Help Desk Analyst

Job Title: Help Desk Analyst
Location: Des Moines, IA

Join Loffredo Fresh Foods as an Help Desk Analyst based out of our Des Moines Headquarters. We are a local, family-owned food and produce distributor that has proudly served the Midwest region for over 130 years. We distribute to 11 different states across our 6 locations. Loffredo Fresh Foods believes that our employees are the key to a successful future. We are committed to attracting a team that is passionate, innovative, and committed to meeting our customer’s needs.

The Help Desk Analyst is responsible for providing help desk support, assisting with network and hardware troubleshooting, and improving IT service delivery across the organization. This role also contributing to cybersecurity efforts and participating in IT projects. The ideal candidate will possess exceptional customer service skills and have a strong foundation in enterprise systems support, help desk operations, and networking.

Pay: $55,000 - $60,000 Depending on Experience

What We Look For:

• Education in a related field (e.g. IT, Computer Science, MIS) or 2 years of experience in an IT Help Desk or Technical Support role 
• Proven ability to provide exceptional customer service, with a focus on resolving technical issues efficiently while maintaining a positive user experience
• Strong knowledge and hands-on experience with Microsoft Windows, Windows Server, and Office 365
• Experience with help desk support and ticketing systems
• Experience with network troubleshooting (e.g., LAN/WAN, switches, IP configuration)
• Understanding of cybersecurity principles and compliance basics
• Excellent problem-solving skills with the ability to analyze issues and implement effective solutions
• Strong communication and training abilities for both technical and non-technical users
• Exposure to ERP systems (e.g., SAP, Oracle, Microsoft Dynamics, Visual Produce) and WMS/TMS platforms preferred

What You’ll Do:

• Act as the initial point of contact for all help desk requests, ensuring issues are addressed promptly or escalated to the appropriate team when needed
• Oversee help desk ticket resolution, ensuring prompt follow-up and a positive user experience throughout the process
• Support enterprise systems (ERP, WMS, and TMS), ensuring performance, availability, and reliability
• Troubleshoot and resolve network and connectivity issues 
• Support and maintain Microsoft 365 tools, including automating business processes using Power Automate and creating workflows with Microsoft Forms
• Track, prioritize, and resolve IT service requests through the helpdesk ticketing system
• Prepare KPI reporting for IT and other departments
• Assist with managing relationships with IT vendors and service providers including weekly status updates
• Identify recurring issues or user difficulties and recommend solutions, process improvements, or system enhancements
• Collaborate with stakeholders to ensure IT systems align with business processes
• Support cybersecurity and compliance efforts, including account access reviews and security alerts, and senior management reporting
• Create and maintain IT documentation, policies, SOPs, user guides, and training materials
• Provide end user training
• Participate in a rotating on-call schedule to support after-hours critical issues

What You’ll Gain as a Loffredo Team Member:

• Competitive salary and comprehensive benefit package including medical, dental, vision, available the 1st of the month following 30 days of employment
• 401k with company match available following 6 months of employment
• Additional voluntary insurance such as basic/supplemental life and disability
• Paid time off & Paid holidays
• Bi-Weekly Pay or the option to enroll in Daily Pay for immediate access to earned wages
• Regular and constructive performance feedback
• Healthy, fresh produce you can take home to your family through our generous employee purchase program