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IT Helpdesk Support Technician Tier 1

POSITION SUMMARY:

The IT Helpdesk Support Technician responds to user requests across multiple communication and support platforms. This role supports work stations, company IT cyber defense, end-user troubleshooting, and device management for office, warehouse, farm and filed environments.

KEY RESPONSIBILITIES:

• Provide Leve 1 helpdesk support by pone, email, Teams, remote tools, and in-person/site visits.
• Triage, log, prioritize, update, resolve, and escalate support tickets with clear troubleshooting notes and next steps.
• Sup up, deploy, troubleshoot, and maintain, computers, mobile devices, printers, scanners, handhelds, peripherals, and basic network equipment.
• Support Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, approved software, browsers, printers, Wi-Fi, VPN, and connectivity issues.
• Assist with on boarding/offboarding, password resets, MFA enrollment, device assignments, access requests, and basic permission changes under IT procedures.
• Maintain asset records, devices checklists, support documentation, knowledge-base articles, and accurate user status updates.
• Support cyber security basics, including phishing awareness, password hygiene, MFA use, secure device handling, endpoint alerts, and escalation of suspected incidents.
• Participate in after-hours support, scheduled maintenance, equipment deployments, urgent issue response, and other IT duties as assigned.

REQUIRED QUALIFICATIONS:

• 0-3 years of helpdesk, service desk, desktop support, technical support, or hands-on troubleshooting experience; internships, coursework, certifications, or equivalent practical experience may be considered.
• Bilingual English/Spanish communication skills required.
• Working knowledge of Windows computers, Microsoft 365, Teams, Outlook, common browsers, printers, mobile devices, and standard office hardware.
• Ability to diagnose common hardware, software, account, printer, peripheral, and connectivity issues using structured trouble shooting steps.
• Basic understanding of user accounts, permission, MFA, Wi-Fi, VPN, TCP/IP fundamentals, endpoint security, and secure password practices.
• Ability to document work clearly in tickets, asset systems, project notes, and knowledge-base articles.
• Excellent customer service, communication, follow-through, and interpersonal skills, including the ability to explain technical issues to non-technical users.
• Reliable, self-motivated team player who can work independently, prioritize tasks, learn company-specific systems, and maintain professionalism under time-sensitive conditions.
• Ability to work occasional evenings, weekends, or after-hours assignments as business needs require.
• Ability to sit, stand, walk and set up IT equipment and related supplies weighing up to 50 pounds within company safety guidelines.
• Ability to work in office, warehouse, production, farm and field environments as needed.

TRAVEL REQUIREMENTS:

• Travel is required for approximately six months out of the year to support onboarding, training, equipment deployment, and company locations, warehouses, farms, and field operations.
• Candidate must be able to and willing to travel domestically and internationally as business needs require, including overnight trips and occasional short-notice schedule changes.
• Candidate must currently possess, or able to obtain before required travel, a valid passport and any other travel documents or visas needed to support international business travel.
• Candidate must maintain a valid driver license and acceptable driving record when operating company, rental, or personal vehicles for business travel.

PREFERED QUALIFICATIONS:

• Experience with helpdesk or IT service-management tools such as Jira Service Management, Freshservice, Zendesk, ServiceNow, ManageEngine, or similar systems.
• Exposure to MicrosoftEntra ID/Azure AD, Active Directory, endpoint management, remote monitoring tools, or mobile device management.
• Familiar with cybersecurity fundamentals, endpoint protection, asset tagging, inventory management, device lifecycle tracking, or hardware procurement coordination.
• Comp TIA A+, Microsoft365 Fundamentals, Google ITSupport, Network+, or similar entry-level certification completed or in progress.
• Experience supporting agricultural, warehouse, logistics, food distribution, manufacturing, retail, or multi-site field environments.

TOOLS AND SYSTEM EXPOSURE:

Windows, Microsoft365, Teams, Outlook, OneDrive, SharePoint, ticketing systems, remote support tools, endpoint-management tools, MFA tools, antivirus/endpoint protection, asset inventory system, printers, scanners, handheld devices, tablets, phones, desktops, and laptops, Wi-Fi equipment, and basic network hardware.

Gourmet Trading Company is an equal opportunity employer. We value a diverse workforce across all spectrums, including opinion and experience. We offer competitive compensation, excellent benefit package. Employer pays 100% of employee premium; medical, dental, life insurance &ADD, LTD. We also offer vacation pay, PTO, holidays and 401k after six months of service with employer match.