Representative, Help Desk I

Mclane Company, Inc.; Temple (TX); On-site; USD 26,174 - 30,307; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

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 manage enterprise system platforms, supporting internal customers across distribution operations.

This on-site role in Temple, TX focuses on first-tier technical support for hardware and software on personal computing devices and related infrastructure. The ideal candidate has a high school diploma or GED with IT-related education preferred, and 1+ years in IT operations or help desk support.

Qualifications

• 1+ years in IT operations, production support, help desk, or related technical environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to communicate effectively with technical and non-technical customers.

Responsibilities

• Respond to first-tier technical issues related to hardware and software on personal computing devices and supporting infrastructure.
• Follow established methods to resolve basic problems or escalate to second-tier staff to ensure timely productivity.
• Learn and apply internal procedures for handling internal IT requests via phone or remote methods.

Skills

IT operations experience

Troubleshooting

Effective communication

Education

Associate's or Bachelor's degree in IT

Job description

Job Description - Representative, Help Desk I (JR109701)

Representative, Help Desk I - ( JR109701 )

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.

This position is onsite in Temple, TX.

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:

• This position is an hourly role that pays between $19-$22
• 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!