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IT Help Desk Tier 1 Technician 

Category Information Technology  

Service Desk is the central point of contact for all information technology related support requests. The role of the IT Help Desk Tier 1 Technician is to provide support as the initial point of contact with the goal of providing world-class customer support for all users. The Tier 1 Technician is responsible for triaging, working, and escalating incoming support requests to meet customer-facing SLAs. Support is typically provided via phone, chat, remote device control, in person, and through our ticketing system for issues related to computer hardware, software, systems and peripherals.

Essential Job Functions

  • Deploy, support, and maintain end-user devices, software, system/server access, and peripherals.
  • Deliver timely, courteous, and knowledgeable support to all users with a smile, please and thank you.
  • Coordinate onboarding support requests including new user setup, email and Active Directory account creation, server/share permissions and Multi Factor Authentication setup and enrollment.
  • Administer offboarding support requests in a timely and professional manner, keeping sight of the sensitive nature and need for discretion required in these matters.
  • Support software systems such as Microsoft 365 Office Suite, Syspro ERP, eCommerce, Adobe PDF applications and Microsoft Business Solutions including CRM Dynamics, SharePoint, and Azure.
  • Participate in developing and maintaining documentation including SOPs, processes, protocols, and Knowledge Base articles.
  • Support a full range of hardware consisting of mobile devices, tablets, Chromebooks, laptops, desktops, and peripherals ranging from desktop scanners/printers to MFP devices.
  • Assist with tickets, tasks, projects, development, and advanced troubleshooting as deemed necessary.
  • Be available for after-hours/on-call rotation, occasional project support outside of the standard working hours, and infrequent travel.
  • Aspiration to be a foundational member of a world-class Service Desk Team for a well-established company poised for future growth.
Position Requirements


  • 3+ years of technical experience with computer related hardware, software, and end-user support in a Microsoft Windows environment as well as technical proficiency with printers and other peripherals.
  • 2+ years of post-high school education required, preferably in the Information Technology field.
  • Strong knowledge and support experience in Microsoft Windows 10 and M365 (i.e. Outlook, Word, Excel, PowerPoint, Teams, OneDrive, Planner and SharePoint).
  • Knowledge of deployment and support of MFA, including Google, Microsoft and Fortitoken apps.
  • Experience in mobile device support, including set up and troubleshooting of Apple iOS and Android OS.
  • Familiarity with following and developing knowledge base articles and instructional content.
  • Demonstrated experience working in cross-functional teams including multiple geographic locations to support business interactions within all levels of an organization.
  • Desire to leverage personal and professional growth opportunities to provide career advancement.


Knowledge, Skills, and Abilities

  • Active listening and effective written, oral, and non-verbal communication skills.
  • Strong analytical and problem-solving skills with the ability to work collaboratively.
  • Ticket, task and project time management and prioritization skills.
  • Highly organized and detail oriented in all facets of IT Service Management.
  • Ability to identify incidents and proactively work to resolve those problems.
  • Desire to learn and apply technical information in a fast-paced, demanding work environment.
  • Enthusiastic with a strong desire to learn and share techniques and knowledge.
  • Work well in a multi-tiered team environment operating from multiple locations.
  • Ability to empathize and connect with users in non-technical terms.

NOTE: This job description is not intended to be all-inclusive. A partner may perform other related duties as negotiated to meet the ongoing needs of the organization

Full-Time/Part-Time Full-Time  
Position IT Help Desk Tier 1 Technician  
Exempt/Non-Exempt Non-Exempt  
Open Date 2/7/2023  
Location Corporate- 999  
About the Organization Wilbert Funeral Services Inc. is a concrete manufacturer and service provider to the funeral service, building trades and agricultural market places. Manufactured products include burial vaults, monuments, septic tanks, retaining walls, storm shelters and miscellaneous agricultural precast products. Our operations include manufacturing plants and warehouses in 20 states.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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