Representative, Help Desk I

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

Job Description - Representative, Help Desk I (JR111398)

Representative, Help Desk I - ( JR111398 )

Summary

Responsible for monitoring and managing enterprise system platforms, peripheral equipment, and batch job schedules to ensure reliable system operations. Provides support to internal and external customers, including distribution center teammates across all business units. Identifies, investigates, and resolves system alerts and operational issues while serving as a key point of contact for Operations support calls.

What You’ll Do

• Receives via phone andcomputerfirst-tier technical issues reported relating to hardware and software on personal computing devices or supporting infrastructure issues which affect internal technology users.
• Applies pre-established methods to resolve basic problems orescalatesissuetosecond-tierhelp desksupport staff or toappropriate MBISareain order toensuretimelycontinuance of the reporting user's productivity.
• Learnsexisting procedures for internal requestsregardingpersonal computing devices via phone and computer-based remote methods to fulfill service requests from internal technology users.
• Learnstoassistinternal technology users via phone and computer-based remote methods with implementation of standard personal computer practices to aid users in efficiently fulfilling specific needs.
• Learns to Identify reoccurring issues and informappropriate MBISarea to evaluate the design and issue resolution methods to minimize productivity impact to internal technology users.

What We’re Looking For

High school diploma or GED required; associate's or bachelor's degree in Information Technology or related field preferred.

1 or more years of experience in IT operations, production support, help desk support, or a 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.

Why Join Us

• Make a direct impact supporting mission-critical distribution operations
• Hands-on technical role with exposure to diverse technologies
• Stable organization with long-term career growth opportunities
• Team-driven culture that values reliability, service, and accountability
• Opportunity to build both technical and customer-facing skills

Benefits you can count on:

• Benefits begin on Day 60: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.