Helpdesk Technician I

Job Details

Portland Support Center - Portland, OR

$20.40 - $24.00 Hourly

Description

Who We Are

From our beginnings as a Portland neighborhood ice cream cart to becoming a beloved spot in every community we’re in, the Salt & Straw story is one of innovation, connection, and the pursuit of the perfect scoop. Each flavor tells a story, and every cone holds more than just ice cream—it holds memories, smiles, and moments of pure joy. Our mission is to reinvent the ice cream experience with unexpected discovery and moments of full-face attention. We pride ourselves on our ever-evolving menu, offering Classic favorites and introducing new, exciting flavors to surprise and delight our guests.

Position Summary/Objective of job:

Based in our Portland Support Center, the Help Desk Technician I is a key member of our Technology support team, providing hands-on and remote assistance to users across the organization. As the first point of contact for technical support, you'll troubleshoot and resolve issues, configure and maintain hardware and software, and ensure a seamless technology experience for all users—whether onsite or remote. The ideal candidate brings strong technical aptitude, excellent communication skills, and a passion for delivering exceptional service. In this role, you’ll help build community across our offices, Central Kitchen, and shops while playing a critical part in implementing current and future technology programs at Salt & Straw.

Qualifications

Joining Our Team

Essential Functions:

Provide first-line on-site and remote technical support to all Salt & Straw end-users and teams via phone, chat, email, or in person

Troubleshoot and resolve hardware, software, peripherals, and network issues across all supported platforms and locations promptly and effectively

Accurately identify, evaluate, and prioritize team member issues, requests and/or questions, escalating complex or sensitive issues as necessary

Deliver excellent customer service by addressing user inquiries and concerns professionally and courteously; keep users informed about the status of their support requests and provide regular updates until the issue is resolved

Document all support requests and resolutions clearly, and follow up to identify patterns and suggest long-term improvements

Assist in the testing and implementation of software upgrades company-wide

Maintain hardware, software, and related documentation and inventories via routine audits and on-hand pars; ship, receive and dispose of IT equipment, as necessary

Support new hire onboarding by setting up, configuring, and deploying hardware and software

Assist with the offboarding of Team Members including promptly managing systems access

Collaborate with other IT team members to escalate complex issues and coordinate resolution efforts; communicate effectively with colleagues to ensure a seamless support experience for users

Participate in both short-term and long-term technology-related projects as directed, collaborating with team members as needed

Participate in a rotating schedule for off-hours and after-hours support, ensuring continuous IT coverage in collaboration with the team

Qualifications:

Associate's degree in computer science, information technology, cybersecurity, or related field, or equivalent education and experience

1+ years in a technical support or help desk role; experience in manufacturing, retail, or restaurant environments is a plus

Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop Protocol)

Experience with network equipment, installations, and administration preferred

CompTIA A+, Microsoft Certified Desktop Support Technician certifications preferred

Flexibility to work evenings, weekends, holidays, or overtime on alternating support coverage schedule

Knowledge, Skills, Abilities:

Strong knowledge of common operating systems (Windows, MacOS, iOS, Android), Microsoft 365 platform and associated applications (Azure Active Directory, Teams, SharePoint), and basic networking concepts

Highly responsive, positive, and cooperative team player able to serve others with understanding, respect and care

Excellent written and verbal communication skills; can present ideas to both technical and non-technical staff in user-friendly language

Ability to work in a fast-paced environment, juggling multiple priorities at the same time

Ability to demonstrate a systematic, disciplined, and analytical approach to problem solving; creative/innovative thinker with a solution-oriented approach

Self-directed with ability to organize, prioritize, and own multiple tasks while meeting and/or exceeding deadlines; high attention to detail and accuracy

Able to bring hospitality into all interactions with team, customer, and vendor relationships

Effective at working collaboratively with multiple teams and across functions and departments

Eager to stay current with evolving technologies and continuously improve skills

Discretion to handle confidential information

Fluency in English

Benefits & Perks:

Financial Flexibility: Optional Everyday Pay for access to earned wages anytime and 401(k) match with a 50% company match up to 1% of your salary after three months.

Health & Wellness: Medical, Dental, and Vision insurance available the first of the month following or coinciding with the hire date, plus FSA, HSA, Accident, Critical Illness, and Hospital Indemnity coverage options.

Mental Health Support: Free, 24/7 access to licensed mental health professionals for you and your family through multiple support options, including text, chat, web, in-person, and group sessions.

Work-Life Balance: Two consecutive days off weekly, Paid Sick Time (40 hours upon hire, then accrued at 1 hour per 30 hours worked), approximately two weeks of Paid Time Off (PTO) per year for the first two years (increasing to three weeks in years 3–5, and four weeks starting in year 6), 12 weeks of Paid Parental Leave at 70% of pay, and holiday pay for 12 recognized holidays.

Perks & Discounts: 30% Team Member discount, early access to new flavors, Commuter FSA, UHC Wellness Rewards (earn up to $1,000), and affordable FIGO Pet Insurance.

Education & Career Growth: Up to $1,800 per year in Educational Assistance, plus career pathing and development opportunities.

Inclusive Culture: A supportive, welcoming workplace where every Team Member is valued and respected.

Equal Employment Opportunity (EEO) Statement

Salt & Straw fosters an inclusive workplace where all team members and applicants are treated fairly, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other protected status. We are committed to providing equal employment opportunities for all. If you are a U.S. applicant with a disability and need assistance or a reasonable accommodation to apply, please contact our Talent team at .

Work Authorization and E-Verify

We participate in E-Verify to confirm work authorization but do not use this process to pre-screen applicants. Qualified candidates with criminal histories are also considered in accordance with applicable laws.

Our Values

Create the Unbelievable

Show Up Generously

Act with Thoughtful Curiosity

Share Human Kindness

Make It Count

These values are the sprinkles on top, guiding us to create happiness through moments of wonder in every scoop, smile, and shared moment. They form the foundation of our brand and shape the culture of our workplace.

Join us as we reimagine the ice cream experience, crafting joy and wonder, one scoop at a time.