Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The IT Help Desk Technician I serves as the first point of contact for all incoming IT support requests. This role is responsible for providing exceptional customer service while performing initial troubleshooting, documenting incidents, resolving Level 1 technical issues, and routing requests to the appropriate IT teams when necessary. This position also supports the company's hardware lifecycle by evaluating, testing, documenting, and processing returned IT equipment from field locations. The successful candidate will combine strong technical aptitude, communication skills, attention to detail, and a commitment to delivering timely support that enables employees across corporate and field operations to remain productive.

Responsibilities

Serve as the primary point of contact for incoming IT support requests received by phone, email, and the ServiceNow Support Portal.
Create, prioritize, document, and manage support tickets while ensuring accurate issue documentation and timely follow-up.
Perform Level 1 troubleshooting for desktop computers, laptops, printers, monitors, mobile devices, handhelds, peripherals, Microsoft 365 applications, user accounts, and common connectivity issues.
Resolve first-level incidents whenever possible and escalate unresolved or complex issues to the appropriate IT support teams with complete documentation.
Communicate professionally with end users by providing timely status updates and clear technical guidance.
Evaluate, inspect, test, and document returned IT equipment from field locations to determine repair, redeployment, or disposal requirements.
Maintain accurate equipment inventory records and assist with asset lifecycle management.
Follow established IT service management processes, security standards, and company policies.

Requirements

Working knowledge of Windows 10 or newer operating systems and Microsoft 365 desktop applications.
Ability to troubleshoot common PC, printer, mobile phone, handheld, peripheral, application, and connectivity issues.
Strong customer service orientation with the ability to remain calm, professional, and helpful under pressure.
Excellent verbal and written communication skills with the ability to explain technical concepts in non-technical language.
Strong analytical, technical, problem-solving, organizational, follow-up, and multitasking skills.
Ability to prioritize support requests based on urgency, business impact, and operational needs.
Ability to work independently and collaboratively with users and IT team members.
ServiceNow experience, including ticket intake, routing, documentation, and incident management.
Experience using comparable IT Service Management (ITSM) or Help Desk ticketing platforms.
Knowledge of basic LAN/Wi-Fi troubleshooting and network connectivity concepts.
Experience supporting enterprise desktop hardware, mobile devices, and peripherals.
Ability to lift, carry, move, and position IT equipment and related materials weighing up to 35 pounds, with or without reasonable accommodation.
Ability to inspect, test, configure, and prepare desktop computers, laptops, printers, monitors, and related equipment.
Ability to work at a desk, use a computer and phone for extended periods.
Customer focus and professionalism
Technical curiosity and practical troubleshooting
Urgency, ownership, and follow-through
Teamwork and collaboration
Attention to detail and equipment accountability
Integrity, discretion, and responsible handling of company systems and data

Skills

Windows 10
Microsoft 365
Troubleshooting
Customer Service
Communication
Problem-solving
Organization
Multitasking
ServiceNow
ITSM
Help Desk Ticketing
LAN/Wi-Fi
Hardware Support
Mobile Device Support
Peripheral Support

Location

Liverpool, New York

Work Type

Full-time

Experience Level

At least two years of relevant technical support experience

Education Level

High School
Associate degree

Salary/Compensations

$23.00 per hour - $25.00 per hour

Benefits

Weekly pay
401K with company match
Delicious employee meal and beverage during your shift
Employee Referral Bonus Program
Employee Assistance Program
Flexible hours and shifts
Medical, Prescription, Dental, and Vision Plans
Uniforms and Safety Shoes provided
Learning and advancement opportunities

About the Company

American Food & Vending began vending operations in Ithaca, NY, over eighty years ago and has become one of the largest privately held hospitality service partners in the United States.
As a family-owned boutique company, we have evolved into a dining and catering service provider.
In 2012, the second and third family generations expanded the company nationally by adding our dining division, American Dining Creations.
Today we provide service to guests in 24 states, over 50 cities, and employee more than 2,000 employees.
American Food & Vending and American Dining Creations strongly focus on service, technology, partnerships, and hospitality, which is evident in everything we do.
Our national ranking as one of the Top 50 Contract Management Companies highlights our commitment to excellence.
We are a company of culinary enthusiasts.
Our award-winning chefs are always exploring innovative, creative, and on-trend dining and refreshment solutions.
As part of our combined services, we provide café dining, mobile ordering, catering, events, grab-and-go programs, vending and refreshment solutions, advanced micro markets, coffee services, pantry services, water filtration and purification.
We are committed to enhancing the guest experience and partnering with our communities to provide outstanding service, innovation, sustainability, and customization.

Equal Opportunity

American Food & Vending is an Equal Opportunity Employer.