Representative, Help Desk I

The Help Desk I role supports reliable enterprise system operations while serving as the first line of assistance for internal and external customers. This onsite position in Temple, TX focuses on system monitoring, alert handling, and first-tier troubleshooting for hardware, software, and supporting infrastructure issues.

Key Responsibilities

• Receive and triage first-tier technical issues reported by phone and computer, including hardware and software problems on personal computing devices and supporting infrastructure issues affecting internal technology users.
• Use pre-established methods to resolve basic problems. When needed, escalate incidents to second-tier help desk support staff or to the appropriate MBIS area to help ensure timely continuation of the reporting user’s productivity.
• Learn and apply existing procedures for internal requests related to personal computing devices, using phone support and computer-based remote methods to fulfill service needs.
• Assist internal technology users via phone and computer-based remote methods by implementing standard personal computer practices aligned with user requirements.
• Identify recurring issues and notify the appropriate MBIS area to review design and issue resolution approaches to reduce productivity impact for internal technology users.

Required Qualifications

• High school diploma or GED required.
• 1 or more years of experience in IT operations, production support, help desk support, or a related technical environment preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to communicate effectively with both technical and non-technical customers.
• Ability to prioritize tasks and respond effectively in a fast-paced operational environment.

Preferred Qualifications

• Associate’s or bachelor’s degree in Information Technology or a related field preferred.
• Basic understanding of system monitoring, job scheduling, and incident management processes preferred.

Benefits

• Benefits begin on Day 60: medical, dental, and vision insurance; FSA/HSA; and company-paid life insurance.
• Paid time off: begins after 90 days.
• 401(k) Profit Sharing Plan: available after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more.

Location and Role Context

This is an onsite position in Temple, TX with a focus on monitoring and managing enterprise system platforms, peripheral equipment, and batch job schedules to support reliable system operations.

Why Join This Team

• Support mission-critical distribution operations with measurable impact.
• Hands-on technical work with exposure to diverse technologies.
• Stable organization with long-term career growth opportunities.
• Team-driven culture emphasizing reliability, service, and accountability.
• Opportunity to build technical and customer-facing skills.