Rural King is America’s Farm and Home Store, providing essentials to the communities we serve. With a wide array of necessities ranging from food and feed to farm and home products, Rural King serves over 130 locations across 14 states and is constantly expanding. Our annual sales exceed $2.5 Billion, and our heart beats in Mattoon, IL, home to our corporate office, distribution center, and flagship store.

One thing our customers appreciate is our unique shopping experience, complete with complimentary popcorn and coffee. It's just one way we show our appreciation for their support.

At Rural King, we value our associates and strive to create a positive, rewarding workplace. We offer growth opportunities, competitive benefits, and a people-first environment where dedicated individuals come together to serve rural communities passionately. Join us, and you'll find not just a job but a chance to grow professionally, contribute meaningfully, and make a difference in the lives of those we serve.

How we reward you

401(k) plan that provides a 100% match on the first 3% of your contributions and 50% of the next 2%

Healthcare plans to support your needs

Virtual doctor visits

Access to Centers of Excellence with Barnes Jewish Hospital and Mayo Clinic’s Complex Care Program

15% Associate Discount

Dave Ramsey’s SmartDollar Program

Associate Assistance Program

RK Cares Associate Hardship Program

24/7 Chaplaincy Services

Company paid YMCA Family Membership

What You’ll do

As an IT Help Desk Support Tier III you will be working within the Rural King Information Technology support center to diagnose and resolve hardware and software related issues. This includes answering questions for Rural King associates, in-depth troubleshooting of computers, printers, scanners, and other hardware devices as required. Duties for this position include, but are not limited to support of Oracle POS system, card readers, mobile handheld devices, printers, and other technologies utilized by Rural King end users. The role will serve as primary support for the highest level of system related issues and provide the highest level of customer service to ensure issues are resolved in a timely manner. This position will also serve as general call support during high call volume periods, provide support to the Desktop Services team, and participate in Development QA efforts. The individual must be able to work holidays when needed and have a desire to start a career working within Information Technology.

• Serve as the primary escalation for Help Desk Support – Tier I, Tier II team members.
• Work closely with the IT Help Desk Support Supervisor to drive department goals and objectives.
• Ensure that communication plans for the team are executed and hosts daily stand-up meetings at shift change.
• Provide excellent customer service to end users while troubleshooting client issues via phone, remote tools, and e-mail on Windows networked Enterprise desktop environment.
• Provide in-depth technical support for hardware and software related issues.
• Solve advanced problems that require investigation and course of action.
• Responsible for managing the Tier II ticket queue to resolve open issues and follow-up with internal users.
• Manage user account data in Active Directory, Exchange, and several lines of business applications.
• Escalate, coordinate, and collaborate support issues with multiple teams as necessary.
• Provide follow-up status to clients according to support policies and procedures.
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity, or repeated activity.
• Successfully handle calls from difficult clients.
• Log all help desk calls or email requests into the Incident Management System and updates incident profiles.
• Keep peers and End User/Alt End User informed of trends, significant problems, unexpected delays, and anything new in the environment.
• Work closely with team and management to ensure that quality of support service and service level requirements are met for exceptional end-user community support.
• Actively participate in learning initiatives offered such as training programs, workshops, and webinars. Leverage these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments.
• Provide friendly, proactive, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
• Demonstrate behaviors that exemplify Rural King’s Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Perform other duties as assigned.

Supervisory Responsibilities

None

Essential Qualities for Success

• At least 3 years of basic computer experience or equivalent combination of experience and education.
• Proficient Knowledge of Windows 7 and Windows 10.
• High level of experience with POS solutions, card readers, mobile handheld devices.
• Oracle Software or general POS system experience required.
• Must be able to support call center operations and mentor Tier I and Tier II team members.
• PC Peripheral knowledge and diagnostic.
• Ability to learn and support new technology.
• Laser printer troubleshooting.
• Proficient with Microsoft Office Suite or related software.
• Excellent verbal and written interpersonal and communication skills.
• Excellent customer service skills.
• Strong understanding of retail business practices.
• Excellent negotiation and conflict resolution skills.
• Demonstrated ability to adapt in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Proven ability to effectively coach and mentor team members.
• Ability to prioritize and delegate tasks.
• Behaviors must reflect integrity, professionalism, and confidentiality.

Physical Requirements  

• Ability to maintain a seated or standing position for extended durations.
• Capability to lift 15 pounds periodically.
• Able to navigate and access all facilities.
• Skill to effectively communicate verbally with others, both in-person and via electronic devices.
• Close vision for computer-related tasks.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

The pay range for this position is $16.75 - $20.00 per hour and is bonus eligible. Exact compensation is determined by factors such as relevant geographic location, education, certifications, experience, job level, shift, and organizational needs. Eligible associates may also receive overtime pay in compliance with applicable laws. To learn more about our benefits, review here https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:14539c15-191a-4b77-9c13-f6ccfce10094.