IT Help Desk Technician

American Food & Vending ⏐ American Dining Creations•Liverpool, NY

6h•$23 - $25•Onsite

About The Position

The IT Help Desk Technician I serves as the first point of contact for all incoming IT support requests. This role is responsible for providing exceptional customer service while performing initial troubleshooting, documenting incidents, resolving Level 1 technical issues, and routing requests to the appropriate IT teams when necessary. This position also supports the company's hardware lifecycle by evaluating, testing, documenting, and processing returned IT equipment from field locations. The successful candidate will combine strong technical aptitude, communication skills, attention to detail, and a commitment to delivering timely support that enables employees across corporate and field operations to remain productive.

Requirements

Working knowledge of Windows 10 or newer operating systems and Microsoft 365 desktop applications.
Ability to troubleshoot common PC, printer, mobile phone, handheld, peripheral, application, and connectivity issues.
Strong customer service orientation with the ability to remain calm, professional, and helpful under pressure.
Excellent verbal and written communication skills with the ability to explain technical concepts in non-technical language.
Strong analytical, technical, problem-solving, organizational, follow-up, and multitasking skills.
Ability to prioritize support requests based on urgency, business impact, and operational needs.
Ability to work independently and collaboratively with users and IT team members.
ServiceNow experience, including ticket intake, routing, documentation, and incident management.
Experience using comparable IT Service Management (ITSM) or Help Desk ticketing platforms.
Knowledge of basic LAN/Wi-Fi troubleshooting and network connectivity concepts.
Experience supporting enterprise desktop hardware, mobile devices, and peripherals.
Ability to lift, carry, move, and position IT equipment and related materials weighing up to 35 pounds, with or without reasonable accommodation.
Ability to inspect, test, configure, and prepare desktop computers, laptops, printers, monitors, and related equipment.
Ability to work at a desk, use a computer and phone for extended periods.
Customer focus and professionalism
Technical curiosity and practical troubleshooting
Urgency, ownership, and follow-through
Teamwork and collaboration
Attention to detail and equipment accountability
Integrity, discretion, and responsible handling of company systems and data

Nice To Haves

Associate degree in Computer Information Systems, Information Technology, or a related field preferred; or an equivalent combination of education, training, and at least two years of relevant technical support experience.

Responsibilities

Serve as the primary point of contact for incoming IT support requests received by phone, email, and the ServiceNow Support Portal.
Create, prioritize, document, and manage support tickets while ensuring accurate issue documentation and timely follow-up.
Perform Level 1 troubleshooting for desktop computers, laptops, printers, monitors, mobile devices, handhelds, peripherals, Microsoft 365 applications, user accounts, and common connectivity issues.
Resolve first-level incidents whenever possible and escalate unresolved or complex issues to the appropriate IT support teams with complete documentation.
Communicate professionally with end users by providing timely status updates and clear technical guidance.
Evaluate, inspect, test, and document returned IT equipment from field locations to determine repair, redeployment, or disposal requirements.
Maintain accurate equipment inventory records and assist with asset lifecycle management.
Follow established IT service management processes, security standards, and company policies.