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Tier I Help Desk Support

Company: McLane Intelligent Solutions
Location: Temple
Posted on: May 3, 2021

Job Description:

McLane Intelligent Solutions(MIS) was founded in 1999 with the objective of providing small and medium-sized businesses fast and reliable IT support that keeps them moving when IT challenges arrive. MIS' mission is to provide around-the-clock monitoring, live support from MIS' expert help desk technicians, cost-effective Cloud Infrastructure, Software Integrations, IT solutions and customer service.

The McLane Intel help desk team creates ongoing value for our clients by providing quick, effective, and intelligent solutions for their technical issues. By ensuring the stability of our client's systems and assisting clients in time of need, the Help Desk Team provides support and engages closely with our project and escalation teams to provide long term solutions. Succeeding in this role will present numerous opportunities for the right candidate to grow within the company.


  • Customer Service - Team members communicate with our clients on a daily basis. Team members deal with incoming issues and requests in a professional, courteous manner over the phone. Every interaction needs to re-assure our clients that they are important to us and that we want them to be successful. Regular communication on issues we are working on is paramount to earning our client's trust on an ongoing basis.
  • Resolution - Each team member must maintain and develop their own knowledge and skills to assist with first response ticket resolution. Clients expect us to fix their issues. We follow best practices to determine the root cause and fix all problems quickly or get the issue to the right team member who is able to resolve the issue quickly.
  • Documentation - All client interactions need to be recorded in our ticketing system for future reference. It is up to each one of us to document any changes in our client's systems to help our future team be as successful as the team we have today. In addition to developing your own knowledge and skills you will document your knowledge for the benefit of the team and our clients.


All Team Members will
  • Be self motivated with a drive to serve our clients and our team with integrity
  • Be energetic and courteous when working with our team and with our clients
  • Experience with Microsoft Products including Windows Desktop and the Office Product Suite
  • Experience with Active Directory
  • Experience with Windows Remote Desktop
  • Exhibit knowledge of managed switches and firewalls
  • Participate in our rotating on-call roster
  • Work from our Temple, Texas Office
  • Be outgoing, confident, and warm in all interactions with team members and with clients
  • Have fun; work with joy
  • Work as a team; we are all in this together

Preferred Skills will include
  • Experience troubleshooting Mac workstations
  • Experience in a call center type environment
  • Associates Degree in technology related field or hands on experience can be substituted for degree
  • Actively pursuing a Microsoft Certification MCSA, A+, Network+, CCENT, or equivalent
  • Experience in a technical help desk role or related working technical experience
  • Experience with software and hardware troubleshooting ex: desktops, laptops, servers, email technologies, firewalls, switches, wireless, mobile devices.


  • Paid Vacation
  • Amazing Health, Dental, Vision, and prescription insurance
  • Short-term and long-term disability benefits
  • 401K
  • Flexible Spending Accounts
  • Company provided Life Insurance

Keywords: McLane Intelligent Solutions, Temple , Tier I Help Desk Support, Other , Temple, Texas

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