Level 1 IT Helpdesk Technician

Farmer Joe’s is seeking a Level 1 IT Helpdesk Technician to provide frontline technical support to our employees and help keep daily store operations running smoothly. This hands-on role is ideal for someone with a foundation in computer troubleshooting, strong customer service skills, and a strong desire to learn. You will resolve common technical issues, complete routine IT tasks, and work with our team on problems requiring additional investigation.

Key Responsibilities

• Serve as the first point of contact for employee IT support requests.
• Record, categorize, and prioritize tickets, documenting the issue, troubleshooting performed, and resolution.
• Troubleshoot common issues involving Windows computers, Microsoft 365 applications, user logins, printers, scanners, scales, and POS equipment.
• Follow established troubleshooting procedures and escalate unresolved or high-impact issues
• Keep employees informed about their requests and meet established response and resolution targets.
• Set up, install, and replace computers, peripherals, and other approved equipment.
• Perform routine password resets, account setup, and access changes following identity verification and approval procedures.
• Preform employee onboarding and offboarding using established checklists.
• Enter and update POS items and other system information accurately using approved requests and procedures.
• Perform basic network connectivity checks and report issues requiring advanced troubleshooting such as Packet captures, Ping's & DNS resolution.
• Maintain equipment inventory and organize IT supplies, spare equipment, and work areas.
• Help employees use supported hardware and software.
• Follow security procedures and promptly report & contain suspicious activity or potential security incidents.
• Update knowledge-base articles and assist with scheduled maintenance and IT projects as assigned.