Help Desk Associate: Core IT Operations & Support

McLane Company, Inc.; Temple (TX); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

FSA/HSA

Company-paid life insurance

Paid time off after 90 days

Pet insurance

Maternity/paternity leave

Employee assistance programs

Discount programs

Tuition reimbursement

Job summary

McLane Company, Inc. is seeking a Representative, Help Desk I to monitor and support enterprise systems and end-user devices.

You will handle first-line incidents, assist internal customers, and escalate when necessary to maintain productivity across distribution operations. Ideal candidates have a high school diploma or GED, 1+ year IT ops or help desk experience, and strong troubleshooting and communication skills.

Qualifications

• High school diploma or GED required; associate's or bachelor's degree in Information Technology or related field preferred.
• 1+ years of experience in IT operations, production support, help desk support, or related technical environment preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to communicate effectively with technical and non-technical customers.
• Ability to prioritize tasks and respond effectively in a fast-paced operational environment.
• Basic understanding of system monitoring, job scheduling, and incident management processes preferred.

Responsibilities

• Receives and resolves first-tier IT issues reported via phone or computer for hardware/software on personal devices or supporting infrastructure.
• Applies pre-established methods to resolve basic problems or escalates to second-tier help desks to ensure timely productivity.
• Learns existing internal request procedures for personal computing devices via phone and remote methods.
• Learns to assist internal technology users with standard PC practices to meet specific needs.
• Identifies recurring issues and informs MBIS area to evaluate resolution methods to minimize productivity impact.

Skills

Troubleshooting

Analytical thinking

Problem solving

Communication

Task prioritization

System monitoring

Job scheduling

Incident management

Education

High school diploma or GED

Associate's or Bachelor's in IT or related field

Job description

McLane Company, Inc. is seeking a Representative, Help Desk I to monitor and support enterprise systems and end-user devices.

You will handle first-line incidents, assist internal customers, and escalate when necessary to maintain productivity across distribution operations. Ideal candidates have a high school diploma or GED, 1+ year IT ops or help desk experience, and strong troubleshooting and communication skills.