IT Help Desk Support Tier I

Rural King; Mattoon (IL); On-site; 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

Overview

About Us

Rural King is America’s Farm and Home Store, providing essentials to the communities we serve. With a wide array of necessities ranging from food and feed to farm and home products, Rural King serves over 150 locations across 17 states and is constantly expanding. Our annual sales exceed $2.5 Billion, and our heart beats in Mattoon, IL, home to our corporate office, distribution center, and flagship store.

One thing our customers appreciate is our unique shopping experience, complete with complimentary popcorn and coffee. It's just one way we show our appreciation for their support.

At Rural King, we value our associates and strive to create a positive, rewarding workplace. We offer growth opportunities, competitive benefits, and a people-first environment where dedicated individuals come together to serve rural communities passionately. Join us, and you'll find not just a job but a chance to grow professionally, contribute meaningfully, and make a difference in the lives of those we serve.

How We Reward You

• 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

Responsibilities

What You’ll Do

The purpose of the Help Desk Support role works within the Rural King Information Technology support center is to diagnose and resolve hardware and software related issues. This includes answering questions for Rural King associates, basic troubleshooting of computers, printers, scanners, and other hardware devices as required. The individual must be able to work holidays when needed and have a desire to start a career working within Information Technology.

• 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.

Supervisory Responsibilities

None

Qualifications

Essential Qualities for Success

• At least 1 year of basic computer experience or equivalent combination of experience and education.
• Oracle Software Experience is a plus.
• 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 listing 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.

Physical Requirements

• 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.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

The pay range for this position is $16.50 - 20.15per hour and is bonus eligible. Exact compensation is determined by factors such as relevant geographic location, education, certifications, experience, job level, shift, and organizational needs. Eligible associates may also receive overtime pay in compliance with applicable laws. To learn more about our benefits, review here https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:14539c15-191a-4b77-9c13-f6ccfce10094.

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