IT Support Tier 1

Job Details

Job Location:

HFIM HQ - Idaho Falls,

Salary Range: $45,000.00 - $55,000.00

HFI Management ("HFIM") is currently seeking an IT Support Tech – Tier 1 based in Idaho Falls, Idaho.

HFIM is the administrative and sales support division of the Brad Hall family of companies. HFIM supports companies in fuel and lube distribution, propane sales, retail fuel stations, oil field services farming, fuel transportation and other industries. The family of companies does business in the Western United States and supplies to over 40 states.

• Provide Tier 1 technical support for end users throughout the enterprise by analyzing, troubleshooting, and resolving basic technical issues (software, hardware, and network processes) using a logical and systematic approach.
• Examples of Tier 1 support:
  End user computer installation and set up, password set up and resets, printer driver set up, email set up and access, headset/phone set up, physical setup of tech equipment around end user workstations, software installation, end user Wi‑Fi/network access, basic tech support for all IT‑related enterprise equipment and networks, etc.
• Take initial tech support inquiries via phone, help desk, email, web‑based tools, and in person.
• Document all inquiries and update log throughout the process of troubleshooting and resolution.
• Recognize and escalates more difficult issues to Tier 2 and/or Tier 3 support.
• During problem escalations, act as a liaison between customers and Tier 2 support.
• Assist end users with installation of software and hardware.
• Organize IT equipment/inventory room and keep it clean.
• Assist IT Manager with asset tracking and management system.
• Aid all other IT Support staff as needed or assigned.
• Perform miscellaneous job‑related duties as assigned.

• Basic computer skills and ability to quickly learn company systems and processes.
• Good problem‑solving, communication and interpersonal skills, along with patience, a customer‑friendly attitude, and the ability to work in a team environment.
• Basic understanding of technology, including the various hardware, software and networking systems being supported.
• Strong verbal and written communication skills.
• Willingness to adhere to the company’s values and ethical expectations.
• Able to effectively multitask.
• Able to assist and relate to multiple leadership types in multiple industries simultaneously.
• Strong customer service skills.