About the job

How you'll help us Keep Climbing (overview & key responsibilities)

The Help Desk Support role provides first level assistance to employees who need help with company systems, access, processes, and routine technical issues. This role manages the employee support tool by receiving requests, documenting issues, resolving common questions, and routing more complex needs to the appropriate team. The position helps create a responsive and consistent employee support experience and reports to the General Manager of Business Systems and Data.

ESSENTIAL FUNCTIONS AND TASKS

• Monitor the employee support tool and review new requests throughout the workday

• Serve as the first point of contact for routine system, access, password, navigation, and process questions

• Create, categorize, prioritize, assign, and update support tickets using established procedures

• Resolve common requests by following documented steps, knowledge articles, and approved troubleshooting practices

• Escalate technical, payroll, human resources, or operational issues to the appropriate subject matter expert

• Communicate clear status updates to employees and confirm resolution before closing requests

• Maintain accurate ticket notes, attachments, categories, resolution details, and service records

• Identify recurring questions and help update frequently asked questions, job aids, and support documentation

• Track open requests and follow up with employees and assigned teams to support timely completion

• Protect confidential employee and company information and follow established access controls

KNOWLEDGE SKILLS AND ABILITIES

• Strong customer service skills with a patient and professional approach

• Clear written and verbal communication skills

• Ability to learn software tools, workflows, and standard troubleshooting steps

• Working knowledge of Microsoft Office 365 and experience using a ticketing, service request, or case management system

• Ability to organize multiple requests, manage follow ups, and meet service expectations

• Attention to detail when documenting issues, actions, and resolutions

• Ability to recognize when an issue should be escalated and provide complete information to the next support level

• Ability to work independently while collaborating effectively with employees and internal teams

Benefits and Perks to Help You Keep Climbing

• Space Available Personal Travel to include eligible dependents.
• Medical, Dental and Vision Plans available.
• Annual Incentive.
• 401(k) match (following one year of service).

What you need to succeed (minimum qualifications)

• High school diploma or equivalent required
• One year of customer service, administrative support, help desk, or related experience preferred
• Experience with Smartsheet, Microsoft 365, or an employee support platform preferred
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces a diverse set of people, thinking and styles.
• Possesses a high school diploma, GED, or high school equivalency.
• Is at least 18 years of age and has authorization to work in the United States.

What will give you a competitive edge (preferred qualifications)

• COMPETENCY STATEMENTS
• Customer Focus: Provides respectful, timely, and helpful support to employees
• Problem Solving: Uses documented steps and sound judgment to resolve routine issues and escalate complex needs
• Attention to Detail: Produces complete and accurate ticket records while meeting established deadlines
• Communication: Explains information clearly and provides useful updates throughout the support process
• Accountability: Takes ownership of assigned requests and follows through until resolution or appropriate handoff
• Confidentiality and Integrity: Protects sensitive information and performs duties honestly and ethically
• Teamwork and Respect: Works professionally with people of different backgrounds, roles, and perspectives