IT Help Desk Technician

Restaurant Depot is the nation’s leading members-only, wholesale cash-and-carry supplier serving independent restaurants, caterers, delis, convenience stores, & other food service businesses across 165+ locations in 35 states. Our facilities rely on technology to support high-volume operations across our corporate offices, warehouses, & field locations. As we continue to grow, we are seeking a motivated, customer-focused Help Desk Technician to provide technical support & ensure reliable day-to-day technology operations across the organization.

Position Summary

The Help Desk Technician is responsible for providing technical support to employees & resolving escalated hardware, software, networking, & user access issues. This role serves as an escalation point for issues that cannot be resolved at the initial support level while providing timely, professional service to internal users.

The ideal candidate is a hands-on problem solver with strong technical troubleshooting skills, a customer-service mindset, & experience supporting Microsoft-based environments. This individual should be comfortable managing multiple support requests, diagnosing technical issues, & communicating solutions clearly to users with varying levels of technical knowledge.

Key Responsibilities

Technical Support & Troubleshooting

• Provide technical support to employees through phone, email, chat, & ticketing systems
• Diagnose & resolve escalated hardware, software, network, connectivity, & peripheral issues
• Support Windows workstations, laptops, printers, mobile devices, & related equipment
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, & related services
• Troubleshoot VPN, Wi-Fi, LAN, & other network connectivity issues
• Install, configure, maintain, & troubleshoot computers, software applications, & peripheral devices
• Escalate complex infrastructure, security, or application issues to the appropriate IT teams

User Access & Systems Administration

• Administer & troubleshoot user accounts, passwords, permissions, & access issues
• Support Active Directory & Microsoft Entra ID account administration
• Assist with employee onboarding & offboarding, including account creation, access management, & equipment provisioning
• Support endpoint management, software deployment, patching, & system updates
• Follow established IT security, data protection, & acceptable-use policies

Help Desk Operations & IT Support

• Manage & prioritize support tickets according to established service-level agreements (SLAs)
• Document troubleshooting steps, resolutions, procedures, & knowledge-base articles
• Maintain accurate inventory records for IT equipment & assigned assets
• Support system upgrades, equipment refreshes, technology rollouts, & other IT projects
• Identify recurring technical issues & opportunities to improve support processes
• Provide professional, responsive, & customer-focused support to employees across the organization

Qualifications

• 2+ years of experience in help desk, desktop support, technical support, or a related IT role
• Experience providing Level I/II technical support
• Experience supporting Windows 10/11 environments
• Experience supporting Microsoft 365 applications & services
• Working knowledge of Active Directory, Microsoft Entra ID, & user account administration
• Basic understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, & network troubleshooting
• Experience working with ticketing or help desk systems
• Strong troubleshooting, analytical, & problem-solving skills
• Strong written & verbal communication skills
• Ability to prioritize multiple requests & work effectively in a fast-paced environment
• Strong customer-service mindset & professional demeanor

Preferred Qualifications

• Experience supporting users across multiple locations or distributed environments
• Experience with endpoint management, software deployment, & patch management tools
• Familiarity with IT asset management & equipment inventory processes
• Experience supporting employee onboarding & offboarding processes
• Relevant IT certifications such as CompTIA A+, Network+, Microsoft, or equivalent
• Experience in wholesale, distribution, retail, or another high-volume environment

Compensation & Benefits

• Competitive salary commensurate with experience
• Medical, Dental & Vision Insurance Coverage
• 401(k) Retirement Plan with Employer Match
• Paid Time Off (PTO) in accordance with company policy
• Six (6) Paid Company Holidays
• Tuition Reimbursement Program, subject to eligibility & plan guidelines
• Additional Voluntary Supplemental Benefits, which may include life insurance, disability coverage, employee assistance programs, & other optional benefits
• Competitive & Comprehensive Benefits Package Designed to Support You & Your Family