Level 1 IT Helpdesk Technician

• 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.

• Basic understanding of Windows & Linux computers, common applications, and computer hardware.
• Ability to troubleshoot common technical problems using a background fundamentals & a logical, step-by-step approach.
• Attention to detail when entering data, following procedures, and documenting work.
• Ability to prioritize requests and recognize when an issue needs escalation & when not.
• Reliability, follow-through, and a willingness to ask for help when needed.
• Willingness to learn and expand technical expertise.

Preferred Experience

• Previous helpdesk, technical support.
• Retail or grocery experience, particularly with POS systems.
• Familiarity with ECRS, Jira Service Management, Confluence, or similar platforms.
• Basic knowledge of Microsoft 365, Active Directory, and networking concepts.
• Relevant technical coursework, training, or an entry-level IT certification.

Work Environment and Scheduling

• Work is performed on-site in a busy grocery retail environment, including areas with elevated noise levels.
• Work may involve bending, reaching, pushing, pulling, and lifting or moving equipment weighing up to 50 pounds, with assistance or reasonable accommodation as applicable.
• The role involves working in areas where fresh foods, dried goods, spices, and other food products are handled.
• Scheduling flexibility is required and may include mornings, evenings, weekends, and holidays.