Driscoll Foods is seeking a Help Desk Technician I to be the first point of contact for technology support at the Coxsackie, NY facility. This onsite role supports day-to-day operations by troubleshooting hardware and software issues, assisting users across the warehouse and office, and helping keep essential systems running as part of the IT team.

In this position, you will respond to support requests through multiple channels, manage and resolve incidents using the company IT ticketing system, and perform common technology administration and deployment tasks. You will also help document recurring problems and procedures to strengthen the internal knowledge base.

What you’ll do

Act as the first point of contact for end-user support requests coming in by phone, email, in person, and through the IT ticketing system.
Log, categorize, prioritize, and track tickets through resolution, escalating to other IT team members when needed.
Troubleshoot and resolve issues with desktops, laptops, printers, label printers, scanners, handheld/RF devices, tablets, monitors, and telephony equipment.
Handle user account administration tasks such as password resets, account unlocks, and permission requests in Active Directory and Microsoft 365.
Image, configure, and deploy new workstations and mobile devices, including installation and updates of approved software.
Support Microsoft 365 applications including Outlook, Teams, Word, and Excel, plus company line-of-business applications used by warehouse, transportation, and sales teams.
Assist with basic network troubleshooting with guidance from the IT team, including connectivity checks, cable and patch panel verification, and wireless access point issues.
Provide floor-level support in warehouse and freezer/cooler areas for scanning and labeling equipment.
Maintain accurate IT asset and inventory records for hardware, peripherals, and software licenses.
Document recurring issues, resolutions, and step-by-step procedures to build an internal knowledge base.
Support conference room setup for meetings and training sessions, including telephone and audio-visual equipment.
Provide remote support to users at other Driscoll Foods locations and coordinate with IT staff on shared systems and issues.
Follow company IT security policies and promptly report suspected phishing, malware, or other security concerns.
Perform other related duties as assigned.

Key requirements

High school diploma or GED.
Demonstrated interest and aptitude for information technology through coursework, certification, personal projects, or prior work experience.
Working knowledge of Windows desktop operating systems and Microsoft Office / Microsoft 365 applications.
Strong customer service orientation, including patience and clear communication for users with varying technical skill levels.
Solid problem-solving skills and willingness to research and learn unfamiliar systems.
Ability to prioritize and manage multiple requests in a busy environment.
Dependable attendance and punctuality, with ability to work on-site during scheduled day-shift hours.
Valid driver’s license with ability to travel occasionally to other company locations if needed.

Technologies you’ll work with

Active Directory
Microsoft 365 (Outlook, Teams, Word, Excel)
Windows desktop operating systems
IT ticketing system

Benefits

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Referral program
Retirement plan
Vision insurance

Preferred qualifications

Associate degree or technical certificate in information technology, computer science, or a related field.
One or more years of help desk, technical support, retail technology, or comparable customer-facing technical experience.
Exposure to CompTIA A+, Network+, or Microsoft fundamentals (or a plan to pursue them).
Familiarity with ticketing systems, Active Directory, or remote support tools.
Experience in a warehouse, distribution, manufacturing, or food service environment.
Basic understanding of networking concepts such as IP addressing, DNS, DHCP, and VPN.

Work environment and physical requirements

On-site work at the Coxsackie, NY facility in office areas and active warehouse space.
Ability to sit or stand at a workstation for extended periods and move throughout the facility during a shift.
Ability to lift and carry up to 40 pounds (computers, monitors, printers, and related equipment) with or without reasonable accommodation.
Ability to bend, kneel, reach, and crawl under desks or into equipment racks to connect and service hardware.
Periodic work in refrigerated and freezer environments, and in areas with forklift and material handling traffic (PPE is provided).
Occasional after-hours or weekend work for system maintenance, upgrades, or urgent issues.

Compensation: $60,000 per year.

Help Desk Technician