About the Team

Are you looking for a position in a growing company with expanding opportunities for personal and professional growth within the Technology Support field? Are you interested in Technology Support but aren’t sure which part of the field really suits you? Then this opportunity may be for you.

Serving over 30 locations across Idaho, Utah, Nevada, and Arizona (and growing!), our IT team focuses on the CAL Ranch mission of Legendary Customer Service. Remote tools, professional development, and quality communication through a variety of channels are core to our ability to provide this service from initial customer contact through resolution. Our company is growing, our team is growing, and that means your opportunities for professional growth within the company are growing too!

Job Description

A Helpdesk Specialist I is an entry level position within the IT Department of CAL Ranch Stores. A Helpdesk Specialist will be a part of the first line of contact for staff across the company seeking help with their technology. As such, professional and respectful communication is expected in all interactions, whether in person, on the phone, email, chat or via ticket.

Helpdesk Specialists will use existing Knowledge Base Articles (KBA) and their own technical skills to resolve common issues at first contact if possible and will assist the customer in creating a ticket for the issue, even if it does not get resolved on the first call. If existing KBA, tools, and technical skills cannot resolve the issue, the Helpdesk Specialists will clearly document work done in the ticket and escalate the ticket to the appropriate team for further work.

A Helpdesk Specialist I will have the opportunity to add to the team’s knowledge through engagement with the KBA. Whether this is through review of existing KBA for accuracy and clarity, suggesting new KBA to be created by a team member, or creating KBA for review. Helpdesk Specialists will have the opportunity to work with Network, Server, and Endpoint Support Engineers to advance their knowledge and interest in these fields, with opportunities to move to these teams as the opportunity arises.

Position Qualifications

• Professional and courteous communication skills.
  • Through email, chat, ticket, phone, and in person.
• Ability to respond calmly during customer contact.
  • Our customers are experiencing technical difficulty, often in front of their own customers. This can cause additional stress for those calling us.
• Clear communication and documentation skills.
• Ability to translate technical jargon into language understood by the customer.
• Interest in Information Technology Helpdesk Support, Endpoint Support, Server, or Network Administration

Comfort with and confidence in using a PC for communication, troubleshooting, research and remote support.