IT Helpdesk Support Technician

Gourmet Trading Company; Redondo Beach (CA); In loco; USD 52.000 - 70.000; Tempo pieno

Descrizione del lavoro

Gourmet Trading Company is seeking an IT Helpdesk Support Technician to respond to user requests across multiple platforms and support workstations, cyber defense, and device management in office, warehouse, farm, and field environments.

You will provide Level 1 support via phone, email, Teams, and on-site visits, triage tickets, and maintain hardware and software across Windows, Microsoft 365, Outlook, and SharePoint. Collaboration with IT security and onboarding processes is essential.

Competenze

• 0-3 years of helpdesk/desktop support experience.
• Bilingual English/Spanish communication skills.
• Working knowledge of Windows, Microsoft 365, Teams, Outlook, browsers, printers, mobile devices, and standard office hardware.
• Ability to diagnose common hardware/software/ connectivity issues with structured troubleshooting steps.
• Basic understanding of user accounts, MFA, Wi-Fi, VPN, TCP/IP, endpoint security, and password practices.
• Ability to document work clearly in tickets, asset systems, notes, and knowledge bases.
• Excellent customer service and communication skills; able to explain tech to non-technical users.
• Reliable, self-motivated team player; able to work independently and prioritize tasks.
• Willingness to work after-hours as business needs require.
• Ability to sit/stand/walk and handle IT equipment up to 50 pounds; work in office, warehouse, production, farm, and field environments.

Mansioni

• Provide Level 1 helpdesk support via phone, email, Teams, remote tools, and in-person visits.
• Log, triage, prioritize, and resolve or escalate tickets with clear notes.
• Set up and maintain computers, mobile devices, printers, scanners, peripherals, and basic network equipment.
• Support Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and approved software.
• Assist with onboarding/offboarding, password resets, MFA enrollment, device assignments, and access requests.
• Maintain asset records, checklists, documentation, and knowledge-base articles.
• Support cybersecurity basics, phishing awareness, MFA, endpoint security, and incident escalation.
• Participate in after-hours support, maintenance, deployments, and urgent issue response.

Conoscenze

Bilingual English/Spanish

Windows 365/Outlook/Teams

Troubleshooting steps

Account permissions & MFA

Ticket/documentation skills

Customer service

Teamwork/independent work

Physical setup of IT gear

Work in field environments

Strumenti

Jira Service Management

Freshservice

Zendesk

ServiceNow

ManageEngine

Descrizione del lavoro

POSITION SUMMARY:

The IT Helpdesk Support Technician responds to user requests across multiple communication and support platforms. This role supports work stations, company IT cyber defense, end-user troubleshooting, and device management for office, warehouse, farm and filed environments.

KEY RESPONSIBILITIES:

• Provide Leve 1 helpdesk support by pone, email, Teams, remote tools, and in-person/site visits.
• Triage, log, prioritize, update, resolve, and elevate support tickets with clear troubleshooting notes and next steps.
• Sup up, deploy, troubleshoot, and maintain, computers, mobile devices, printers, scanners, handhelds, peripherals, and basic network equipment.
• Support Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, approved software, browsers, printers, Wi‑Fi, VPN, and connectivity issues.
• Assist with on boarding/offboarding, password resets, MFA enrollment, device assignments, access requests, and basic permission changes under IT procedures.
• Maintain asset records, devices checklists, support documentation, knowledge‑base articles, and accurate user status updates.
• Support cyber security basics, including phishing awareness, password hygiene, MFA use, secure device handling, endpoint alerts, and escalation of suspected incidents.
• Participate in after‑hours support, scheduled maintenance, equipment deployments, urgent issue response, and other IT duties as assigned.

REQUIRED QUALIFICATIONS:

• 0-3 years of helpdesk, service desk, desktop support, technical support, or hands‑on troubleshooting experience; internships, coursework, certifications, or equivalent practical experience may be considered.
• Bilingual English/Spanish communication skills required.
• Working knowledge of Windows computers, Microsoft 365, Teams, Outlook, common browsers, printers, mobile devices, and standard office hardware.
• Ability to diagnose common hardware, software, account, printer, peripheral, and connectivity issues using structured trouble shooting steps.
• Basic understanding of user accounts, permission, MFA, Wi‑Fi, VPN, TCP/IP fundamentals, endpoint security, and secure password practices.
• Ability to document work clearly in tickets, asset systems, project notes, and knowledge‑base articles.
• Excellent customer service, communication, follow‑through, and interpersonal skills, including the ability to explain technical issues to non‑technical users.
• Reliable, self‑motivated team player who can work independently, prioritize tasks, learn company‑specific systems, and maintain professionalism under time‑sensitive conditions.
• Ability to work occasional evenings, weekends, or after‑hours assignments as business needs require.
• Ability to sit, stand, walk and set up IT equipment and related supplies weighing up to 50 pounds within company safety guidelines.
• Ability to work in office, warehouse, production, farm and field environments as needed.

TRAVEL REQUIREMENTS:

• Travel is required for approximately six months out of the year to support onboarding, training, equipment deployment, and company locations, warehouses, farms, and field operations.
• Candidate must be able to and willing to travel domestically and internationally as business needs require, including overnight trips and occasional short‑notice schedule changes.
• Candidate must currently possess, or able to obtain before required travel, a valid passport and any other travel documents or visas needed to support international business travel.
• Candidate must maintain a valid driver license and acceptable driving record when operating company, rental, or personal vehicles for business travel.

PREFERED QUALIFICATIONS:

• Experience with helpdesk or IT service‑management tools such as Jira Service Management, Freshservice, Zendesk, ServiceNow, ManageEngine, or similar systems.
• Exposure to MicrosoftEntra ID/Azure AD, Active Directory, endpoint management, remote monitoring tools, or mobile device management.
• Familiar with cybersecurity fundamentals, endpoint protection, asset tagging, inventory management, device lifecycle tracking, or hardware procurement coordination.
• Comp TIA A+, Microsoft365 Fundamentals, Google ITSupport, Network+, or similar entry‑level certification completed or in progress.
• Experience supporting agricultural, warehouse, logistics, food distribution, manufacturing, retail, or multi‑site field environments.

TOOLS AND SYSTEM EXPOSURE:

Windows, Microsoft365, Teams, Outlook, OneDrive, SharePoint, ticketing systems, remote support tools, endpoint‑management tools, MFA tools, antivirus/endpoint protection, asset inventory system, printers, scanners, handheld devices, tablets, phones, desktops, and laptops, Wi‑Fi equipment, and basic network hardware.