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 escalate 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.