Information Technology Support Technician

True Story Foods; Fairfield (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

True Story Foods in California is seeking an adaptable IT Support Technician to manage help desk operations, support end users, and maintain technology across both office and plant environments. You will triage incidents, provision accounts, deploy workstations, and support ERP workflows with a strong emphasis on SLA targets and ITIL-aligned processes.

The role includes hands-on production floor support, staff training, and participation in IT maturity projects to advance our systems and

Qualifications

• 2+ years of hands-on technical support or help desk experience.
• Familiarity with ITIL 4 incident, request and asset management.

Responsibilities

• Triage, resolve, and document Tier 1–Tier 2 incidents and service requests within SLA timelines.
• Manage user provisioning, password resets, and access using Active Directory and Entra ID.
• Deploy, configure, and maintain office workstations, peripherals, and network connectivity.
• Maintain plant floor equipment readiness including printers, scales, cameras, and cabling.
• Deliver technical orientation and training to users on software, hardware, and ERP workflows.
• Assist in IT infrastructure and process maturity projects.
• Create and update knowledge base documentation, maintenance logs, and asset inventory records.

Skills

Customer service

Troubleshooting

ITIL principles

Training users

Tools

Active Directory

Azure AD / Entra ID

Job description

We are seeking an adaptable IT Support Technician to manage help desk operations, deliver end-user support, and maintain technology across both our office and plant environments. This role balances day-to-day SLA-driven ticket resolution with hands-on production floor support, user onboarding/training, and IT infrastructure maturity projects.

Work Allocation

• 50% Help Desk & Ticket Resolution: Managing queues, diagnosing hardware/software issues, meeting SLA response targets, and executing ITIL-aligned incident management.
• 20% Production & Plant Floor Support: Hands-on maintenance of floor hardware (scanners, scales, industrial printers, surveillance cameras, cabling) in active production areas.
• 20% Office Support & Training: Onboarding staff, laptop provisioning, and leading end-user training for core business tools and ERP systems.
• 10% Infrastructure & IT Maturity Projects: Assisting with planned IT maturity initiatives, hardware rollouts, and infrastructure improvements throughout the year.

Key Responsibilities

• Triage, resolve, and document Tier 1–Tier 2 incidents and service requests within established SLA timelines following ITIL 4 practices.
• Manage user provisioning, password resets, and access permissions using on-premises Active Directory and Entra ID (Azure AD).
• Deploy, configure, and maintain office workstations, laptops, peripherals, and network connectivity.
• Maintain operational readiness of plant floor equipment, including label printers, industrial scales, barcode scanners, surveillance cameras, and network/serial cabling.
• Deliver direct technical orientation and training to users on new software, hardware, and ERP workflows.
• Assist in the execution of IT infrastructure and process maturity projects.
• Create and update knowledge base documentation, maintenance logs, and asset inventory records.

Requirements & Qualifications

• 2+ years of hands-on technical support or help desk experience.
• Proven ability to navigate on-premises Active Directory and Entra ID for identity and access management.
• Practical understanding of ITIL 4 framework practices (Incident, Request, and Asset Management); formal certification not required.
• Strong troubleshooting skills across Windows OS, networking fundamentals (LAN, TCP/IP), and standard office productivity suites.
• Strong focus on customer service, user training, and strict adherence to SLA response/resolution targets.
• Ability to meet physical demands: lifting up to 50 lbs, climbing ladders, working in cold/refrigerated processing environments, and periodic use of required Personal Protective Equipment (PPE).

Preferred Qualifications (Nice to Have)

• Prior experience supporting IT in a food processing or manufacturing facility.
• Experience with CSB-System (ERP).
• Experience with basic SQL querying or Power BI reporting.
• Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified).