IT Technician

Title: Service Desk Technician 

Reports to: Service Desk Lead

Based at:  Mucci International Marketing Inc., Kingsville, ON

Revised:  May 12, 2025

Type of Employment:  Full-Time, permanent, 5-days a week; and additional hours on weekends and off shifts depending on workload and business needs.

About Mucci Farms

 Mucci Farms is a leader in the Controlled Environment Agriculture (CEA) industry, specializing in greenhouse-grown produce with a strong commitment to sustainability, innovation, and quality. Mucci Farms is an industry leader with greenhouses in two countries, equipped with world-class technology and a dedicated team of over Our humble beginnings started over 60 years ago when two brothers from Italy immigrated to Canada with a passion to grow fresh, flavourful, fruits and vegetables.

Job Description: 
 
As a Service Desk Technician at Mucci Farms, your primary role involves being the first point of contact for internal customers, providing technical assistance for tickets issued on all I.T. related issues. Success in this position is measured by achieving quick turnaround time on tickets and dealing with all levels of the organization in a friendly and professional manner. Join us in enhancing our IT systems to support and exceed organizational goals.

Job Responsibilities and Accountabilities:

• Serve as the first point of contact for end users and provide technical assistance for incoming queries and issues related to computer systems, software, and hardware
• Troubleshoot to determine the best solution based on the issue and details provided by the end user
• Guide end users through problem-solving process
• Install, modify, and repair computer hardware and software
• Escalate unresolved issues to the next level of support personnel when necessary
• Follow up with end users to ensure their issue has been resolved
• Gain feedback from end users about computer usage
• Document issues and ensure all solutions are logged and organized appropriately
• Provide accurate information on IT products or services
• Identify and suggest possible improvements on procedures
• Develop training manuals and SOP's
• Provide effective and efficient customer service while training end users

Knowledge, Skills and Abilities:

• College Diploma/University Degree in related field
• Minimum 1-2 years' experience in an IT setting
• Experience in a Help Desk setting considered an asset
• CompTIA A+/Network+ considered an asset
• Organizational, verbal and written communication skills a must
• Ability to work independently and with minimal supervision
• Attention to detail and ability to multi-task is a must

Physical Abilities: 

• Must be able to sit, stand, and/or walk for extended periods of time
• Must be able to bend, stretch, twist, or reach with body, arms, and/or legs
• Must be able to lift material regularly up to 14 kg / 30 lbs; and occasionally up to 23 kg / 50lbs
• Must be able to climb stairs and stand on feet for an extended period of time
• Must be able to work in a temperature-controlled environment of approximately 13 ˚C / 55 ˚F

Job Requirements: The incumbent will be committed to customer service excellence and leading by example. A positive attitude in the workplace is required as is the ability to adhere to all human resources, operational and food and health safety policies and procedures. 

Note: This description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Responsibilities, tasks, and duties of the jobholder might differ from those outlined and other duties may be assigned. 

Mucci welcomes and encourages applications with disabilities to apply. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require a specific accommodation due to a disability or documented medical need, please contact the Human Resource Department so that arrangements can be made for the appropriate accommodation. Mucci is achieving a culture and work environment that is supportive of employees with disabilities and promotes dignity, independence, integration, and equal opportunity.

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