Job description

TriMark USA is one of the country’s largest providers of foodservice equipment and supplies. We proudly serve our customers by providing design services, commercial equipment, and foodservice supplies across a wide range of industries and business sectors. As a company, we strive to lead with our values and to support the success and sustainability of our customers so they can focus on their culinary pursuits.

FULL TIME | HYBRID | BENEFITS INCLUDED

(Medical, Dental, Vision, Pet & Legal Insurance)

The Help Desk Technician reports to the Regional VP of Information Technology, and is located in Irvine, CA.

POSITION SUMMARY:
The IT Help Desk role reports into the IT Service Delivery Manager and interacts daily with end users to provide immediate front-line support to resolve IT Issues. This role continually monitors ServiceNow incidents and Service Requests and promptly responds and resolves each ticket in a timely manner. The candidate must possess a consistent positive attitude and be able to work independently.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Provide frontline technology support for all Corporate employees relating to a variety of computer software and hardware issues. Troubleshoots problem and apply recommended solutions.
• Provide priority support to Executive Leadership Team (C-Level Suite).
• Performs hardware upgrades of existing equipment, installations, and connections.
• Assist in upgrades and installations of locally installed program
• Be able to triage and classify support issues correctly to escalate to appropriate support teams.
• Perform workstation setups and configurations as needed.
• Perform periodic virus, malware, and performance optimizations on end user workstations.
• Train users in the operations and authorized software and inform users on the status of requested orders and Help Desk requests.
• Continually update and inform IT Manager on the status of all equipment and user requests.
• Collaborates with other team members to troubleshoot and maintain conference room solutions including LCD Screens, HDMI, Wireless, and speaker and microphone operations.
• Responds to and follows-up on phone communications with vendors and purchase orders as necessary.
• Educate and enforce IT policies on users within scope of position. Reports all violations to the IT Manager.
• Provide exceptional customer service and level of excellence required by all departments. Follow existing Incident and Change Management process.
• Work diligently in improving and updating level of technical expertise as the technical field changes frequently.

COMPETENCIES:

• Proactive, detail and service oriented.
• Ability to communicate with team members and end user stakeholders effectively.
• Ability to exercise patience in delivery of customer service.
• Ability to disassemble and reassemble laptops and desktop computers.
• Expert level knowledge of Microsoft operating systems and ability to demonstrate how to work through an issue without the use of wizards.
• Proven expertise in software, hardware, and network troubleshooting, upgrades, and repairs.
• Solid understanding of the machine imaging process and tools.
• Familiarity with help desk and asset management systems.
• Knowledge of supporting Office 365.
• Ability to follow documented instructions and be able to think beyond instructions to find solutions.

QUALIFICATIONS & EXPERIENCE:

• High School Diploma. Some college is preferred.
• At least 2 years using an ITSM ticket management tool. (ServiceNow preferred)
• Software trouble-shooting skills for Microsoft products (O365, Teams, Windows, etc.)
• Hardware trouble-shooting skills for Laptops, Monitors, printers, etc.
• Knowledge of computer imaging and setup.
• Understanding of Security best-practices.
• Demonstrated knowledge of Active Directory Administration is desirable
• ServiceNow Admin experience is preferred.
• Ability to successfully pass a background check

The range provided represents the national average pay range for this position and is considered to be a general guideline. Pay for this position will reflect the candidate’s unique qualifications and may be higher or lower than the range provided based on employee geographic location. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other local, state, and federal law.

In addition to base salary, this role will be eligible for participation in TriMark’s’ benefits programs, including medical, dental, vision, 401K (with employer match), etc. Leadership positions may also qualify for participation in bonus programs commensurate with role and scope of responsibility.

TriMark’s commitment to diversity, equity, and inclusion is a purposeful mission of strengthening our organization and those we serve by uniting the unique differences of our employees. This mission is instilled in who we are as a company. We are committed to promoting diversity, equity and inclusion through sharing, education, and experiences. We are greater together through unity in diversity. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to accommodations@trimarkusa.com.

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