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IT Help Desk Support - Tier I

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

Job Description

Job Title:               IT Help Desk Support – Tier I

Job Location:       Store Support Headquarters, Mattoon, IL    

Reports to:           IT Call Center Manager

FLSA Status:         Hourly Non-Exempt

                                                                                                                                     

JOB SUMMARY

The purpose of the IT Help Desk Support team is to provide top notch support to all internal Rural King associates while aiming to achieve a one call resolution.  

                                                                                   

JOB DUTIES AND ESSENTIAL FUNCTIONS:

  • 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.
  • 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.

 QUALIFICATIONS

  • 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

 SUPERVISORY RESPONSIBILITIES:

  • None

 PHYSICAL REQUIREMENT

  • Ability to communicate effectively to all audiences
  • Good visual acuity
  • Close vision for computer work
  • Repetitive wrist movements on keyboard
  • Ability to sit/stand/walk for long periods of time
  • Ability to walk up and down stairs multiple times per day