IT Help Desk Support Tier I

Job Title:  IT Help Desk Support Tier I

Department: IT

Job Location: Store Support Center, Mattoon, IL

Reports to: Director of Information Technology

FLSA Status: Hourly Non-Exempt, Full-Time

JOB SUMMARY

The Help Desk Support role works within the Rural King Information Technology support center to diagnose and resolve hardware and software related issues. This includes answering questions for Rural King associates, basic troubleshooting of computers, printers, scanners, and other hardware devices as required. The individual must be able to work holidays when needed and have a desire to start a career working within Information Technology.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

• Serves as Front Line Call Support to internal customers for our Help Desk Support – Tier I team

• Provide excellent customer service to end users 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.

• Use general office equipment.

• Frequently operate keyboard to enter in information.

• Sit/stand/walk for long periods of time.

• Verbally communicate effectively with others (in-person and via electronic devices).

• May be required to cross train and perform other duties.

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

 Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. My signature confirms that I have reviewed and agree with this job description.