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
JOB DUTIES AND ESSENTIAL FUNCTIONS:
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
Sitting for extended periods of time
Repetitious hand movements, Typing/Keystroke dexterity
Adept at handling stressful circumstances