It Support Tier 3

HFI Management (“HFIM”) is currently seeking an IT Support Tech – Tier 3based in Idaho Falls, Idaho.  This role will Direct and oversee the internal and external marketing functions of assigned Companies.

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.

The IT Support Tech – Tier 3 will primarily be focused on:

• Provide Tier 1, Tier 2 and Tier 3 technical support for end users throughout the enterprise by analyzing, troubleshooting, and resolving basic through high-level technical issues (software, hardware, and network processes) using a logical and systematic approach.
• Examples of Tier 1 support: Computer set up, password set up/resets, printer driver set up, email set up, headset/phone set up, physical set up of tech equipment around end user workstations, software installation, end user WiFi and basic network access, etc.
• Examples of Tier 2 support: Diagnose and repair mid-level computer issues, diagnose and repair 3rd party software issues (Microsoft suite, browsers, email, etc.), diagnose network issues (and repair of basic ones), mid-level tech support for all I.T.-related enterprise equipment and networks, and troubleshooting/testing of any issues not solvable by Tier 1 support staff.
• Examples of Tier 3 support: Diagnose and repair mid-to-high level computer issues, diagnose and repair complex 3rd party software issues, diagnose and repair complex network issues, provide high-level support for all IT-related enterprise equipment and networks, manage and provide technical support for MS Teams licenses and MS Teams Phone system, implement MS Azure and Active Directory permissions under Network Administrator, implement and troubleshoot MS SharePoint permissions, and troubleshoot/test all issues not solvable by Tier 2 support staff.
• Ensure that end users are receiving appropriate assistance from Help Desk and I.T. support staff.
• Assist Tier 1 and Tier 2 support staff by fielding overflow of all tech support inquiries coming in via phone, help desk, email, web-based tools, and in person.
• Document all inquiries and update ticketing system throughout process of troubleshooting and resolution.
• Provide support and guidance to all field personnel and Help Desk support staff across the enterprise.
• Provide user-based technical support for MS Teams (including licensing issues).
• Provide user-based technical support for Teams Phone system.
• Assist Network Admin with setting up and maintaining SharePoint folder access and permissions through RBSG (role-based security groups)
• Assist Network Admin with finding and resolving MS Azure and Active Directory permissions issues through RBSG (role-based security groups)
• Implement email systems and provide training for enterprise employees as needed.
• Provide assistance to all other I.T. Support staff as needed or assigned.
• Perform miscellaneous job-related duties as assigned by IT Manager.

The preferred candidate for the IT Support Tech – Tier 3 will have the following:

• 5 or more years of experience with computers and Microsoft Office suite.
• 5 or more years of experience setting up WiFi and/or wired network access.
• Solid understanding of technology, including the various hardware, software and networking systems being supported.
• Strong knowledge of MS Teams administrative processes including licensing
• Strong knowledge of MS Teams phone systems (set up, configuration, and troubleshooting)
• Strong knowledge of Microsoft Azure and Microsoft Active Directory.
• Excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment.
• Strong verbal and written communication skills.
• Strong computer skills and ability to quickly learn company systems and processes.
• Willingness to adhere to the company’s values and ethical expectations.
• Ability to effectively multitask.
• Ability to assist and relate to multiple leadership types in multiple industries simultaneously.
• Strong customer service skills.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person