IT Help Desk I — Frontline Tech Support

Holly Poultry, Inc.; Baltimore (MD); On-site; USD 42,000 - 62,000; Full time

Job summary

One Fine Family, proudly based in Baltimore, is hiring an IT Help Desk to support both warehouse and office teams. The role requires resolving hardware, software, and network issues, resetting passwords, and ensuring seamless IT operations in a manufacturing environment.

Candidates should have strong customer service, basic troubleshooting procedures, and ideally IT certifications (e.g., CompTIA A+). Some weekend work and post-offer drug/background screening are expected.

Qualifications

• Intermediate knowledge of Windows and Microsoft Office.
• Strong customer service and communication skills.
• Ability to follow troubleshooting procedures.
• IT certification or related education preferred (CompTIA A+ or equivalent).
• Other projects as assigned by leadership.
• Candidate must successfully pass post-offer/pre-employment drug and background screen.

Responsibilities

• Respond promptly to help desk tickets and phone requests.
• Troubleshoot basic hardware, software, and network issues.
• Reset passwords and manage user account access.
• Install and configure computers, printers, and peripherals.
• Escalate complex issues to Tier 2 or higher.
• Document all ticket resolutions and technical steps.
• Excellent customer service internally and externally.
• Ability to work in a cold/wet manufacturing plant to test systems.
• Ability to work weekends as needed.

Skills

Windows & Office

Customer service

Troubleshooting procedures

IT certifications

Job description

One Fine Family, proudly based in Baltimore, is hiring an IT Help Desk to support both warehouse and office teams. The role requires resolving hardware, software, and network issues, resetting passwords, and ensuring seamless IT operations in a manufacturing environment.

Candidates should have strong customer service, basic troubleshooting procedures, and ideally IT certifications (e.g., CompTIA A+). Some weekend work and post-offer drug/background screening are expected.