Frontline IT Help Desk Technician

Model Dairy LLC; Fresno (CA); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

401(k) retirement plan

Job summary

Shehadey Family Foods seeks a dedicated help desk technician to be the first point of contact for end users. You will handle requests in person, by phone, or email across company IT assets.

You will gather details from nontechnical users and provide timely ticket updates, while escalating complex issues with full context. You will troubleshoot hardware/software problems, document steps and resolutions, and maintain installation and configuration records.

Qualifications

• Must have excellent communication and training skills.
• Demonstrate good judgment, problem solving and decision-making abilities.
• Able to work independently and manage multiple tasks with competing deadlines.
• Proactive in communication with internal customers and escalation teams.

Responsibilities

• Serve as first point of contact for end users seeking technical assistance.
• Gather details from nontechnical users to resolve issues accurately and timely.
• Provide timely updates on ticket status and maintain ticket information.
• Escalate unresolved issues with full context to the next level of support staff.
• Troubleshoot, diagnose, and resolve hardware and software issues.
• Document issues, steps taken, and resolutions in the ticketing system.
• Maintain technical documentation for software installations and hardware configurations.
• Identify areas for service improvements and communicate recurring issues to administrators.
• Coordinate with external vendors when needed to resolve tickets.
• Complete assigned projects promptly and report status to management.
• Perform other duties as assigned.

Skills

Communication skills

Training skills

Problem solving

Organizational skills

Customer service

Education

High School Diploma or GED

Tools

Ticketing systems

Job description

Shehadey Family Foods seeks a dedicated help desk technician to be the first point of contact for end users. You will handle requests in person, by phone, or email across company IT assets.

You will gather details from nontechnical users and provide timely ticket updates, while escalating complex issues with full context. You will troubleshoot hardware/software problems, document steps and resolutions, and maintain installation and configuration records.