Technical Support Specialist

The Technical Support Specialist provides end-user technology support for American Food & Vending across corporate users, assigned local buildings, and field operations. The role troubleshoots and supports a range of devices, business applications, and connectivity needs to keep hospitality, dining, vending, micro market, office coffee, and business operations running smoothly.

Location and Schedule

• Location: Liverpool, NY (onsite)
• Travel: Travel between two assigned buildings as needed to provide hands-on technical support, equipment delivery, setup, troubleshooting, and follow-up
• After-hours support: Occasional after-hours or on-call technical support as business needs require
• Shifts: Some positions may include flexible hours and shifts

Compensation

• Pay: USD 23–25 per hour
• Pay frequency: Weekly pay

Key Responsibilities

• Act as the point of contact for end-user support requests received by phone, email, and the Support Portal / ServiceNow queue
• Troubleshoot common hardware, software, mobile devices, handhelds, printers, network connectivity, and application issues independently or with other IT team members
• Support business applications and services, including Vendmax, Great Plains, intranet resources, email, Microsoft 365, ServiceNow, and other approved company systems
• Escalate complex or recurring issues to the appropriate IT team member with clear documentation, relevant troubleshooting steps, and business impact noted
• Configure, deploy, deliver, install, and support replacement PCs, printers, handhelds, mobile devices, peripherals, and related equipment for corporate, assigned building, and field users
• Pack, ship, receive, and track IT equipment for remote locations and field operations, ensuring hardware movements are accurately recorded in System Tracker or other approved inventory tools
• Maintain accurate issue records, work notes, inventory updates, resolutions, and knowledge documentation in the Support Portal / ServiceNow and related systems
• Provide onboarding technology support and training for new hires, including account access, device setup, supported applications, acceptable use expectations, and basic troubleshooting guidance
• Develop, update, and distribute end-user and IT documentation, training materials, and net-change communications as requested
• Participate in system upgrades, user acceptance testing, rollout planning, documentation, and post-deployment support
• Build effective working relationships with users at all levels and communicate resolutions in a clear, confident, tactful, and professional manner
• Model appropriate use of company technology and reinforce company standards for safeguarding, maintaining, and responsibly using issued equipment
• Provide occasional after-hours or on-call technical support as business needs require

Required Qualifications

• Experience: 2 years minimum
• 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
• Basic to moderate understanding of Active Directory concepts, including user accounts, security groups, permissions, and password/account troubleshooting
• Strong customer service orientation and ability to remain calm, professional, and helpful under operational pressure
• Excellent verbal and written communication skills, including explaining technical steps in plain language
• Strong analytical, technical, problem-solving, follow-up, and multitasking skills
• Ability to prioritize support requests based on urgency, business impact, and operational need
• Ability to work independently, as part of the IT team, and in partnership with users across corporate, building, and field environments
• Reliable transportation, a valid driver’s license, and current auto insurance to support two assigned buildings and travel between locations as needed during the workday

Education

• Preferred: Associate degree in Computer Information Systems, Information Technology, or a related field
• Alternative: Equivalent education or experience

Technologies

• Windows 10
• Microsoft 365
• ServiceNow
• Vendmax
• Great Plains
• Active Directory
• Support Portal / ServiceNow queue
• System Tracker
• SQL

Benefits

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

Preferred Qualifications

• ServiceNow experience: highly desired, including ticket intake, documentation, routing, resolution tracking, and queue management
• Experience using a comparable ticketing / IT service management platform
• Experience supporting Vendmax, Great Plains, handheld route devices, or similar business operations systems
• Knowledge of network protocols and basic LAN/Wi-Fi troubleshooting
• Exposure to SQL or basic database concepts
• CompTIA A+ certification or comparable technical training

Physical and Work Requirements

• Ability to lift, carry, move, and position IT equipment and related materials weighing up to 35 pounds, with or without reasonable accommodation
• Ability to pack, unpack, stage, ship, deliver, and install computers, monitors, printers, handhelds, phones, peripherals, and related equipment
• Ability to travel between two assigned buildings using reliable transportation as business needs require
• Ability to provide occasional after-hours or on-call support as business needs require
• Ability to work at a desk, use a computer and phone for extended periods, and perform hands-on equipment setup, cable management, and basic workstation installation tasks

Core Competencies

• Customer focus and professionalism
• Technical curiosity and practical troubleshooting
• Urgency, ownership, and follow-through
• Clear documentation and communication
• Teamwork and collaboration
• Attention to detail and equipment accountability
• Integrity, discretion, and responsible handling of company systems and data