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IT Help Desk Support - Tier 1

Expired Job

Rural King Mattoon , IL 61938

Posted 5 months ago

Job Description:

Job Title: IT Help Desk Support Tier I

Department: IT Support

Reports to: IT Internal Call Center Manager

Job Location: Mattoon, IL

FLSA Status: Hourly Non-Exempt, Full-Time


  • Serves as Front Line Call Support for our Help Desk Support Tier I

  • Provide call support for internal customers

  • Provide excellent client service 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.

  • Responsible for the shipping / receiving of materials and equipment.

  • 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.

  • Logs all help desk calls or email requests into the Incident Management System and updates incident profiles.

  • Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.

  • Works closely with team and management to ensure that quality of support service and service level requirements are met for exceptional end-user community support.


  • Basic Computer Skills

  • Eagle Software Experience a plus

  • Proficient Knowledge of Windows 7 and Windows 10

  • PC Peripheral knowledge and diagnostic

  • Laser printer troubleshooting

  • Knowledge of Microsoft Office Suite (Outlook, Excel, Word, etc.)

  • Customer Service Experience

  • Must be able to speak clearly and calmly

  • Must be able to work holidays/weekends as needed

  • Must be able to work within a team environment and independent as needed


  • None


  • Sitting for extended periods of time

  • Repetitious hand movements, Typing/Keystroke dexterity

  • Adept at handling stressful circumstances

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IT Help Desk Support - Tier 1

Expired Job

Rural King