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Helpdesk- Tier 2 Support

Northeast Foods Inc
Baltimore, MD Full Time
POSTED ON 1/7/2025 CLOSED ON 2/20/2025

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.
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