Big R Farm and Home · 1 hour ago
IT Help Desk Support Tier I
Mattoon, IL
Full-time
Onsite
Entry Level
$15.75/hr - $16.50/hr
1+ years expRural King is America’s Farm and Home Store, providing essentials to the communities we serve. They are seeking an IT Help Desk Support Tier I to diagnose and resolve hardware and software related issues while providing excellent customer service to end users.
Consumer GoodsSalesShopping
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
Qualification
Required
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 listening 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
Preferred
Oracle Software Experience is a plus
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
Company
Big R Farm and Home
The official page for Big R Farm and Home (formerly Rural King Supply) Stores. Family owned/operated for over 58 years.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase