Tier 2 Help Desk - Onsite (47710)

HOLLY POULTRY•Baltimore, MD

6d•$65,000 - $75,000•Onsite

About The Position

One Fine Family is currently hiring for a Level 2 IT Specialist/Support Analyst. This role is responsible for providing advanced technical support, troubleshooting systems, and maintenance across Holly Poultry’s corporate, warehouse, and retail operations. The position serves as the primary technical support resource for Level 1 escalations and assists in ensuring the smooth operation of hardware, software, and network systems critical to retail, wholesale, and production workflows. The Level 2 IT Specialist works closely with the IT Manager, Level 3 IT staff, and end-users to resolve technical issues efficiently, support new initiatives, and maintain secure, reliable IT infrastructure.

Requirements

3–5 years of IT support experience
In-depth knowledge of Windows operating systems, Office applications
Strong understanding of Microsoft 365, Azure/Entra ID, Windows Server, and networking fundamentals.
Excellent troubleshooting, documentation, and communication skills.
Strong analytical skills to identify root causes and resolve issues efficiently.
Ability to handle high-pressure situations and manage multiple priorities effectively.

Nice To Haves

CompTIA Network+, Security+, or equivalent certifications.
Microsoft 365 or Azure certifications.
Relevant certifications in networking (CCNA) or backup technologies.

Responsibilities

Utilize work aids to resolve tickets at the lowest level of support.
Receive, triage, and route tickets to Tier 2 Help Desk.
Compile and organize data for monthly status reports.
Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts.
Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket.
Assist users with account creation, accessing and using IT systems.
Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes.
Analyze, log, and track issue and problem tickets related to Intelink application.
Provide trend analysis and metrics to the Government based on gathered data and monthly status reports.
Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement.
Provide daily written and oral communications, make recommendations for improving documentation.
Attend weekly meetings to apprise the IT Director on the status of tickets and any issues/problems with resolving tickets.
Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures.
Provide recommendations to the IT Director on issues/problems identified and reported in trend analysis.
Provides daily supervision and direction to Help Desk staff that are responsible for phone and in-person support to users, including e-mail, LAN/WAN, directories, standard desktop images and applications.
Work on weekends as needed.