Helpdesk- Tier 2 Senior Level
at NEF, H&S Bakery, Schmidt

Date Posted: 11/29/2019

Job Description

Job Summary:


The Helpdesk – Tier 2 Senior Level Job Duties: We are looking for an IT help desk senior level technician to provide the second level of support to end users by handling service requests that have been escalated by lower tiers. Support will be provided onsite, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, and server problems.


Primary Job Duties:


Helpdesk – Tier 2 Senior Level:


  • Provide technical support on-site, via phone, or email.
  • Troubleshooting hardware and software computer issues
  • Troubleshooting network connectivity
  • Troubleshooting data and voice circuit issues
  • Setup and configure computers and printers.
  • Key Fob Access Maintenance
  • Asset management of computer software and hardware
  • After Hours on-call support



  • Provide end user support for both hardware and software issues
  • Generate trouble tickets based on end user requests/needs
  • Troubleshoot issues including but not limited to email, printing, file access, authentication, GPO, AD, DHCP, Server, etc...
  • Install/Update Operating Systems and business applications on Windows PC's
  • Install/Upgrade Computer Hardware
  • Configure and track IT equipment for new hires
  • Maintain IT Knowledgebase with known issues and resolutions
  • Assist the network support vendor as needed with projects and support
  • Provide after hours on call support on a rotational schedule
  • Part of the on-call rotation as well as 24/7/365 to support user base and team.


Job Requirements

Essential Job Functions/Requirements:


  • At least 5 years of related experience with:
    • Office 365 Product Set
    • Virtualization technologies – VMWare and Hyper-V
    • SAN experience – EMC, NetApp, HP
    • LAN/WAN technologies and experience
    • Working knowledge of Windows server 2008/2012/2016 and Active Directory
  • Microsoft Group Policies
    • Relevant work experience, mainly with cloud technologies but on premise is required
    • DHCP
    • Anti-virus software (Symantec and Avast)
  • Customer service driven, personable, self-motivated, flexible, creative.
  • Strong problem solving and ability to exercise sound judgement
  • Make decisions based off accurate assessment of situation
  • Ability to communicate to a broad spectrum of professionals – from highly technical to executive level
  • Ability to manage multiple projects
  • Ability and desire to work in a team environment
  • Exceptional integrity, values, principles, and work ethic
  • Excellent interpersonal skills and the ability to interact with staff at all levels within the organization
  • The ability to think independently
  • Strong time management skills
  • Backup support for mobile handhelds and printers for 26 depots and 550 + routes

Experience:    5 years’ or more of experience.

Education:     Bachelor’s degree in Computer Science or Information Systems. 

  • Must be able to read, and understand written sentences and paragraphs in work related documents.
  • Must be able to speak, talk to others in a way that passes information correctly.
  • Must be able to write and communicate effectively in writing.
  • Must have attention to detail.
  • Must be able to climb, balance, stoop, kneel, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing and repetitive motions.

This position requires sedentary to medium work: Exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.  Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Exerting up to 50 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or a negligible amount of force constantly to move objects.  If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work. Exerting up to 50 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 50 pounds of force constantly to move objects.



  • Must have visual acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 


Job Snapshot

About Us

Family owned and operated since the early 1960’s, Northeast Foods, H&S Bakery, and Schmidt Baking Company have nine divisions operating in seven states, with distribution in 23 states and still growing. The company is made up of more than 2,000 employees system wide, in addition to a fleet of 110 delivery vans and more than 200 tractor-trailers. We continue to give back to the people that helped make our success possible to help them to realize their dreams. Northeast Foods and H&S Bakery continues to thrive because its people share the same core values of hard work, dedication to community and pride of achievement.

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We are an equal opportunity employer and does not discriminate in its selection and employment practices on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, genetic information, age, membership in an employee organization, or other non-merit factors. Persons with disabilities who need to request reasonable accommodations during the application process may send an email to or call Tisha Payne at (410) 558-3050 ext. 3517. No other phone calls will be accepted.