L2 Application Support Technician (Overnight Shift 9pm-6am MST)

L2 Application Support Technician

This will be an overnight shift: 9:00pm MST-6:00am MST

About Us

Welcome to Ardent Mills, a company dedicated to helping our customers innovate and grow, with the industry's broadest range of traditional and organic flours, whole grains, customized blends, and specialty products. Our ingredients are backed by unrivaled technical support, food safety solutions, and the supply assurance of a coast-to-coast network of more than 40 community mills and blending facilities, an artisan commercial bakery, and a Mobile Innovation Center. 

Technology drives our ability to be industry leaders developing the next generation of user centered solutions that are changing the way our people connect, explore, and interact with information and our customers.  Members of our tech-savvy, solutions focused and talented Application Support team, work with every role of our business to provide the technology used to nourish millions of people.  We are passionate about our people and passionate about our mission and values. 

About the Role

As a part of our Application Support Team, you will be responsible for production support, small enhancements, incident management, and problem management for our enterprise and in-house applications.  The principal goal of the team is to provide excellent support by troubleshooting issues, implementing solutions, and providing technical guidance to end-users. This will involve direct interaction with end-users responding to tickets and requests that come through our Help Desk Team. 

The Application Team works closely with product owners and developers to gain a deeper understanding how to support our in-house applications.  They support product improvement by handling product requests and perform research of product issues to help identify solutions to product problems and prioritization of issue resolution.

Your Day to Day

• Act as level 2 application support for requests and issues from our facilities and offices.
• Respond to incoming tickets and accurately identify, diagnose, prioritize, resolve the tickets within established SLA standards following established processes. 
• Monitor and troubleshoot in-house custom applications, system integrations, and data quality using monitoring tools, including Azure Alerts, Azure Monitor, Azure App Insights, and Azure Data Factory
• Participate in an after-hours support rotation to provide support to end-users.
• Perform escalations to vendors or internal departments when necessary and work with the other party to resolve the issue to the end user’s satisfaction.
• Collaborate with software engineering, product owners, vendor support teams and our helpdesk for all support related activities. 
• Support projects for software upgrades and new deployments.
• Create and maintain documentation for standard Technical Support policies, procedures, and practices.  Develop how-to documentation, training material, and FAQs for Ardent Mills’ team members (end users).
• Work effectively in a team environment to promptly provide support to our users and with a positive customer service attitude.
• Has deep understanding of application dependencies.  

Essential Skills and Experience

• 1+ years’ experience in Information Technology and technical support
• Experience with ITSM tools and processes (i.e. ServiceNow and Azure DevOps)
• Experience with alert monitoring and system troubleshooting (i.e. Azure Alerts, Azure Monitor, Azure App Insights, Azure Data Factory, etc.)
• Experience with RESTful API integration and JSON/XML data formats
• Experience providing excellent customer service
• Experience troubleshooting software issues by reviewing code
• Be tech-savvy and able to learn new software quickly
• Exhibit a strong work ethic and responsible behavior and must always maintain the confidentiality of information.
• Excellent interpersonal skills with both technical and non-technical personnel.
• Analytical and problem-solving skills
• Strong organizational skills and ability to prioritize work to meet deadlines.

Good to Have

• 2+ years’ experience in Information Technology and technical support
• Experience with SQL/T-SQL (Structured Query Language), including executing queries and analyzing results (i.e. SQL Server Management Studio)
• Experience with Microsoft Azure
• Experience with Angular, .NET Core, Python, and KQL 
• Experience with Microsoft Dynamics / D365
• Experience supporting or leading projects
• Experience supporting Enterprise level applications
• Experience in application lifecycle management
• Experience as a DevOps Engineer, Software Engineer, or similar role
• Knowledge of ITIL Processes

Other Considerations:

• This position can be fully remote or in an office location.
• Limited travel as needed to support business
• Occasional irregular hours, including evening and weekend work.

Ardent Mills is an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

The preceding position description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this position.  It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees in this position. The description, duties, functions, and responsibilities are subject to change at the discretion of Ardent Mills.

Location:

Remote US

Address:

126 Remote, Denver CO, 80202

Additional Locations (if applicable):

Employment Type:

Full time

Additional Information:

COMPETITIVE COMPENSATION:

We provide market-driven base pay, based on skills, abilities, and level of experiences. Our salary ranges are broad, and individual salary will be market competitive based on a candidate’s unique set of skills and level of experience. The starting range for this position is $64,900.00 - $86,533.70, with additional earning potential possible commensurate with experience. Additionally, we believe that our team members are the reason for our success and all team members are incentive eligible with a target based on contribution, company performance, and individual results achieved. While the specific bonus plan and target amount will be determined based on the role and breadth of contributions, the targeted bonus plan and targeted percentage amount for this role is Bonus - MIP, 5% Annual.

BENEFITS:

At Ardent Mills we offer a wide range of benefits to our team members and their eligible family members. Some of our great benefit programs you may be eligible for include: • Medical, Dental and Vision Coverage• Health and Dependent Savings Accounts • Life and Disability Programs • Voluntary Benefit Programs • Company Sponsored Wellness Programs • Retirement Savings with Company Match • Team Member and Family Assistance Program (EAP) • Paid Time Off and Paid Holidays • Employee Recognition Program with Rewards (RAVE).

APPLICATION DEADLINE:

12/10/2024

EEO Commitment:

At Ardent Mills, everyone matters and everyone has a voice. We are committed to providing an environment of mutual respect where equal opportunities are available to all applicants and team members and the decisions will be based on merit, competence, performance, and business needs. We are proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, genetic information, veteran status, age, political affiliation, or any other non-merit characteristic protected by law or not. Together, celebrating our differences, we make Ardent Mills. The preceding position description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees in this position. The description, duties, functions, and responsibilities are subject to change at the discretion of Ardent Mills.

En Ardent Mills, todos importan y todos tienen voz. Estamos comprometidos a brindar un ambiente de respeto mutuo donde haya igualdad de oportunidades disponibles para todos los solicitantes y miembros del equipo y las decisiones se basarán en el mérito, la competencia, el desempeño y las necesidades comerciales. Estamos orgullosos de ser un empleador que ofrece igualdad de oportunidades. No discriminamos por motivos de raza, color, religión, credo, origen nacional, ascendencia, estado civil, sexo, orientación sexual, identidad o expresión de género, discapacidad física o mental, embarazo, información genética, condición de veterano, edad, política. afiliación, o cualquier otra característica no meritoria protegida por ley o no. Juntos, celebrando nuestras diferencias, formamos Ardent Mills. La descripción del puesto anterior ha sido diseñada para indicar la naturaleza general y los deberes y responsabilidades esenciales del trabajo realizado por los empleados dentro de este puesto. Es posible que no contenga un inventario completo de todos los deberes, responsabilidades y calificaciones requeridas de los empleados en este puesto. La descripción, los deberes, las funciones y las responsabilidades están sujetos a cambios a discreción de Ardent Mills.