Help Desk Technician

Join the Pack at Pet Food Experts!
With a rich history spanning more than 80 years, Pet Food Experts has grown from a small family-run business into the nation’s leading pet specialty distributor, proudly serving over 10,000 independent pet retail locations nationwide. At Pet Food Experts (PFX), we do more than distribute the best pet products—we fuel independent pet retailers with passion, expertise, and an unwavering commitment to community. With continued growth and an expanded national footprint, we’re stronger than ever, ready to serve more retailers, support more brands, and make an even bigger impact in the pet industry.

The Help Desk Technician is responsible for manning the IT helpdesk and assisting all Pet Food Experts’ end-users, both on site and remotely with day-to-day IT requirements, providing tier 1 help desk and desktop support, and escalating to System Administrators as needed, to support the Information Technology department initiatives. This position requires a candidate with 1-2 years' experience in IT in order to support existing and future IT growth. Duties consist of working with the IT staff to support end-user needs, desktop and office applications, supporting end-user software and hardware needs, both remotely and hands on.

Schedule:

• Monday-Friday: Full-time, On-Site. Weekend on-call support required.

What You’ll Do

• Support all end-user related issues.
• Manage help desk ticketing system
• Meet SLA level of service for help desk
• Assign/Escalate tickets to appropriate IT support personnel as needed
• Assist IT System Administrators with software and hardware installs
• Setup New hire laptops and greet them on first day
• Administer, install and troubleshoot windows operating systems
• Coordinate with System Admin to update Laptop builds and procedures
• Configure software and resolve technical problems.
• Support end-user technology needs, including email printing and application services
• Documentation of policies and procedures as well as end-user guides and training materials
• Work with facilities to ensure end-users have an acceptable working environment.
• Represent IT Department in a positive and supportive manner, demonstrating support for and serving as an example of service excellence by responding promptly to end user concerns or requests
• Report to IT Manager while working closely with a small team of likeminded IT Support Staff
• Provide details of system service levels, maintenance, system downtime, turnaround and response times
• Provide metrics for capacity management purposes
• Participate in and recommend enhancements to systems as needed
• Provide guidance/experience with ticketing system to end users
• Perform upgrades as required

What We’re Looking For

• 1-2 years of experience in windows 11 support
• Associates degree or equivalent training in Computer Science, Computer Engineering or related technology skills
• Good understanding of Network fundamentals
• Experience with Microsoft Office and Google Workspaces
• Effective written and verbal skills
• Able to take direction as well as the desire to take initiative
• Able to work with hands for minor facility repair/improvement needs

The Perks of Being Part of the PFX Pack!

We know that happy, supported employees make the best teammates—so we’ve got you covered with some seriously great benefits!

• Full Benefits Package – Medical, dental, and vision to keep you feeling your best.
• Paid Parental Leave – Supporting you in every stage of life—furry babies and human ones!
• Pet Perks & Product Discounts – Treat your pets like royalty with exclusive savings.
• Education Assistance Program – Invest in yourself, and we’ll help with the cost!

Pet Food Experts is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, citizenship, age, sex, gender identity, sexual orientation, marital status, disability, military status, or any protected characteristic.

All employment offers are contingent on passing a criminal background check.