IT Help Desk Support Tier I

Rural King•Mattoon, IL

14d•$16 - $17

About The Position

The purpose of the Help Desk Support role works within the Rural King Information Technology support center is 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.

Requirements

At least 1 year of basic computer experience or equivalent combination of experience and education.
PC Peripheral knowledge and diagnostic experience.
Laser printer troubleshooting.
Working knowledge of Microsoft Office Suite.
Comfortable navigating computer systems and software to assist customers or manage tasks.
Excellent verbal and written interpersonal and communication skills.
Excellent customer service skills.
Demonstrate confident and clear communication skills to express thoughts, opinions, and ideas in a respectful manner.
Effectively articulate expectations, requirements, and boundaries while actively listing to other’s perspectives.
Contribute to the decision-making process by actively participating in discussions, providing insightful input, and challenging ideas constructively.
Demonstrate the ability to influence outcomes without being overly aggressive or passive.
Ability to maintain a seated or standing position for extended durations.
Capability to lift 15 pounds periodically.
Able to navigate and access all facilities.
Skill to effectively communicate verbally with others, both in-person and via electronic devices.
Close vision for computer-related tasks.

Nice To Haves

Oracle Software Experience is a plus.

Responsibilities

Serve 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.
Log all help desk calls or email requests into the Incident Management System and updates incident profiles.
Keep peers and End User/Alt End User informed of trends, significant problems, unexpected delays, and anything new in the environment.
Work closely with team and management to ensure that quality of support service and service level requirements are met for exceptional end-user community support.
May be required to cross train and perform other duties.

Benefits

401(k) plan that provides a 100% match on the first 3% of your contributions and 50% of the next 2%
Healthcare plans to support your needs
Virtual doctor visits
Access to Centers of Excellence with Barnes Jewish Hospital and Mayo Clinic’s Complex Care Program
15% Associate Discount
Dave Ramsey’s SmartDollar Program
Associate Assistance Program
RK Cares Associate Hardship Program
24/7 Chaplaincy Services
Company paid YMCA Family Membership