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Helpdesk- Tier 2 Support

2 months ago

Baltimore, United States H&S Bakery Inc Full time
Description

H&S Family of Bakeries

The H&S Family of Bakeries are a network of 10 bakeries and multiple distribution centers along the East Coast, all committed to one thing: producing the best quality bread products possible. H&S Family of Bakeries includes Northeast Foods, H&S Bakery and Schmidt Baking Co. Together, our baked goods can be found in a wide range of establishments, from fast food and quick service restaurants to cafeterias, hospitals, grocery stores and universities.

Job Summary:

We are looking for an individual with at least several years of experience to join our tech support team. Our team maintains a data center and provides support for employees with issues arising from everyday computer use. Candidates should have a mix of technical and customer service skills and be passionate about technology and helping people.

Responsibilities:
  • Full time in office Monday-Friday 8:00 AM - 4:30 PM
  • After hours or weekends on an as needed basis to provide support which includes an on-call rotation normally 1 week per month. Most issues are handled remotely.
  • Monitor and troubleshoot network connections/outages including VoIP and Data
  • Monitor for security threats.
  • Respond to incoming end user requests/needs via ticketing system, phone, or email. Provide technical support in person as well as remotely.
    • Troubleshooting hardware and software computer issues
    • Troubleshooting end user issues with but not limited to email, printing, file access, authentication.
  • Responsible for handling technical escalations and more advance inquiries beyond the skills or knowledge of Tier 1 support
  • Share knowledge as needed with Tier 1 support.
  • Maintain IT Knowledgebase with known issues and resolutions.
  • Install/Upgrade Computer Hardware and Software
  • Help to identify trends in help desk issues and work with Team Members to troubleshoot and identify root cause.
  • Assist the system administrator and/or network support vendor as needed with projects and support.
Requirements

Strengths and Abilities to be an effective Team member:
  • Ability to respond quickly to, troubleshoot, and resolve end user issues.
  • Ability to work independently but also the ability and desire to work in a team environment.
  • Excellent problem solving and critical thinking skills.
  • Ability to learn and adapt to everchanging technology.
  • Strong time management skills with the ability to perform multiple tasks.
  • Strong attention to detail.
  • Exceptional integrity, values, principles, and work ethic
  • Excellent interpersonal skills and the ability to interact with staff at all levels within the organization.
  • Customer service driven, personable, self-motivated, flexible, creative.
Qualifications:
  • Must have driver's license and personal transportation and willingness to travel occasionally to Bakery or Distributions Centers
  • Education: bachelor's degree in information technology or cyber-Security and 3 years of related work experience, or associate degree and 3-4 years of related work experience required. Additional years of relevant experience will be considered in lieu of a degree.
  • Technical Certifications such as Microsoft 365 Certifications, Network +, A+, Security +, ITIL, are a plus.
  • Solid understanding of computers, networks, and software
  • Understanding and experience maintaining a VM environment
  • Experience with Active Directory and GPO
  • Experience with Office365 Administration
  • Experience with Windows 10/11
  • Experience with PowerShell or Python scripting a plus.
  • Experience troubleshooting desktop applications such as Microsoft Office365, Anti-Virus, etc.
  • Proven written and verbal communications skills, including an ability to provide a synopsis to management.
  • This position requires sedentary to medium work: Exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Exerting up to 50 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work. Exerting up to 50 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 50 pounds of force constantly to move objects
  • Must have visual acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the


What's in it for you?
At the H&S Family of Bakeries, we value our team members and make it a priority to offer competitive compensation that encourages longevity with the company and long-term growth. We offer competitive pay and comprehensive and affordable benefits packages, including medical/dental/vision, short term disability, retirement savings, paid time off, flexible spending accounts, employee assistance program and of course - cool company swag.

Equal Opportunity Employer

We are an equal opportunity employer and does not discriminate in its selection and employment practices on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, genetic information, age, membership in an employee organization, or other non-merit factors.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.