Help Desk Technician II

Rise Baking Company, LLC•Worcester, MA

9h•$25 - $32•Onsite

About The Position

Serve as the first line of IT support for the company, utilizing the help desk system to organize, prioritize, and complete open items. Diagnose and resolve issues for multi-platform technologies, hardware, and software; implement strategies to prevent recurrence.

Requirements

2-year associate’s degree and 1+ years of help desk experience
Proven experience providing help desk and desktop support for laptops and PCs in an enterprise environment
Strong experience using Windows 10, Windows 11, and Microsoft Office 365
Solid understanding of basic and intermediate networking fundamentals (IP addressing, DNS, DHCP, VLANs)
Experience working with Active Directory, including user and group management, OU structuring, and GPO configuration
Hands-on experience supporting VPN connectivity and multi-factor authentication platforms (e.g., One Login, Duo)
Experience managing and troubleshooting endpoint security tools (e.g., antivirus, encryption, EDR)
Familiarity with printer servers, queue management, and driver deployments
Strong analytical, troubleshooting, and problem-solving skills with ability to handle Level 2 escalations
Excellent communication and customer service skills; ability to present ideas and solutions in user-friendly language
Ability to provide timely resolution for all end-user requests and perform root cause analysis for recurring issues
Ability to approach duties, new ideas, processes, and differences in a constructive and positive manner
Ability to work in a team-oriented, collaborative environment
Ability to work cross-functionally, convey complex issues, and maintain confidentiality
Ability to think quickly and handle frequent change
Ability to organize, manage multiple priorities, and maintain high attention to detail in a fast-paced environment
Self-motivated, goal oriented, quality driven, and capable of working independently with minimal supervision

Nice To Haves

Experience with ERP Systems: Microsoft Dynamics (Navision, Great Plains) and SAP ECC/S4 desired
Basic scripting or automation knowledge (e.g., PowerShell) desired

Responsibilities

Manage and utilize the help desk ticketing system to provide support to all employees, covering locations throughout the US and Canada
Organize ticket flow: priority, redirection, follow-up, and takeover
Install, maintain, troubleshoot, and repair laptops, printers, desktop software, and other computer/network hardware
Execute proper IT procedures for onboarding and offboarding employees
Support business software applications, including Dynamics NAV, Dynamics GP, Office, SharePoint, etc.
Provide end-user support for Office365 email system
Manage user permissions for network resources and business applications
Assist users with desktop software, hardware, and network resources
Perform on-site and remote technical support
Support on-call requirements as needed
Respond to and resolve Level 2 escalations, including: Complex application issues (e.g., O365 sync issues, advanced SharePoint access), Printer server configurations and group policy deployment issues, VPN and multi-factor authentication (MFA) support, Intermediate to advanced Active Directory tasks (e.g., OU moves, group nesting), Troubleshooting Windows update failures and OS-level errors, Network drive mapping and access issues beyond basic permission resets, User profile migration and data recovery during reimaging
Create and update documentation and SOPs for the IT department
Participate in various IT projects
Comply with all food safety requirements, training, policies, and procedures
Perform other job-related duties as assigned