IT Help Desk Technician

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.

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.

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 elevate 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  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 eliminate exceptions to appropriate personnel

• Occasional (sometimes overnight) travel to stores and warehouse facilities for installations and to troubleshoot IT systems

• Other duties as assigned
  Qualifications:

• 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
  Technical Skills

• 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

• Experience supporting Warehouse Management System (WMS) devices, such as handheld scanners and…