Frontline IT Help Desk Support - Tier I

Rural King; Mattoon (IL); Hybrid; USD 23,000 - 28,000; Full time

Benefits offered by this job

401(k) match

Health plans

Virtual doctor visits

Centers of Excellence

Associate discount 15%

SmartDollar Program

Associate Assistance Program

RK Cares

Chaplaincy services

YMCA membership

Job summary

Rural King in Mattoon, IL is seeking a Help Desk Support professional to diagnose and resolve hardware and software issues for our internal associates. You will provide frontline support, handle calls, emails, and remote sessions, and help keep our IT environment running smoothly.

The role requires basic computer experience, familiarity with Microsoft Office, and the ability to work holidays. You will work with AD and Exchange, escalate complex problems, document incidents, and contribute to a

Qualifications

• At least 1 year of basic computer experience or equivalent.
• Microsoft Office Suite proficiency.
• Excellent verbal and written interpersonal and communication skills.
• Comfortable supporting Windows desktop environments.

Responsibilities

• Serve as Front Line Call Support for the Help Desk – Tier I.
• Troubleshoot client issues via phone, remote tools, and email on Windows desktops.
• Manage user accounts in Active Directory and Exchange.
• Escalate and collaborate with multiple teams as needed.
• Provide follow-up status to clients per policies.
• Identify trends and contribute to documentation/knowledge base.
• Notify management of unusual activity or delays.
• Log all requests in the Incident Management System.
• Keep peers informed of trends and changes in the environment.
• Maintain service levels and quality of end-user support.
• Cross-train and perform other duties as needed.

Skills

Customer service

Verbal communication

Written communication

Microsoft Office

Oracle software

Windows familiarity

Active Directory

Microsoft Exchange

Tools

Active Directory

Microsoft Exchange

Job description

Rural King in Mattoon, IL is seeking a Help Desk Support professional to diagnose and resolve hardware and software issues for our internal associates. You will provide frontline support, handle calls, emails, and remote sessions, and help keep our IT environment running smoothly.

The role requires basic computer experience, familiarity with Microsoft Office, and the ability to work holidays. You will work with AD and Exchange, escalate complex problems, document incidents, and contribute to a