What are the responsibilities and job description for the Helpdesk- Tier 2 Support position at Northeast Foods Inc?
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.