IT Support Technician

The Food Source International, Inc.; Exton (PA); On-site; USD 42,000 - 64,000; Full time

Job summary

The Food Source International is seeking an IT Support Technician to serve as the first point of contact for employees, handling tickets, hardware, software, and basic network issues. Based at our Exton, PA office, you will manage the help desk, configure equipment, and coordinate with vendors.

The ideal candidate is patient, organized, with strong customer service and communication skills, capable of working independently and with the team, and willing to travel to the Pottstown warehouse

Qualifications

• 13 years of experience in a help desk, IT support, or similar technical support role preferred.
• Associate degree in Information Technology, Computer Information Systems, or a related field preferred; equivalent work experience will be considered.
• Strong troubleshooting and problemsolving skills.
• Comfortable supporting Windows computers and Microsoft 365 applications.
• Experience with SharePoint, Teams, and Microsoft 365 applications is a plus.
• Familiarity with basic networking concepts, printers, peripherals, and mobile devices.
• Experience working with a ticketing or help desk system is preferred.
• Strong communication and customer service skills.
• Ability to explain technical issues clearly to nontechnical employees.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple support requests in a fastpaced environment.
• Ability to work independently while also collaborating with the broader team.

Responsibilities

• Provide firstlevel technical support to employees in person, by phone, email, and Microsoft Teams.
• Create, track, prioritize, and resolve support tickets using the company help desk system.
• Monitor the ticket queue and elevate support requests based on urgency, complexity, required involvement, or the system affected.
• Coordinate and elevate support requests involving warehouse technology, including tablets, scanners, hip printers, label printers, and other mobile or specialized devices, to the appropriate IT resource or vendor.
• Troubleshoot common hardware, software, printer, network, and connectivity issues.
• Set up and configure computers, monitors, phones, printers, and other technology equipment as directed.
• Assist employees with accountrelated issues and elevate permissions, access, licensing, and administrative requests to the appropriate IT resource.
• Install and update approved software and applications as directed.
• Maintain accurate records of support requests, troubleshooting performed, resolutions, escalations, and equipment.
• Elevate complex technical issues to the appropriate IT resource or vendor and communicate ticket status to the requester.
• Assist with maintaining company hardware and technology inventory.
• Provide basic training and guidance to employees on software, systems, and technology.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, SharePoint, and related tools.
• Provide basic assistance with Excel spreadsheets and reports, including formatting, filters, simple formulas, and data organization.
• Assist with basic SharePoint content, lists, document libraries, and page updates as directed, while elevate permissions and administrative changes.
• Assist with maintaining IT documentation, procedures, and troubleshooting guides.
• Follow company security policies and assist users with safe technology practices, including password management, phishing awareness, and account security.
• Provide support for technology needs at company meetings and other events.
• Travel to the Pottstown warehouse occasionally to provide onsite IT support and coordinate escalation when needed.
• Perform other ITrelated duties and projects as needed.

Skills

Help desk

Windows support

Microsoft 365

Customer service

Ticketing system

Education

Associate degree in IT

Tools

SharePoint

Teams

Microsoft 365 apps

Job description

About The Food Source International

The Food Source International is a growing food ingredient and seasoning company with a passion for quality, innovation, and great people. As our company continues to grow, we are looking for an IT Support Technician to provide reliable, friendly, and timely technical support to our employees.

The Food Source International is a growing food ingredient and seasoning company with a passion for quality, innovation, and great people. As our company continues to grow, we are looking for an IT Support Technician to provide reliable, friendly, and timely technical support to our employees.

Why Join The Food Source International?

At The Food Source International, we believe our people are at the heart of our success. We are a growing company where employees have the opportunity to make an impact, work with a collaborative team, and grow alongside the organization.

Our Culture Is Built Around Our T.A.S.T.E. Values

Trust | Adaptability | Support | Teamwork | Energy

Position Summary

The IT Support Technician will serve as the first point of contact for employees experiencing technology-related issues. This role will monitor and manage incoming support tickets, resolve common hardware and software issues, and elevate requests that require elevated access, specialized system knowledge, or administrative involvement. The ideal candidate is patient, organized, solutions-oriented, and comfortable working with employees at all levels of the organization.

Key Responsibilities

• Provide firstlevel technical support to employees in person, by phone, email, and Microsoft Teams.
• Create, track, prioritize, and resolve support tickets using the company help desk system.
• Monitor the ticket queue and elevate support requests based on urgency, complexity, required involvement, or the system affected.
• Coordinate and elevate support requests involving warehouse technology, including tablets, scanners, hip printers, label printers, and other mobile or specialized devices, to the appropriate IT resource or vendor.
• Troubleshoot common hardware, software, printer, network, and connectivity issues.
• Set up and configure computers, monitors, phones, printers, and other technology equipment as directed.
• Assist employees with accountrelated issues and elevate permissions, access, licensing, and administrative requests to the appropriate IT resource.
• Install and update approved software and applications as directed.
• Maintain accurate records of support requests, troubleshooting performed, resolutions, escalations, and equipment.
• Elevate complex technical issues to the appropriate IT resource or vendor and communicate ticket status to the requester.
• Assist with maintaining company hardware and technology inventory.
• Provide basic training and guidance to employees on software, systems, and technology.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, SharePoint, and related tools.
• Provide basic assistance with Excel spreadsheets and reports, including formatting, filters, simple formulas, and data organization.
• Assist with basic SharePoint content, lists, document libraries, and page updates as directed, while elevate permissions and administrative changes.
• Assist with maintaining IT documentation, procedures, and troubleshooting guides.
• Follow company security policies and assist users with safe technology practices, including password management, phishing awareness, and account security.
• Provide support for technology needs at company meetings and other events.
• Travel to the Pottstown warehouse occasionally to provide onsite IT support and coordinate escalation when needed.
• Perform other ITrelated duties and projects as needed.

Qualifications

• 13 years of experience in a help desk, IT support, or similar technical support role preferred.
• Associate degree in Information Technology, Computer Information Systems, or a related field preferred; equivalent work experience will be considered.
• Strong troubleshooting and problemsolving skills.
• Comfortable supporting Windows computers and Microsoft 365 applications.
• Experience with SharePoint, Teams, and Microsoft 365 applications is a plus.
• Familiarity with basic networking concepts, printers, peripherals, and mobile devices.
• Experience working with a ticketing or help desk system is preferred.
• Strong communication and customer service skills.
• Ability to explain technical issues clearly to nontechnical employees.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple support requests in a fastpaced environment.
• Ability to work independently while also collaborating with the broader team.

What We're Looking For

We're looking for someone who enjoys helping people and solving problems. You do not need to know everything on day one, but you should be curious, willing to learn, and comfortable digging into an issue to find a solution. Our ideal candidate is dependable, approachable, and able to make technology feel less frustrating for the people around them. The ideal candidate enjoys interacting with employees throughout the office, warehouse, and production environments and takes pride in providing excellent customer service.

Career Growth Opportunities

The Food Source International is committed to developing employees and promoting from within whenever possible. This position provides opportunities to expand technical, business systems, reporting, and process improvement skills. A potential growth path includes Senior IT Support Technician and Systems & Applications Analyst. Advancement is based on business needs, demonstrated performance, expanded responsibilities, and readiness for the next role.