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# Level 1 IT Helpdesk Technician

- **Company:** Farmer Joe's Market, LLC
- **Location:** Cape Coral, FL, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Confluence, JIRA, Computer Maintenance, Computer Networks, Desktop Computing, Linux, Domain Name System (DNS), Packet Analyzer, Ping (Networking Utility), Office365, Computer Equipment, Information Technology
- **Published:** September 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=8c1814ed5e0a70d8

## About the Role

* 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.

## Description

* 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.