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IT Help Desk Support Tier I

Provide frontline technical support to ensure minimal downtime for store operations
Mattoon, Illinois, United States
Entry Level
$1,575 – 1,650 USD / hour
5 days ago
Rural King

Rural King

A farm and home store offering a wide range of products including tools, workwear, pet supplies, and outdoor goods.
2 Similar Jobs at Rural King

Help Desk Support

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.

  1. Serve as Front Line Call Support to internal customers for our Help Desk Support – Tier I team.
  2. Provide excellent customer service to end users while troubleshooting client issues via phone, remote tools, and e-mail on Windows networked Enterprise desktop environment.
  3. Manage user account data in Active Directory, Exchange, and several lines of business applications.
  4. Escalate, coordinate, and collaborate support issues with multiple teams as necessary.
  5. Provide follow-up status to clients according to support policies and procedures.
  6. Identify trends in the support calls and develop documentation to address these most-often reported problems and issues.
  7. Notify management of increasing trends, unusual activity, or repeated activity.
  8. Successfully handle calls from difficult clients.
  9. Log all help desk calls or email requests into the Incident Management System and updates incident profiles.
  10. Keep peers and End User/Alt End User informed of trends, significant problems, unexpected delays, and anything new in the environment.
  11. 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.
  12. May be required to cross train and perform other duties.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

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IT Help Desk Support Tier I
Mattoon, Illinois, United States
$1,575 – 1,650 USD / hour
Technical Support
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About Rural King
A farm and home store offering a wide range of products including tools, workwear, pet supplies, and outdoor goods.