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IT Help Desk Support - Tier 1

Store Support (Corporate Office) | Mattoon, IL Corporate Office | Full Time

Job Description

Job Description

Job Title:       IT Help Desk Support – Tier I

Department:  IT Support    

Reports to:    IT Internal Call Center Manager

Job Location:  Mattoon, IL

FLSA Status:  Hourly Non-Exempt, Full-Time



  • Serves as Front Line Call Support for our Help Desk Support – Tier I
  • Provide call support for internal customers
  • Provide excellent client service while troubleshooting client issues via phone, remote tools and e-mail on Windows networked Enterprise desktop environment.
  • Manage user account data in Active Directory, Exchange, and several lines of business applications.
  • Escalate, coordinate, and collaborate support issues with multiple teams as necessary.
  • Responsible for the shipping / receiving of materials and equipment.
  • Provide follow-up status to clients according to support policies and procedures.
  • Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
  • Successfully handle calls from difficult clients.
  • Logs all help desk calls or email requests into the Incident Management System and updates incident profiles.
  • Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
  • Works closely with team and management to ensure that quality of support service and service level requirements are met for exceptional end-user community support.



  • Basic Computer Skills
  • Eagle Software Experience a plus
  • Proficient Knowledge of Windows 7 and Windows 10
  • PC Peripheral knowledge and diagnostic
  • Laser printer troubleshooting
  • Knowledge of Microsoft Office Suite (Outlook, Excel, Word, etc.)
  • Customer Service Experience
  • Must be able to speak clearly and calmly
  • Must be able to work holidays/weekends as needed 
  • Must be able to work within a team environment and independent as needed


  • None


  • Sitting for extended periods of time
  • Repetitious hand movements, Typing/Keystroke dexterity
  • Adept at handling stressful circumstances