Help Desk Technician

Description

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 ase visit our website to learn more about our delicious French crêpes, golden chocolate croissants, fluffy pancakes, and our large range of outstanding French brioches.

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 Safety Chain 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.

• 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, One Drive).
• 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.

• Fix errors on Safety Chain forms and publish approved forms live.
• Troubleshoot Level 1 Safety Chain issues (login access, station connectivity, printer/scanner errors, basic application errors).
• Escalate Safety Chain 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 Safety Chain-dependent processes.
• Document recurring Safety Chain issues for review by the Systems team.

• 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.

• 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.

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

• 0–2 year of experience in a help desk, technical support, or customer service role (internships included).
• Basi…