IT Help Desk Support Tier I

Rural King Supply relies on a capable IT help desk to keep store operations running smoothly. This entry-level IT Help Desk Support Tier I role in Mattoon, IL handles frontline hardware and software support for Rural King associates within a Windows networked environment, with an hourly rate in the range of $15 to $16 and a requirement of at least one year of basic computer experience. The position focuses on diagnosing issues, answering questions, and guiding end users through common technical challenges.

Responsibilities

• Serve as the frontline point of contact for internal customers within the Help Desk Support Tier I team.
• Provide excellent customer service while troubleshooting client issues via phone, remote tools, and email in a Windows enterprise desktop environment.
• Manage user accounts data in Active Directory, Exchange, and several lines of business applications.
• Escalate, coordinate, and collaborate on support issues with multiple teams as necessary.
• Provide follow-up status to clients in accordance with support policies and procedures.
• Identify trends in support calls and develop documentation for frequently reported problems.
• Notify management of increasing trends, unusual activity, or repeated activity.
• Effectively handle calls from difficult clients.
• Log all help desk calls or email requests into the Incident Management System and maintain incident profiles.
• Keep peers and End Users informed of trends, significant problems, delays, and any environment updates.
• Collaborate with the team and management to ensure quality of support and achievement of service level requirements for end-user support.
• May be required to cross-train and perform additional duties as needed.

Requirements

• At least 1 year of basic computer experience or an equivalent combination of experience and education.
• Oracle software experience is a plus.
• PC peripheral knowledge and diagnostic skills, including laser printer troubleshooting.
• Working knowledge of Microsoft Office Suite.
• Ability to navigate computer systems and software to assist customers or manage tasks.
• Excellent verbal and written interpersonal and communication skills.
• Strong customer service skills with the ability to communicate clearly and respectfully, articulating expectations and boundaries while listening to others.
• Willingness to contribute to decision-making by providing insightful input and constructive challenges.
• Ability to influence outcomes without being overly aggressive or passive.

Technologies

• Active Directory
• Exchange
• Microsoft Office Suite
• Windows
• Incident Management System

Benefits

• 401(k) plan with a 100% match on the first 3% of contributions and 50% of the next 2%
• Healthcare plans with virtual doctor visits
• Access to Centers of Excellence with Barnes Jewish Hospital and Mayo Clinic’s Complex Care Program
• 15% associate discount
• SmartDollar financial program
• Associate Assistance Program
• 24/7 chaplaincy services
• Company-paid YMCA family membership

Supervisory Responsibilities

None

Physical Requirements

• Ability to maintain a seated or standing position for extended durations
• Capability to lift up to 15 pounds periodically
• Ability to navigate and access all facilities
• Strong verbal communication skills for in-person and electronic interactions
• Close vision for computer-related tasks