Department: Information Technology
Location: Coxsackie, NY (on-site)
Schedule: Full-time, Monday through Friday, day shift
Reports To: IT Manager
Classification: Non-exempt (hourly)
POSITION SUMMARY
The Help Desk Technician I is the first point of contact for technology support at the Coxsackie facility. This position answers incoming support requests, troubleshoots hardware and software issues, and keeps warehouse, office, and driver technology running.
The technician works as part of the IT team across all Driscoll Foods locations, sharing ticket coverage, escalating issues, and assisting other sites as needed. This is an entry-level role with exposure to enterprise systems, warehouse technology, and networking.
KEY RESPONSIBILITIES
- Serve as the first point of contact for end-user support requests received by phone, email, in person, and through the IT ticketing system.
- Log, categorize, prioritize, and track support tickets through to resolution, escalating to other members of the IT team when appropriate.
- Troubleshoot and resolve common issues with desktops, laptops, printers, label printers, scanners, handheld/RF devices, tablets, monitors, and telephony equipment.
- Perform user account administration tasks, including password resets, account unlocks, and permission requests in Active Directory and Microsoft 365.
- Image, configure, and deploy new workstations and mobile devices; install and update approved software.
- Support Microsoft 365 applications (Outlook, Teams, Word, Excel) and company line-of-business applications used by warehouse, transportation, and sales teams.
- Assist with basic network troubleshooting — connectivity checks, cable and patch panel verification, wireless access point issues — with support from the IT team.
- Provide floor-level support in warehouse and freezer/cooler areas for scanning and labeling equipment.
- Maintain accurate IT asset and inventory records for hardware, peripherals, and software licenses.
- Document recurring issues, resolutions, and step-by-step procedures to build out the internal knowledge base.
- Support conference room, telephone, and audio-visual setup for meetings and training sessions.
- Provide remote support to users at other Driscoll Foods locations and coordinate with IT staff at those sites on shared systems and issues.
- Follow company IT security policies and promptly report suspected phishing, malware, or other security concerns.
- Perform other related duties as assigned.
QUALIFICATIONS
Required
- High school diploma or GED.
- Demonstrated interest in and aptitude for information technology, through coursework, certification, personal projects, or prior work experience.
- Working knowledge of Windows desktop operating systems and Microsoft Office / Microsoft 365 applications.
- Strong customer service orientation, with the patience and clear communication needed to help users of all technical skill levels.
- Solid problem-solving skills and a willingness to research and learn unfamiliar systems.
- Ability to prioritize and manage multiple requests in a busy environment.
- Dependable attendance and punctuality, and the ability to work on-site during scheduled day-shift hours.
- Valid driver's license and the ability to travel occasionally to other company locations if needed.
Preferred
- Associate degree or technical certificate in information technology, computer science, or a related field.
- One or more years of help desk, technical support, retail technology, or comparable customer-facing technical experience.
- Exposure to CompTIA A+, Network+, or Microsoft fundamentals certifications (or a plan to pursue them).
- Familiarity with ticketing systems, Active Directory, or remote support tools.
- Experience in a warehouse, distribution, manufacturing, or food service environment.
- Basic understanding of networking concepts such as IP addressing, DNS, DHCP, and VPN.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
- Work is performed on-site at the Coxsackie, NY facility, including office areas and active warehouse space.
- Ability to sit or stand at a workstation for extended periods and to move throughout the facility during a shift.
- Ability to lift and carry up to 40 pounds — computers, monitors, printers, and related equipment — with or without reasonable accommodation.
- Ability to bend, kneel, reach, and crawl under desks or into equipment racks to connect and service hardware.
- Periodic work in refrigerated and freezer environments, and in areas with forklift and material handling traffic; appropriate personal protective equipment is provided.
- Occasional after-hours or weekend work for system maintenance, upgrades, or urgent issues.
Equal Opportunity Employer
Driscoll Foods is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.
Pay: From $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
