Help Desk Technician II

Baldor Specialty Foods, Inc.; New York (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Time Off

Medical, Dental & Vision Coverage

401(k) Plan with Company Match

Company-Paid Life Insurance

Disability Coverage

Employee discounts on Baldor products

Commuter Benefits

Career growth and development

Job summary

Baldor Specialty Foods, Inc. is seeking an IT Help Desk Technician, Level 2 to deliver hands-on, front-line support to employees across our Bronx headquarters and distribution centers. You will diagnose problems, resolve them within SLAs, and document learnings to help the team get faster.

You will thrive if you think critically, communicate clearly, and enjoy learning new tools. This role is customer-focused and collaborative, working with Service Desk technicians, senior admins, and the wider

Qualifications

• 1+ years in a help desk, desktop support, or technical customer-service role.
• Hands-on experience with an ITSM or ticketing platform.
• Solid working knowledge of Windows 11 and cloud productivity suite; basic TCP/IP, DNS, DHCP.
• Experience supporting cloud identity, email, and collaboration.
• Strong written and verbal communication; cross-functional teamwork.

Responsibilities

• Own resolution of incidents and service requests across desktops, laptops, mobile devices, cloud apps, and core business tools, meeting SLAs.
• Triage, prioritize, and communicate clearly with employees throughout ticket lifecycle.
• Diagnose and resolve hardware, software, network, and account issues; escalate when needed.
• Onboard and enroll devices via the endpoint management platform; support Windows/macOS/iOS/Android.
• Support cloud identity operations including MFA/passkeys, onboarding/offboarding.
• Image, configure, and deploy new hardware; maintain asset inventory.
• Support warehouse hardware (scanners, rugged devices, printers) and frontline workstations.
• Monitor and resolve ERP shipping/receiving issues to ensure on-time orders.
• Write and maintain SOPs and user guidance; foster self-service skills.
• Use AI-augmented tooling to speed troubleshooting, drafting, and documentation.

Skills

Windows 11

ITSM tool

Ticketing platform

Cloud identity & email

Network troubleshooting

Strong communication

Documentation skills

First shift availability

Education

High school diploma or equivalent

Associate's/Bachelor's degree (preferred)

Tools

MDM platform

PowerShell

Python

VDI

Job description

Brief Description

Baldor's Technology team is hiring an IT Help Desk Technician, Level 2 to deliver hands-on, front-line support to employees across our Bronx headquarters and branch distribution centers. Reporting to the IT Service Desk Supervisor, you handle the full range of issues that come through the Service Desk: you diagnose problems, resolve them within our service-level targets, and document what you learn so the whole team gets faster.

Description

Baldor's Technology team is hiring an IT Help Desk Technician, Level 2 to deliver hands-on, front-line support to employees across our Bronx headquarters and branch distribution centers. Reporting to the IT Service Desk Supervisor, you handle the full range of issues that come through the Service Desk: you diagnose problems, resolve them within our service-level targets, and document what you learn so the whole team gets faster.

You will thrive here if you think critically, communicate clearly, and enjoy being challenged to learn new tools. This is a collaborative, customer-focused role. You work side by side with fellow Service Desk technicians, senior administrators, and the wider Technology team to keep Baldor running.

Key Responsibilities

• Own resolution of incidents and service requests across desktops, laptops, mobile devices, the cloud productivity and collaboration suite, and core business applications, meeting defined SLAs for response and resolution
• Triage, prioritize, and communicate clearly with employees throughout the ticket lifecycle, keeping them informed until issues are resolved
• Diagnose and resolve hardware, software, network, and account issues, escalating system-level problems to senior engineers with thorough documentation
• Onboard and enroll devices through the endpoint management (MDM) platform, completing initial setup and basic compliance troubleshooting for Windows, macOS, iOS, and Android
• Support identity and access operations in the cloud identity platform, including account provisioning, group membership, MFA and passkey resets, sign-in and conditional access troubleshooting, and onboarding and offboarding tasks under established standards
• Image, configure, and deploy new hardware and software, and maintain accurate asset inventory records
• Support warehouse and logistics hardware across the distribution centers, including handheld barcode scanners, rugged mobile devices, and label and thermal printers, along with the shared workstations and kiosks that frontline associates rely on
• Monitor and resolve shipping and receiving errors in our ERP environment so customer orders are picked, packed, and delivered on time
• Provide security-aware support: triage user-reported phishing, help employees enroll in MFA and passkeys, and elevate suspected incidents per established procedures
• Write and maintain SOPs, knowledge-base articles, and end-user guidance, and coach employees to build their own self-service skills
• Spot recurring issues and develop solutions to eliminate repeat repairs and improve the end user experience
• Use AI-augmented tooling to work more efficiently; Baldor encourages the use of approved AI assistants to speed troubleshooting, drafting, and documentation, with latitude to suggest new ways of working
• Contribute to the continuous improvement of our ticketing, knowledge, and endpoint platforms

Requirements

• 1+ years in a help desk, desktop support, or technical customer-service role
• Hands‑on experience with an IT service management (ITSM) or ticketing platform
• Solid working knowledge of Windows 11 and the cloud productivity and collaboration suite, with strong endpoint and network troubleshooting skills (TCP/IP, DNS, DHCP, and tools such as ping, tracert, nslookup, telnet, and tcping), including support for virtual desktop infrastructure (VDI)
• Experience supporting cloud identity, email, and collaboration (a cloud identity platform with an authenticator app and passkeys, cloud email, file sharing, and team collaboration)
• Strong written and verbal communication, with the ability to explain technical topics to non-technical employees
• Strong problem‑solving skills and attention to detail, and the ability to stay composed and customer‑focused under pressure
• Availability to work a first‑shift (daytime) schedule, with occasional flexibility for after‑hours maintenance or project work as needed
• High school diploma or equivalent required

Preferred Qualifications

• Associate's or bachelor's degree in computer science, information systems, or a related field
• Industry certifications such as CompTIA A+ or Microsoft MD-102 (Modern Desktop Administrator)
• Experience with an endpoint management (MDM) platform, advanced system troubleshooting utilities, and PowerShell and Python for automation
• Familiarity with food distribution, logistics, or warehouse environments and the technology that supports them

What Success Looks Like In This Role

• Tickets are resolved within SLA, with high customer‑satisfaction scores.
• Employees across headquarters and the distribution centers receive fast, friendly, and effective support.
• Recurring problems are documented and shared across the team, measurably reducing repeat tickets.
• Devices are enrolled, compliant, and well‑maintained throughout their lifecycle.
• The knowledge base grows and improves, making both the team and end users more self-sufficient.

WORK ENVIRONMENT & SCHEDULE

• On‑site at our Bronx headquarters (155 Food Center Drive), with occasional travel to branch distribution centers as needed
• Full‑time, non‑exempt (hourly) position
• First‑shift (daytime) schedule, with occasional flexibility for after‑hours maintenance or project work as needed
• Role may involve lifting and setting up IT equipment

KEY RESPONSIBILITIES

• Own resolution of incidents and service requests across desktops, laptops, mobile devices, the cloud productivity and collaboration suite, and core business applications, meeting defined SLAs for response and resolution
• Triage, prioritize, and communicate clearly with employees throughout the ticket lifecycle, keeping them informed until issues are resolved
• Diagnose and resolve hardware, software, network, and account issues, escalating system‑level problems to senior engineers with thorough documentation
• Onboard and enroll devices through the endpoint management (MDM) platform, completing initial setup and basic compliance troubleshooting for Windows, macOS, iOS, and Android
• Support identity and access operations in the cloud identity platform, including account provisioning, group membership, MFA and passkey resets, sign‑in and conditional access troubleshooting, and onboarding and offboarding tasks under established standards
• Image, configure, and deploy new hardware and software, and maintain accurate asset inventory records
• Support warehouse and logistics hardware across the distribution centers, including handheld barcode scanners, rugged mobile devices, and label and thermal printers, along with the shared workstations and kiosks that frontline associates rely onMonitor and resolve shipping and receiving errors in our ERP environment so customer orders are picked, packed, and delivered on time
• Provide security‑aware support: triage user‑reported phishing, help employees enroll in MFA and passkeys, and elevate suspected incidents per established procedures
• Write and maintain SOPs, knowledge‑base articles, and end‑user guidance, and coach employees to build their own self‑service skills
• Spot recurring issues and develop solutions to eliminate repeat repairs and improve the end user experience
• Use AI‑augmented tooling to work more efficiently; Baldor encourages the use of approved AI assistants to speed troubleshooting, drafting, and documentation, with latitude to suggest new ways of working
• Contribute to the continuous improvement of our ticketing, knowledge, and endpoint platforms

Requirements

• 1+ years in a help desk, desktop support, or technical customer‑service role
• Hands‑on experience with an IT service management (ITSM) or ticketing platform
• Solid working knowledge of Windows 11 and the cloud productivity and collaboration suite, with strong endpoint and network troubleshooting skills (TCP/IP, DNS, DHCP, and tools such as ping, tracert, nslookup, telnet, and tcping), including support for virtual desktop infrastructure (VDI)
• Experience supporting cloud identity, email, and collaboration (a cloud identity platform with an authenticator app and passkeys, cloud email, file sharing, and team collaboration)
• Strong written and verbal communication, with the ability to explain technical topics to non-technical employees
• Strong problem‑solving skills and attention to detail, and the ability to stay composed and customer‑focused under pressure
• Availability to work a first‑shift (daytime) schedule, with occasional flexibility for after‑hours maintenance or project work as needed
• High school diploma or equivalent required

Preferred Qualifications

• Associate's or bachelor's degree in computer science, information systems, or a related field
• Industry certifications such as CompTIA A+ or Microsoft MD-102 (Modern Desktop Administrator)
• Experience with an endpoint management (MDM) platform, advanced system troubleshooting utilities, and PowerShell and Python for automation
• Familiarity with food distribution, logistics, or warehouse environments and the technology that supports them

What Success Looks Like In This Role

• Tickets are resolved within SLA, with high customer‑satisfaction scores.
• Employees across headquarters and the distribution centers receive fast, friendly, and effective support.
• Recurring problems are documented and shared across the team, measurably reducing repeat tickets.
• Devices are enrolled, compliant, and well‑maintained throughout their lifecycle.
• The knowledge base grows and improves, making both the team and end users more self-sufficient.

WORK ENVIRONMENT & SCHEDULE

• On-site at our Bronx headquarters (155 Food Center Drive), with occasional travel to branch distribution centers as needed
• Full-time, non‑exempt (hourly) position
• First‑shift (daytime) schedule, with occasional flexibility for after‑hours maintenance or project work as needed
• Role may involve lifting and setting up IT equipment

About Baldor

Since our beginnings as part of the iconic Greenwich Village retail store, Balducci’s, Baldor has upheld its original promise—to curate and deliver the finest ingredients from around the world. For more than 30 years, we have supported the food industry using cutting‑edge logistics, a modern supply chain, and an unwavering commitment to service. Today, we are the trusted distribution partner for top hotels, restaurants, country clubs, hospitals, nursing homes, and culinary professionals across the region.

Benefits

• Paid Time Off: Vacation, sick time, paid company holidays & floating holidays
• Company-Paid Medical, Dental & Vision Coverage
• 401(k) Plan with Company Match
• Company-Paid Life Insurance
• Company-Paid Short-Term & Long-Term Disability Coverage
• Employee discounts on Baldor products
• Commuter Benefits
• Career growth and development opportunities

Note: Benefits may vary based on position and employment status.

EEO Statement

Baldor believes in equal employment opportunity for all. We continue to build a culture of belonging where everyone is important within a more inclusive workforce and a better world. It is our policy that there will be no discrimination against any employee or applicant for employment on the basis of race, religion, creed, color, national origin, citizenship, marital status, sex, age, sexual orientation, gender identity, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status. Baldor will ensure that all employment decisions are based only on valid job requirements.