Help Desk Support Specialist

Jimmy's Gourmet Bakery is looking for a knowledgeable and customer-focused Help Desk Support Specialist to join our IT team. In this role, you will provide day-to-day technical support for employees across our office, warehouse, and manufacturing environments. You'll troubleshoot hardware and software issues, assist with user onboarding, maintain IT equipment, and support key business applications.

• Provide technical support for Windows 11 desktops and laptops.
• Troubleshoot hardware, software, printers, mobile devices, and peripheral equipment.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, SharePoint, and One Drive.
• Assist users with Net Suite ERP/WMS, Red Zone, Nutra Coster, and other business applications.
• Set up new user accounts, computers, and equipment for new hires.
• Maintain Active Directory user accounts, permissions, and security groups.
• Respond to and document help desk requests in Jira.
• Escalate issues to third-party vendors when appropriate and ensure service levels are met.
• Maintain hardware and software inventory.
• Install, upgrade, and replace computer hardware and software as needed.
• Create and maintain IT documentation and procedures.
• Support users in both office and manufacturing environments.

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• Minimum of 2 years of Help Desk or Desktop Support experience.
• Strong knowledge of Windows 11 and Microsoft 365.
• Experience troubleshooting desktop hardware and software.
• Experience with VPNs, remote support tools, and user account administration.
• Strong documentation and organizational skills.
• Excellent communication and customer service skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Manufacturing environment experience is a plus.
• Experience supporting ERP systems such as Net Suite is preferred.
• Ability to lift and move computer equipment and printers weighing up to 45 pounds.
• Ability to work in both office and manufacturing environments.

* At Jimmy's Gourmet Bakery, we believe our team's success starts with feeling valued and supported. That's why we offer:*

• Competitive pay and performance bonuses
• 401(k) with company match
• Health, dental, and vision insurance
• Company-paid life insurance and EAP support
• Generous PTO and career growth opportunities

* Join a team that values your contributions and well-being.*