Help Desk Technician

Bakerly LLC • Coral Gables, FL

3d • Hybrid

About The Position

The Help Desk Technician is Bakerly's entry point into the IT department, providing front-line Level 1 support to employees and plant floor staff. This entry-level role is focused on Level 1 helpdesk ticket resolution, Level 1 SafetyChain break/fix support, and processing approved price list updates in Sage under a defined change-control process.

This role provides the essential front-line support that keeps Bakerly's employees productive, contributing to Bakerly's mission of crafting high-quality bakery products like those enjoyed by millions of families in France.

This position plays a key role in bringing Bakerly’s vision to life, delivering moments of joy and connection through our products, while upholding our core values of honesty, reliability, collaboration, positivity, and excellence.

Requirements

• High school diploma or equivalent required; Associate's degree or coursework in Information Technology or a related field preferred.
• 0–2 year of experience in a help desk, technical support, or customer service role (internships included).
• Basic exposure to Windows 10/11 and Microsoft 365 preferred.
• Basic understanding of Windows operating systems, Microsoft 365, and general hardware troubleshooting.
• Strong customer service and communication skills.
• Organized and detail-oriented, particularly for data entry work (price list updates).
• Ability to follow documented procedures and escalate appropriately when an issue is outside scope.

Responsibilities

• Serve as the first point of contact for Level 1 helpdesk tickets, troubleshooting hardware and software issues in a timely manner, both in person and remotely.
• Unlock accounts and reset passwords in Active Directory.
• Update existing user accounts in the Microsoft 365 Admin Center (password resets, adding users to existing groups).
• Provide basic support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation.
• Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
• Fix errors on SafetyChain forms and publish approved forms live.
• Troubleshoot Level 1 SafetyChain issues (login access, station connectivity, printer/scanner errors, basic application errors).
• Escalate SafetyChain user creation/deactivation requests and configuration-level issues to the IT Administrator or Sr. IT Administrator.
• Coordinate with plant floor personnel to minimize downtime on SafetyChain-dependent processes.
• Document recurring SafetyChain issues for review by the Systems team.
• Process and enter approved price list updates into Sage X3 accurately and on schedule.
• Verify pricing changes against approved source documentation prior to entry.
• Follow the defined change-control process for price list updates, including required approvals.
• Flag discrepancies or errors in submitted pricing data to the appropriate business owner before entry.
• Maintain a log of completed price list update tickets for audit and tracking purposes.
• Support office expansion, equipment relocation, and assessment of equipment/IT needs as directed.
• Assist the IT Administrator and Sr. IT Administrator with device setup and basic hardware deployment as needed.
• In addition to the specific duties outlined, you may be required to perform other tasks and responsibilities as deemed necessary by your manager. These tasks will be relevant to your role and within the scope of your area of expertise.

Benefits

• Competitive salary and performance-based bonus incentives.
• Comprehensive health, dental, and vision insurance packages.
• Employer-paid life insurance and long-term disability
• Flexible spending accounts (FSA).
• Additional supplemental insurance program offered, including life, critical, accidental, short-term disability
• Free stress-management counseling and discounts on health and fitness products.
• Generous PTO policy and 401k plan with a 3% employer match.
• 9 paid company holidays
• 40% discount on all company products.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED