This position is based in Monett, MO at our corporate office. There is no remote option.

Summary

IT Support Specialist – Help desk provides a hands-on customer support focused on desktop, mobile, and manufacturing operational technology and devices. The role is instrumental in maintaining day-to-day technology reliability, ensuring fast response and resolution of IT issues, and delivering excellent user support experience across the organization. This role requires a highly responsive individual capable of supporting both office and operational environments, with experience working alongside a Managed Service Provider (MSP).

Essential Duties / Responsibilities

Respond to customer inquiries via phone, email, chat, or in person.
Diagnose and resolve a wide range of technical issues.
Escalate complex or unresolved issues to higher‑level support teams as appropriate.
Ensure high levels of customer satisfaction through timely, accurate assistance.
Provide feedback, guidance, and basic training to end users when needed.
Participate in occasional after‑hours support as required.
Deliver front‑line technical support for PCs, mobile devices, barcode scanners, desktop and label printers, and related peripherals.
Respond to and resolve support tickets in alignment with established service level agreements (SLAs).

Knowledge / Skills and Abilities

Strong troubleshooting and problem‑solving skills.
Excellent verbal and written communication skills.
Ability to multitask and prioritize in a fast‑paced environment.
Ability to create accurate, complete, and clearly documented incident tickets.
Ability to collaborate and communicate effectively with subject matter experts.
Strong working knowledge of Windows 11, Microsoft 365, remote support tools (SD Remote or similar), and virtualized environments.
Strong working knowledge of Active Directory, DNS, DHCP, and file system permissions.

Education / Experience

Minimum 3 years of IT support experience with a strong end‑user customer focus.
CompTIA A+ certification is highly preferred.
Experience working for a managed services organization (MSP) preferred.
Knowledge of the ITIL framework preferred.
Experience utilizing the Microsoft 365 Admin Center preferred.
Ability to travel; minimum of 3–4 cross‑country trips per year required.

Core Values

It may be an understatement to say that we work every day to uphold our company’s core values. Because being a servant leader, committed to relationships, pioneering, results driven and tenacious are not just ideals we work towards. We live them. We breathe them. These values are the true essence of how we work and are in every product, service, and opportunity we offer.

Servant Leader to All – Humbly listening to and serving our employees, customer, and suppliers
Committed to Relationships – Caring about the long-term well-being of our employees, customers, and suppliers
Pioneering – Using our industry knowledge and entrepreneurial spirit to connect our stakeholders to innovative solutions
Results-Driven – Having an intense desire to go beyond what is expected
Tenacious – Persevering in all that we do

Equal Opportunity Employer
Protein for Pets OPCO, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.