Information Technology Tier 1 Support

Jacksons Companies•Meridian, ID

3d•$20 - $21•Onsite

About The Position

The T1 Technical Support Center Representative diagnoses, troubleshoots, and routes a range of issues for convenience-store and corporate customers. Support Center work includes customer service, administration, and technical support, and requires strong communication and multitasking skills. As part of the Support Center team, the representative handles incoming calls and tickets for IT and Facilities departments from retail locations. The role involves gathering detailed information, diagnosing problems, resolving issues when possible, or routing tickets to the appropriate teams. This is an office-based, primarily sedentary position that may involve repetitive motions.

Requirements

High school diploma or GED.
At least 2 years of experience in retail and/or help desk environments.
Proficiency with the Windows operating system and foundational troubleshooting skills.
Ability to learn continuously and embrace challenges.
Comfort working in a fast-paced, diverse setting.
Ability to manage multiple tasks and prioritize effectively.
Ability to collaborate with technical and non-technical people at all levels.
Patience, empathy, and the ability to remain calm and professional during support interactions.
Excellent written, verbal, and telephone etiquette skills.
Ability to support users who are frustrated or distressed by technical issues.

Nice To Haves

Associate degree.

Responsibilities

Monitor and address incoming calls and ticket queues to provide timely and efficient customer service.
Collaborate with the team to assess, diagnose, and troubleshoot tickets.
Determine dispatch and escalations for vendors and on-site technicians.
Provide quality customer service to corporate employees and store users.
Troubleshoot hardware, software, and equipment issues.
Review documentation and follow the appropriate steps to solve problems.
Guide users with limited technical experience through troubleshooting.
Document events thoroughly and accurately.
Provide team feedback to improve internal processes.
Perform other duties as assigned.

Benefits

Incentives and performance bonuses.
Profit sharing.
Focused, comprehensive training and opportunities for future growth and advancement.
Flexible work schedules.
Medical, vision, and dental insurance.
Paid time away.
Company-paid long-term disability insurance and life insurance.
Employee discounts.
401(k) profit sharing.
Performance-based raises.
Tuition reimbursement.