Help Desk- IT 1

About Us

With over a century of expertise, Adam’s Group is a fifth-generation family-owned company providing global solutions to the food industry. As a leading supplier of organic and non-GMO bulk and specialty oils, lecithin, and grains, we serve B2B customers in the natural and organic space, including food manufacturers, infant nutrition brands, and industrial processors. We are committed to delivering high-quality, sustainably sourced ingredients that support innovation and clean-label formulations.

Position Summary

We are seeking a motivated and customer-focused Helpdesk Level 1 Support Specialist to join our team. In this entry-level role, you will be the first point of contact for users experiencing technical issues. Your primary responsibilities will include troubleshooting, diagnosing, and resolving basic IT problems, as well as providing exceptional customer service.

Key Responsibilities

• Respond to incoming support requests via phone, email, or chat in a timely and professional manner.
• Provide initial troubleshooting and support for hardware, software, and network issues.
• Escalate complex issues to higher-level support teams or specialized departments as needed.
• Document and track issues and resolutions in the helpdesk ticketing system.
• Assist users with password resets, software installations, workstation onboarding, printer deployment and basic configuration changes.
• Maintain a high level of customer satisfaction through effective communication and problem-solving skills.
• Contribute to maintaining and updating the knowledge base with solutions and best practices.
  
  

Qualifications

Required Qualifications

Education and Experience

• High school diploma or equivalent.
• Experience in a customer service or a technical support role is a plus but not required.
  
  

Skills And Competencies

• Basic understanding of computer hardware, Microsoft operating systems, and software applications.
• Strong problem-solving skills and ability to work independently.
• Excellent communication and interpersonal skills.
  
  

Certifications/Licenses

• CompTIA A , MS365 Administrator is a plus.
  
  

Preferred Qualifications

• Familiarity with helpdesk ticketing systems and remote support tools is advantageous.
  
  

Working Conditions

• Ability to sit or stand for extended periods while working at a computer. Some travel between sites may be required.
• Occasional lifting or moving of equipment up to 25-40 lbs (e.g., desktops, monitors, networking devices).
• Occasional bending, crawling under desks, or reaching to connect and troubleshoot cables or hardware.
  
  

Food Safety Policy

Adams Group is committed to producing and distributing high quality products through adherence to industry and regulatory standards. As an Adams Group employee, you will be trained on our food safety policies and will be held accountable to adhering to them. You will be encouraged and required to notify supervision about actual or potential food safety issues. Everyone at Adams is involved in delivering safe food - within your scope of work you will be empowered to act to resolve food safety issues.