🍬 Nassau Candy
Desktop Support Technician
🏢 About Nassau Candy
Nassau Candy is a leading manufacturer, importer, and distributor of specialty confections, fine foods, and promotional products. We are looking for a Desktop Support Technician to provide hands-on technical support to employees across our organization.
💻 Position Summary
The Desktop Support Technician will provide technical support to local and remote employees and contractors. This role requires a strong balance of technical troubleshooting, customer service, communication, and follow-through.
This position will support users with varying levels of technical proficiency and will play an important role as Nassau Candy continues transitioning to modern, cloud-based business systems, including NetSuite.
The role operates within a geographically distributed IT team and may require travel to company locations and occasional after-hours support.
🔧 Key Responsibilities
🖥️ End User Support
Provide day-to-day technical support via tickets, email, instant messaging, and phone
Troubleshoot desktop, laptop, mobile device, software, printer, scanner, and peripheral issues
Support users across Windows, macOS, and Linux environments
🛠️ Systems, Hardware & Applications
Install, configure, support, and upgrade desktop systems, software, peripherals, and related corporate IT systems
Assist with onboarding and offboarding by configuring hardware and managing user accounts
Support business applications, including ERP systems such as NetSuite, as they are introduced
📋 Tickets, Documentation & Follow-Up
Track, prioritize, and follow up on outstanding support requests to ensure timely resolution
Document processes, recurring issues, and support procedures
Partner with internal teams to support users through system and process changes
📦 IT Assets & Facilities Support
Assist in managing and monitoring IT assets to maintain accurate inventory records
Provide facilities-related IT support, including conference room audio/video systems
Coordinate with telecom and internet service providers as needed
🚀 Continuous Improvement
Proactively identify opportunities to streamline, automate, and reduce recurring support issues
Follow established processes while recommending practical improvements
Perform other duties as assigned
✅ Preferred Experience & Qualifications
Foundational understanding of corporate IT systems and infrastructure
Strong troubleshooting, problem-solving, and follow-up skills
Ability to communicate technical concepts clearly to both technical and non-technical users
Experience supporting Windows, macOS, and Linux operating systems
Experience with computer hardware, mobile devices, printers, scanners, and peripherals
Ability to work independently while contributing to a team-based support environment
Exposure to or interest in supporting business applications or ERP systems
NetSuite experience is a plus, but not required
Customer-focused mindset with patience, professionalism, and strong communication skills
🎯 Ideal Candidate Profile
The ideal candidate is a hands-on problem solver who enjoys helping people, learning new systems, and improving how technology supports the business. This person should be comfortable handling day-to-day support needs while gradually expanding into application-level support as Nassau Candy continues to modernize its systems environment.