IT Help Desk Technician

Summary 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. Pay: $23.00 per hour - $25.00 per hour Location: Liverpool NY 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. 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 elevate unresolved or complex from 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. Qualifications 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. 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. 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 Education Required, High School Preferred, Associates degree or higher About Us American Food & Vending began vending operations in Ithaca, NY, over eighty years ago and has become one of the largest privately held hospitality service partners in the United States. As a family-owned boutique company, we have evolved into a dining and catering service provider. In 2012, the second and third family generations expanded the company nationally by adding our dining division, American Dining Creations. Today we provide service to guests in 24 states, over 50 cities, and employee more than 2,000 employees. American Food & Vending and American Dining Creations strongly focus on service, technology, partnerships, and hospitality, which is evident in everything we do. Our national ranking as one of the Top 50 Contract Management Companies highlights our commitment to excellence. We are a company of culinary enthusiasts. Our award-winning chefs are always exploring innovative, creative, and on-trend dining and refreshment solutions. As part of our combined services, we provide café dining, mobile ordering, catering, events, grab-and-go programs, vending and refreshment solutions, advanced micro markets, coffee services, pantry services, water filtration and purification. We are committed to enhancing the guest experience and partnering with our communities to provide outstanding service, innovation, sustainability, and customization. American Food & Vending Offers Weekly pay 401K with company match Delicious employee meal and beverage during your shift Employee Referral Bonus Program Employee Assistance Program Some positions may include flexible hours and shifts Eligible employees offered Medical, Prescription, Dental, and Vision Plans Uniforms and Safety Shoes provided Learning and advancement opportunities American Food & Vending is an Equal Opportunity Employer. #J-18808-Ljbffr American Dining Creations