IT Help Desk Tier 1 - Tiffin

Homemakers is hiring a IT Help Desk Tier 1 team member to join our growing team at our new Tiffin, Iowa location! If you love working in IT, enjoy overcoming challenges, and take pride in helping others solve technical issues, this could be the perfect role for you. We’re looking for motivated, customer-focused problem solvers who thrive in a positive, team-oriented company culture.

Schedule: Monday - Friday

Pay: $47,000 Annually

Position Summary: The IT Help Desk Tier 1 position is the first point of contact for basic hardware and enterprise software technical issues. They must have basic technical knowledge of endpoint systems, troubleshooting skills, and be able to communicate effectively, asking relevant questions to understand the problem and explain the solution. They must be customer-oriented, patient, and understand the troubled user’s perspective.

Key Responsibilities:

• Serve as the first point of contact for internal customers seeking technical assistance over the phone, email, SMS, and face to

face.

• Perform troubleshooting through diagnostic techniques and pertinent questions.

• Determine the best solution based on the details provided by the customer and your investigation.

• Walk the customer through the problem-solving process.

• Direct unresolved issues to the next tier of IT staff.

• Staging and setup of new endpoints and workstations.

• Pass on any feedback or suggestions by customers to the next tier of IT staff.

• Follow all operational and safety procedures.

• Document and tag assets as required.

• The above responsibilities and additional duties may vary as assigned.

Qualifications:

• Able to prove understanding of basic hardware/software fundamentals.

• Working knowledge of Microsoft Office, Apple products, Windows, Android, browsers and phone systems.

• Good understanding of computer systems, mobile devices and other tech products including computers, printers, monitors,

credit card terminals, etc.

• Ability to diagnose and resolve basic hardware and enterprise software technical issues.

• Excellent communication skills.

• Customer-oriented and cool-tempered during stressful situations.

• Passion for learning and broadening your knowledge base.

Physical Expectations:

• Standing/walking.

• Bend/kneel/crouch/climb.

• Hand movements, simple grasping, firm grasping, and fine manipulating.

• Working at heights on scissor lifts to 50ft.

• Weight carried or lifted 75-100 lbs.

• Push/Pull/Maneuver Equipment/Products/Material weighing from 1-100 lbs.

Environmental Conditions:

• Will work indoors and occasionally outdoors.

• Conditions may include hot/cold temperatures, dusty surroundings and noisy work environment.

• Work areas include office and warehouse environments.