Representative, Help Desk I

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 and computer first-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 or escalates issue to second-tier help desksupport staff or to appropriate MBIS area in order to ensure timely continuance of the reporting user's productivity.

• Learns existing procedures for internal requests regarding personal computing devices via phone and computer-based remote methods to fulfill service requests from internal technology users.

• Learns to assist internal 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 inform appropriate MBIS area 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 missioncritical distribution operations
• Handson technical role with exposure to diverse technologies
• Stable organization with longterm career growth opportunities
• Teamdriven culture that values reliability, service, and accountability
• Opportunity to build both technical and customerfacing 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.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!