Technical Support Specialist

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

27d•$23 - $25•Onsite

About The Position

The Technical Support Specialist provides technical support for American Food & Vending end users, including employees in the corporate office, assigned local buildings, and field operations. This role supports the technology that keeps daily hospitality, dining, vending, micro market, office coffee, and business operations moving, including PCs, printers, mobile phones, handheld devices, supported business applications, and user access needs. The successful candidate will combine strong customer service, practical technical troubleshooting, clear communication, urgency, and follow-through. This non-exempt position supports two assigned buildings located in close proximity and requires reliable transportation to travel between locations as business needs require.

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.
Basic to moderate understanding of Active Directory concepts, user accounts, security groups, permissions, and password/account troubleshooting.
Strong customer service orientation with the ability to remain calm, professional, and helpful when users are under operational pressure.
Excellent verbal and written communication skills, including the ability to explain technical steps in plain language.
Strong analytical, technical, problem-solving, follow-up, and multitasking skills.
Ability to prioritize support requests based on urgency, business impact, and operational need.
Ability to work independently, as part of the IT team, and in partnership with users across corporate, building, and field environments.
Reliable transportation, a valid driver's license, and current auto insurance required to support two assigned buildings and travel between locations as needed during the workday.

Nice To Haves

ServiceNow experience is highly desired, including ticket intake, documentation, routing, resolution tracking, and queue management.
Experience using a comparable ticketing / IT service management platform.
Experience supporting Vendmax, Great Plains, handheld route devices, or similar business operations systems.
Knowledge of network protocols and basic LAN/Wi-Fi troubleshooting.
Exposure to SQL or basic database concepts.
CompTIA A+ certification or comparable technical training.

Responsibilities

Serve as the point of contact for end-user support requests received by phone, email, and the Support Portal / ServiceNow queue.
Troubleshoot common hardware, software, mobile device, handheld, printer, network connectivity, and application issues independently and in partnership with other IT team members.
Support business applications and services, including Vendmax, Great Plains, intranet resources, email, Microsoft 365 applications, ServiceNow, and other approved company systems.
Escalate complex or recurring issues to the appropriate IT team member with clear documentation, relevant troubleshooting steps, and business impact noted.
Configure, deploy, deliver, install, and support replacement PCs, printers, handhelds, mobile devices, peripherals, and related equipment for corporate, assigned building, and field users.
Pack, ship, receive, and track IT equipment for remote locations and field operations, ensuring hardware movements are accurately recorded in System Tracker or other approved inventory tools.
Maintain accurate issue records, work notes, inventory updates, resolutions, and knowledge documentation in the Support Portal / ServiceNow and related systems.
Provide onboarding technology support and training for new hires, including account access, device setup, supported applications, acceptable use expectations, and basic troubleshooting guidance.
Develop, update, and distribute end-user and IT documentation, training materials, and net-change communications as requested.
Participate in system upgrades, user acceptance testing, rollout planning, documentation, and post-deployment support.
Build effective working relationships with users at all levels of the organization and communicate resolutions in a clear, confident, tactful, and professional manner.
Model appropriate use of company technology and reinforce company standards for safeguarding, maintaining, and responsibly using issued equipment.
Travel between two assigned buildings as needed to provide hands-on technical support, equipment delivery, setup, troubleshooting, and follow-up.
Provide occasional after-hours or on-call technical support as business needs require.