Technical Support Specialist

Pay: $23.00 per hour - $25.00 per hour
Location: Liverpool, NY; On-Site

About the Role

The Technical Support Specialist provides technical support for American Food & Vending end users, including employees in the corporate office, assigned local buildings, and field operations. This role supports the technology that keeps daily hospitality, dining, vending, micro market, office coffee, and business operations moving, including PCs, printers, mobile phones, handheld devices, supported business applications, and user access needs. The successful candidate will combine strong customer service, practical technical troubleshooting, clear communication, urgency, and follow-through. This non-exempt position supports two assigned buildings located in close proximity and requires reliable transportation to travel between locations as business needs require.

Responsibilities

• Serve 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 device, handheld, printer, network connectivity, and application issues independently and in partnership with other IT team members.
• Support business applications and services, including Vendmax, Great Plains, intranet resources, email, Microsoft 365 applications, 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 of the organization 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.
• Travel between two assigned buildings as needed to provide hands-on technical support, equipment delivery, setup, troubleshooting, and follow-up.
• Provide occasional after-hours or on-call technical support as business needs require.

Requirements

• 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, user accounts, security groups, permissions, and password/account troubleshooting.
• Strong customer service orientation with the ability to remain calm, professional, and helpful when users are under operational pressure.
• Excellent verbal and written communication skills, including the ability to explain 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 required to support two assigned buildings and travel between locations as needed during the workday.

Preferred Qualifications

• ServiceNow experience is 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.

Qualifications

Associate degree in Computer Information Systems, Information Technology, or a related field preferred; or an equivalent combination of education, training, and at least two years of relevant technical support experience.

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

About Us

Together, American Food & Vending and American Dining Creations form one of the nation’s largest privately held dining and refreshment service organizations. Family-owned and headquartered in Syracuse, NY, we have served clients nationwide for more than 80 years, delivering customized dining and refreshment solutions across business, education, healthcare and cultural environments. Recognized by NAMA and our peers as Operator of the Year, we combine national capabilities with a personal, responsive approach to create exceptional experiences for our clients and guests.

Our Mission
To create moments of happiness through customized hospitality experiences that delight guests and bring people together.

Our Vision
To be the best in the industry at elevating hospitality experiences for places where people want to be.

Our Values: F.I.R.S.T.
Family – Treat people as family.
Integrity – Do the right thing.
Responsiveness – Listen first. Then act with urgency.
Service Excellence – Deliver exceptional experiences every day.
Teamwork – Win together.

Benefits

• Weekly pay
• 401K with company match
• Delicious employee meal and beverage 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