IT Help Desk Technician I

Job Description

Job Description

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. If you think you have what it takes, but don't necessarily check every box in the job description, we encourage you to still apply. We'd like to learn more about you and see if you could be a great fit for our team! 

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 escalate 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 ID and 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 escalate 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:
Customer Service & Communication

• 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 warehouse-rated mobile computers, a plus
• Experience supporting VoIP phone systems or conferencing/collaboration hardware, a plus

Account, Identity & Security

• Basic understanding of account access, password resets, multifactor authentication, permissions and secure identity-verification practices, including user and group administration in Active Directory, Microsoft Entra ID and the Microsoft 365 Admin Center
• Ability to learn new technologies and follow established security, access-control and data-handling procedures

Networking

• Basic understanding of networking concepts, including Wi-Fi, Ethernet, IP addressing, DHCP, DNS and VPN connectivity
• Working knowledge of physical network infrastructure, including cabling, patch panels, switches and SD-WAN devices

Organization & Availability

• Strong organization and time-management skills, including the ability to prioritize incidents based on urgency and business impact
• Availability to participate in the stated on-call, after-hours and weekend rotation
• Ability to travel to company locations as required, with a valid California driver’s license and a driving record acceptable under company policy
• Ability to perform occasional lifting/moving/carrying of items weighing up to 50-75lbs.

Preferred Qualifications:

• Associate's degree in a technical, business, or related field preferred
• Six to twelve months of customer-facing technical support, service desk, desktop support, retail technology support or comparable troubleshooting experience
• Experience supporting point-of-sale, ERP, and/or Warehouse Management Systems and related retail devices, such as scanners, payment terminals, receipt printers and network-connected peripherals
• Exposure to account provisioning and deprovisioning using an identity-management or directory platform
• Experience with a ticketing system, remote-support tool, endpoint-management or imaging platform, or mobile-device-management system
• CompTIA A+ or comparable entry-level IT support certification or training
• Pursuit of or interest in advancing certifications such as CompTIA Network+ or Security+, or Microsoft certifications (e.g., MD-102: Endpoint Administrator, MS-900: Microsoft 365 Fundamentals)

PFE Perks:

• Grow with us: Many potential career paths and options for advancement within the company 

• Pet Friendly Workplace - bring your well-behaved pup! 

• Generous in-store employee discount that extends to your family 

• Health with FSA options, dental, vision insurance, even pet insurance! 

• Plan for the future: 401k with employer match 

• Get Rewarded: Employee referral bonuses 

• Competitive Paid Time Off 

The salary range for this position is expected to be $25 - $30 per hour. Pet Food Express determines starting salary based on many factors, including but not limited to, local market rate, the qualified pool of candidates, internal compensation practices, a candidate’s actual skills and experience. 

About the Company

Pet Food Express is a leading California-based pet specialty retailer with a passion for improving the lives of pets and their owners. Our philosophy revolves around the belief that pets are part of the family, deserving of the best care possible. Since our inception, Pet Food Express has been committed to making a positive impact on the communities we serve by promoting responsible pet ownership, supporting various animal welfare initiatives, and ensuring pets are happy, healthy and homed. With over 60 locations across the state, Pet Food Express has become a trusted destination for pet parents seeking high-quality products and personalized advice from knowledgeable and dedicated staff.  

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities.

Pet Food Express is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, sexual orientation, gender identity, or any other characteristics protected by applicable law. This applies to all Pet Food Express activities, including, but not limited to, recruitment, hiring, compensation, assignment, training, promotion, performance evaluation, discipline and discharge. Pet Food Express also provides reasonable accommodation of religion and disability in accordance with applicable law. We celebrate diversity and are committed to creating an inclusive environment for all employees. Pet Food Express is a place where everyone can learn and grow. However you identify and whatever your background, please apply if this is a role that would make you excited to come to work every day.

For applicants in our San Francisco, or Los Angeles locations: Pursuant to the San Francisco Fair Chance Ordinance, as well as the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment, qualified applicants with arrest and conviction records in a manner consistent with the law.

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