IT Help Desk Technician

American Food & Vending offers a customer-focused IT support role onsite in Liverpool, NY, with $23 to $25 per hour and weekly pay. You’ll be part of a team that values practical troubleshooting, clear communication, and responsible handling of company systems and data, with benefits that support your life both on and off the clock.

Benefits

• Weekly pay
• 401K with company match
• Employee meal and beverage provided during your shift
• Employee Referral Bonus Program
• Employee Assistance Program
• Some positions may include flexible hours and shifts
• Eligible employees offered Medical, Prescription, Dental, and Vision Plans
• Uniforms and Safety Shoes provided
• Learning and advancement opportunities

What You’ll Do

As the first point of contact for incoming IT support requests, you’ll provide customer service while helping resolve issues and keeping users informed. Requests come in through phone, email, and the ServiceNow Support Portal.

• Create, prioritize, document, and manage support tickets, 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 when possible, and escalate unresolved or complex issues with complete documentation
• Provide timely status updates and clear technical guidance to end users
• Support the hardware lifecycle by evaluating, inspecting, testing, documenting, and processing returned IT equipment 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

• 2+ years of relevant technical support experience
• Working knowledge of Windows 10 or newer 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, including explaining technical concepts in non-technical language
• Strong analytical, technical, problem-solving, organizational, follow-up, and multitasking skills
• Ability to prioritize requests based on urgency, business impact, and operational needs
• Ability to work independently and collaboratively with users and IT team members
• ServiceNow experience for ticket intake, routing, documentation, and incident management
• Experience using comparable 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
• Education: High School required; Associate degree or higher preferred in Computer Information Systems, Information Technology, or a related field, or an equivalent combination of education, training, and experience
• Ability to lift, carry, move, and position IT equipment and related materials up to 35 pounds, with or without reasonable accommodation
• Ability to inspect, test, configure, and prepare desktops, laptops, printers, monitors, and related equipment
• Ability to work at a desk and use a computer and phone for extended periods
• Core strengths: customer focus and professionalism, technical curiosity, urgency, ownership, follow-through, teamwork, attention to detail, equipment accountability, integrity, discretion, and responsible handling of company systems and data

Technologies

• Windows 10
• Microsoft 365
• ServiceNow
• IT Service Management (ITSM)

Location: Liverpool, NY (onsite)