IT Help Desk Technician

IT Help Desk TechnicianRestaurant Depot is the nation's leading members-only, wholesale cash-and-carry supplier serving independent restaurants, caterers, delis, convenience stores, & other food service businesses across 165+ locations in 35 states. Our facilities rely on technology to support high-volume operations across our corporate offices, warehouses, & field locations. As we continue to grow, we are seeking a motivated, customer-focused Help Desk Technician to provide technical support & ensure reliable day-to-day technology operations across the organization.Position SummaryThe Help Desk Technician is responsible for providing technical support to employees & resolving escalated hardware, software, networking, & user access issues. This role serves as an escalation point for issues that cannot be resolved at the initial support level while providing timely, professional service to internal users.The ideal candidate is a hands-on problem solver with strong technical troubleshooting skills, a customer-service mindset, & experience supporting Microsoft-based environments. This individual should be comfortable managing multiple support requests, diagnosing technical issues, & communicating solutions clearly to users with varying levels of technical knowledge.Key ResponsibilitiesTechnical Support & TroubleshootingProvide technical support to employees through phone, email, chat, & ticketing systemsDiagnose & resolve escalated hardware, software, network, connectivity, & peripheral issuesSupport Windows workstations, laptops, printers, mobile devices, & related equipmentTroubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, & related servicesTroubleshoot VPN, Wi-Fi, LAN, & other network connectivity issuesInstall, configure, maintain, & troubleshoot computers, software applications, & peripheral devicesEscalate complex infrastructure, security, or application issues to the appropriate IT teamsUser Access & Systems AdministrationAdminister & troubleshoot user accounts, passwords, permissions, & access issuesSupport Active Directory & Microsoft Entra ID account administrationAssist with employee onboarding & offboarding, including account creation, access management, & equipment provisioningSupport endpoint management, software deployment, patching, & system updatesFollow established IT security, data protection, & acceptable-use policiesHelp Desk Operations & IT SupportManage & prioritize support tickets according to established service-level agreements (SLAs)Document troubleshooting steps, resolutions, procedures, & knowledge-base articlesMaintain accurate inventory records for IT equipment & assigned assetsSupport system upgrades, equipment refreshes, technology rollouts, & other IT projectsIdentify recurring technical issues & opportunities to improve support processesProvide professional, responsive, & customer-focused support to employees across the organizationQualifications2+ years of experience in help desk, desktop support, technical support, or a related IT roleExperience providing Level I/II technical supportExperience supporting Windows 10/11 environmentsExperience supporting Microsoft 365 applications & servicesWorking knowledge of Active Directory, Microsoft Entra ID, & user account administrationBasic understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, & network troubleshootingExperience working with ticketing or help desk systemsStrong troubleshooting, analytical, & problem-solving skillsStrong written & verbal communication skillsAbility to prioritize multiple requests & work effectively in a fast-paced environmentStrong customer-service mindset & professional demeanorPreferred QualificationsExperience supporting users across multiple locations or distributed environmentsExperience with endpoint management, software deployment, & patch management toolsFamiliarity with IT asset management & equipment inventory processesExperience supporting employee onboarding & offboarding processesRelevant IT certifications such as CompTIA A+, Network+, Microsoft, or equivalentExperience in wholesale, distribution, retail, or another high-volume environmentCompensation & BenefitsCompetitive salary commensurate with experienceMedical, Dental & Vision Insurance Coverage401(k) Retirement Plan with Employer MatchPaid Time Off (PTO) in accordance with company policySix (6) Paid Company HolidaysTuition Reimbursement Program, subject to eligibility & plan guidelinesAdditional Voluntary Supplemental Benefits, which may include life insurance, disability coverage, employee assistance programs, & other optional benefitsCompetitive & Comprehensive Benefits Package Designed to Support You & Your Family