Help Desk Technician II in Worcester, Massachusetts at Rise Baking Company, LLC

Job Purpose

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.

Essential Functions

• 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

Qualifications (Education, Experience, Competencies)

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

California, Illinois, Massachusetts, Minnesota, Washington and New York Residents Only: The hourly range for this role is $25.00 to $32.00 per hour. Pay is based upon several factors including but not limited to local labor markets, education, work experience, certifications, etc. Rise Baking Company complies with all minimum wage laws as applicable. In addition to your hourly wages, Rise Baking Company offers benefits such as, a comprehensive benefits package, annual bonus eligibility, incentive and recognition programs and 401k contributions (all benefits are subject to eligibility requirements). At Rise Baking Company, our people are our finest ingredient.