IT Help Desk Technician
About the role
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.
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.
Responsibilities
- 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
- 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
- Manage & prioritize support tickets according to established service-level agreements (SLAs)