IT Help Desk Technician I

Pet Food Express•Concord, CA

3d•$25 - $30•Hybrid

About The Position

Pet Food Express is seeking a reliable problem solver and team player with customer service skills to join our IT Help Desk team! Reporting to the Service Desk Supervisor, the IT Help Desk Level 1 Technician is an entry-level role that works with our stores, warehouse, and corporate office to support users, resolve IT issues and work on IT projects and goals. This role works both remotely and in person, depending on the location being supported. The ideal candidate thrives in a collaborative and dynamic environment, is personable and comfortable interacting with a wide variety of stakeholders, and has the ability to learn and adapt quickly. If you think you have what it takes, but don't necessarily check every box in the job description, we encourage you to still apply. We'd like to learn more about you and see if you could be a great fit for our team! Please Note: After several weeks of initial on-site training is complete, this position is a hybrid role, involving on-site work at our corporate office (Concord, CA), stores and other facilities. Candidates who are fully remote or outside of reasonable commuting distance will not be considered.

Requirements

Demonstrated ability to provide patient, professional and effective customer service to users with varying levels of technical knowledge
Clear verbal and written communication skills and a collaborative, solutions-oriented approach
Ability to create clear, accurate and complete ticket notes, technical documentation and user instructions
Foundational hands-on knowledge of Windows 10/11, Microsoft 365 applications, Android and iOS, and common PC and peripheral hardware; familiarity with macOS/Apple computers a plus (limited install base)
Ability to systematically diagnose common login, software, printing, mobile-device, wired/wireless connectivity and hardware issues, following documented procedures and escalating when appropriate
Ability to install and configure computers, monitors, printers, scanners, phones, tablets and software, and to replace common components such as memory, storage and peripherals
Experience with hardware lifecycle management, including device imaging, physical-to-virtual (P2V) conversions, asset tracking and end-of-life retirement/disposal
Basic understanding of account access, password resets, multifactor authentication, permissions and secure identity-verification practices, including user and group administration in Active Directory, Microsoft Entra ID and the Microsoft 365 Admin Center
Ability to learn new technologies and follow established security, access-control and data-handling procedures
Basic understanding of networking concepts, including Wi-Fi, Ethernet, IP addressing, DHCP, DNS and VPN connectivity
Working knowledge of physical network infrastructure, including cabling, patch panels, switches and SD-WAN devices
Strong organization and time-management skills, including the ability to prioritize incidents based on urgency and business impact
Availability to participate in the stated on-call, after-hours and weekend rotation
Ability to travel to company locations as required, with a valid California driver’s license and a driving record acceptable under company policy
Ability to perform occasional lifting/moving/carrying of items weighing up to 50-75lbs.

Nice To Haves

Associate's degree in a technical, business, or related field preferred
Six to twelve months of customer-facing technical support, service desk, desktop support, retail technology support or comparable troubleshooting experience
Experience supporting Warehouse Management System (WMS) devices, such as handheld scanners and warehouse-rated mobile computers, a plus
Experience supporting VoIP phone systems or conferencing/collaboration hardware, a plus
Experience supporting point-of-sale, ERP, and/or Warehouse Management Systems and related retail devices, such as scanners, payment terminals, receipt printers and network-connected peripherals
Exposure to account provisioning and deprovisioning using an identity-management or directory platform
Experience with a ticketing system, remote-support tool, endpoint-management or imaging platform, or mobile-device-management system
CompTIA A+ or comparable entry-level IT support certification or training
Pursuit of or interest in advancing certifications such as CompTIA Network+ or Security+, or Microsoft certifications (e.g., MD-102: Endpoint Administrator, MS-900: Microsoft 365 Fundamentals)

Responsibilities

Serve as the first point of contact for employees from our corporate office, warehouse and retail stores seeking technical assistance
Work with the team to evaluate, implement, document, and increase adoption of new systems and processes to improve the efficiency, confidentiality, integrity and availability of systems and data
Triage, troubleshoot, resolve, and escalate customer and technical support issues with IT systems (e.g., point-of-sale, desktops, laptops, accessories, software, cloud applications, telephones, and mobile devices) and network connectivity issues (e.g., Wi-Fi, wired, and VPN access) utilized by employees in person or remote, via telephone, remote control, email, and our ticketing system
Provision and deprovision employee accounts and access to IT systems and applications, including user and group administration in Active Directory, Microsoft Entra ID and the Microsoft 365 Admin Centers
Image, configure, maintain, and physically install corporate and store IT systems, including Windows PCs and the limited number of Mac devices in use
Conduct new user orientations and training on IT systems for corporate and store employees
Create and update requests, incidents, and process documentation to facilitate communication, eliminate duplication of effort and continually improve our processes and systems
Follow and help to create documented procedures, standards and escalate exceptions to appropriate personnel
Occasional (sometimes overnight) travel to stores and warehouse facilities for installations and to troubleshoot IT systems
Other duties as assigned