JOB SUMMARY:

The IT Help Desk Technician provides first-level technical support across all departments and locations at Firestone Walker Brewing Company. This role focuses on resolving user-reported issues with desktops, laptops, mobile devices, printers, and various software systems. The technician plays a critical part in maintaining smooth day-to-day operations by ensuring the availability and usability of key user-facing technology systems across the brewery, taprooms, offices, and remote locations.

REQUIRED QUALIFICATIONS:

• Associate’s degree in Information Technology or related field preferred.
• 1–2 years of experience in a help desk or IT support environment, ideally in a manufacturing or multi-site business.
• Familiarity with supporting Microsoft Windows, macOS, iOS, Android, and Office 365 in a business setting.
• Basic understanding of networking and user-level security practices.
• Previous experience in brewery or food & beverage environments is a plus.
• Preferred certifications: CompTIA A+, Network+, or ITIL Foundation.
• Familiarity with Cisco Meraki and MDM platforms is a plus.
• Strong customer service focus with excellent interpersonal skills.
• Ability to prioritize and solve user-level IT issues under time constraints.
• Clear written and verbal communication.
• Organized and detail-oriented with follow-through.

Specifically, the responsibilities of the position include, but are not limited to, the following activities:

• Respond to and resolve help desk tickets and user inquiries in a timely and courteous manner.
• Troubleshoot and support desktop and laptop systems, including Windows and macOS environments.
• Assist with setup and configuration of workstations, mobile devices, and user accounts.
• Provide technical support for Microsoft 365, ERP terminals, and other business applications.
• Set up and maintain printers, label makers, scanners, and other peripherals.
• Document issues, resolutions, and procedures in the help desk knowledge base.
• Collaborate with IT Systems Administrator for escalated issues and project support.
• Support onboarding processes by preparing devices and access credentials for new hires.
• Ensure adherence to IT security policies and assist users with best practices.
• Maintain inventory of IT hardware and assist in procurement as needed.
• Participate in IT maintenance tasks including updates and patching.
• Contribute to IT-related tasks as assigned by the Director of IT.