Help Desk Technician

Job Description

Job Description

Description:

About our company: 

Bakerly, a happy family-owned company, is proud to be home to one of the fastest-growing brands in the U.S. food industry! Our mission is to craft high-quality bakery products like those enjoyed by millions of families in France. Our reason for being is simple: To inspire moments of joy and connection through our love of authentic French baking, one batch at a time. 

At Bakerly, our teams are guided by core values that define who we are and how we work: Honesty in everything we do, reliability in how we deliver, collaboration in every outcome, positivity in the face of challenges, and a commitment to excellence that pushes us to go the extra mile. 

Our offices located in Miami, FL, Easton, PA, and San Antonio, TX, will make you feel right at home. Please visit our website to learn more about our delicious French crêpes, golden chocolate croissants, fluffy pancakes, and our large range of outstanding French brioches.

Job Description: 

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.

Responsibilities: 

Level 1 Help Desk & User Support:

• 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.

Level 1 SafetyChain Support:

• 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.

Sage — Price List Updates:

• 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.

Administrative Support:

• 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.

Requirements:

Education:

• High school diploma or equivalent required; Associate's degree or coursework in Information Technology or a related field preferred.

Experience:

• 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.

Skills:

• 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.

Job Type:

Exempt/Salary Full-time. Hybrid in Miami, FL.

Location:

Miami, FL

Benefits and Perks:

• 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.

We are committed to ensuring a diverse and inclusive workplace, free from discrimination. Our recruitment process is based solely on individual qualifications and skills, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We adhere to all applicable laws and regulations regarding non-discrimination in employment.