua, New York

Additional Locations

Rochester, New York

Job Type

Full time

Job Area

Information Technology

Equal Opportunity

Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national origin or citizenship, ancestry, physical or mental disability, medical condition (cancer or genetic characteristics), marital status, gender (including gender identity or gender expression), familial status, military or veteran status, genetic information, pregnancy, childbirth, breastfeeding, or related conditions (or any other group or category within the framework of the applicable discrimination laws and regulations).