Level 1 IT Helpdesk Technician

Socket.dev; Cape Coral (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

Farmer Joe’s is seeking a Level 1 IT Helpdesk Technician to provide frontline support to employees, resolve common issues, and help keep daily store operations running smoothly.

You will log and categorize tickets, perform resets and setup, and assist with POS devices in a fast-paced grocery environment. This is an on-site role with learning opportunities and a collaborative IT team.

Qualifications

• Basic understanding of Windows and Linux computers, common applications and hardware.
• Ability to troubleshoot problems with a logical, step-by-step approach.
• Attention to detail when entering data and documenting work.
• Ability to prioritize requests and recognize escalation needs.
• Reliability, follow-through, and willingness to ask for help.
• Willingness to learn and expand technical expertise.

Responsibilities

• Serve as the first point of contact for employee IT support requests.
• Record, categorize, and prioritize tickets with documentation of troubleshooting and resolution.
• Troubleshoot issues with Windows, Microsoft 365, user logins, printers, scanners, and POS equipment.
• Follow established procedures and escalate unresolved or high-impact issues.
• Keep employees informed about requests and meet response targets.
• Set up, install, and replace computers, peripherals, and approved equipment.
• Perform routine password resets, account setup, and access changes.
• Onboard and offboard employees using established checklists.
• Enter and update POS items and other system information per procedures.
• Perform basic network checks and report advanced issues (packet captures, ping, DNS).
• Maintain equipment inventory and organize IT supplies.
• Help employees use supported hardware and software.
• Follow security procedures and report potential incidents.
• Update knowledge-base articles and assist with IT projects.

Skills

Windows basics

Linux basics

Troubleshooting

Data entry accuracy

Prioritization

Willingness to learn

Education

Entry-level IT certification

Tools

Jira Service Management

Confluence

Microsoft 365

Active Directory

Job description

Description

Farmer Joe’s is seeking a Level 1 IT Helpdesk Technician to provide frontline technical support to our employees and help keep daily store operations running smoothly. This hands‑on role is ideal for someone with a foundation in computer troubleshooting, strong customer service skills, and a strong desire to learn. You will resolve common technical issues, complete routine IT tasks, and work with our team on problems requiring additional investigation.

Key Responsibilities

• 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 elevate 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.

Requirements

Required Qualifications

• 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.