IT Help Desk Support Tier I at Rural King in US-IL-Mattoon

Summary: Rural King is America’s Farm and Home Store, providing essentials to the communities we serve. The IT Help Desk Support Tier I role is responsible for diagnosing and resolving hardware and software related issues while providing excellent customer service to internal users. 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 Required Qualifications: - 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 Qualifications: - Oracle Software Experience is a plus Required Skills: Help Desk Support, Hardware Troubleshooting, Software Troubleshooting, Windows Enterprise Desktop Environment, Active Directory, Exchange, Incident Management System, Oracle Software, PC Peripheral Knowledge, Laser Printer Troubleshooting, Microsoft Office Suite 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