Pet Food Express is hiring an entry-level IT Help Desk Technician I in Concord, CA (hybrid). You will start with initial on-site training and then continue supporting employees across the corporate office, warehouse, and retail stores while working in a hybrid schedule. This role combines hands-on troubleshooting with system support, giving you a clear path to build skills and grow.
Why you will like working here
- Grow with us: many potential career paths and options for advancement within the company
- Pet Friendly Workplace: bring your well-behaved pup!
- Generous in-store employee discount that extends to your family
- Health benefits: FSA options, dental, and vision insurance, plus even pet insurance
- Plan for the future: 401k with employer match
- Get rewarded: employee referral bonuses
- Competitive Paid Time Off
What you will do
- Serve as the first point of contact for employees at the corporate office, warehouse, and retail stores seeking technical assistance
- Assist the team in evaluating, implementing, documenting, and increasing adoption of new systems and processes to support efficiency, confidentiality, integrity, and availability of systems and data
- Triage, troubleshoot, resolve, and escalate IT and technical support issues, including problems with point-of-sale, desktops, laptops, accessories, software, cloud applications, telephones, and mobile devices
- Handle network connectivity troubleshooting for Wi-Fi, wired, and VPN access for users working in person or remotely via telephone, remote control, email, and the ticketing system
- Provision and deprovision employee accounts and access to IT systems and applications, including user and group administration in Active Directory, Microsoft Entra ID, and Microsoft 365 Admin Centers
- Image, configure, maintain, and physically install corporate and store IT systems, including Windows PCs and the limited number of Mac devices in use
- Support onboarding by conducting new user orientations and training on IT systems for corporate and store employees
- Create and update requests, incidents, and process documentation to improve communication, reduce duplication, and continually strengthen workflows
- Follow established procedures and help create documented procedures and standards, escalating exceptions to appropriate personnel
- Complete occasional travel (sometimes overnight) to stores and warehouse facilities for installations and troubleshooting
- Perform other duties as assigned
What you bring
- Patient, professional, and effective customer service skills for users with varying technical knowledge
- Clear verbal and written communication, with a collaborative, solutions-oriented approach
- Ability to write clear, accurate, and complete ticket notes, technical documentation, and user instructions
- Foundational hands-on knowledge of Windows 10/11, Microsoft 365 applications, Android and iOS, and common PC and peripheral hardware (familiarity with macOS is a plus)
- Ability to diagnose login, software, printing, mobile-device, wired/wireless connectivity, and hardware issues by following documented procedures and escalating appropriately
- Ability to install and configure computers, monitors, printers, scanners, phones, tablets, and software, including replacing common components such as memory, storage, and peripherals
- Experience with hardware lifecycle management, including device imaging, physical-to-virtual (P2V) conversions, asset tracking, and end-of-life retirement/disposal
- Ability to learn new technologies and follow security, access-control, and data-handling procedures
- Basic understanding of account access, password resets, multifactor authentication, permissions, and secure identity verification, including user and group administration in Active Directory, Microsoft Entra ID, and the Microsoft 365 Admin Center
- Basic understanding of networking concepts including Wi-Fi, Ethernet, IP addressing, DHCP, DNS, and VPN connectivity
- Working knowledge of physical network infrastructure such as cabling, patch panels, switches, and SD-WAN devices
- Strong organization and time management, including prioritizing incidents based on urgency and business impact
- Availability to participate in the stated on-call, after-hours, and weekend rotation
- Ability to travel to company locations as required, with a valid California driver’s license and an acceptable driving record under company policy
- Ability to lift, move, carry items weighing up to 50-75 lbs on an occasional basis
Schedule and location details
After several weeks of initial on-site training, the role becomes hybrid, including on-site work at the corporate office in Concord, CA, plus stores and other facilities. Fully remote candidates or those outside reasonable commuting distance will not be considered.
Technologies you will work with
Windows 10, Windows 11, Microsoft 365, Android, iOS, macOS, Active Directory, Microsoft Entra ID, Microsoft 365 Admin Centers, Wi-Fi, Ethernet, IP addressing, DHCP, DNS, VPN, SD-WAN, point-of-sale, Wired connectivity, VoIP, P2V conversions, device imaging, Windows PCs, and Mac devices.
Pay range
The expected salary range is $25 - $30 per hour. Starting pay is determined based on local market rate, candidate pool, internal compensation practices, and a candidate’s skills and experience.
