Help Desk Technician

About the role

The Help Desk Technician is the entry point into Bakerly’s IT department, providing front‑line Level 1 support to employees and plant‑floor staff. This role focuses on ticket resolution, SafetyChain support, and processing price‑list updates in Sage, helping keep the bakery’s operations running smoothly.

Key responsibilities

• Serve as the first point of contact for Level 1 help‑desk tickets, troubleshooting hardware and software issues both in person and remotely.
• Unlock accounts, reset passwords in Active Directory, and update user accounts in the Microsoft 365 Admin Center.
• Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Log, track, and resolve tickets using Freshdesk, escalating beyond Level 1 scope with clear documentation.
• Fix and publish SafetyChain forms, troubleshoot login, connectivity, printer/scanner, and basic application errors.
• Coordinate with plant‑floor personnel to minimize downtime on SafetyChain‑dependent processes and document recurring issues.
• Process and enter price‑list updates in Sage following the defined change‑control process.

Required profile

• Entry‑level candidate with a strong interest in IT support.
• Ability to follow documented procedures and provide clear escalation notes.
• Good communication skills for interacting with both office and plant staff.
• Attention to detail when handling user accounts and price‑list changes.

Required skills

• Active Directory account management.
• Microsoft 365 Admin Center and core applications (Outlook, Teams, SharePoint, OneDrive).
• Freshdesk ticketing system.
• SafetyChain application support.
• Sage price‑list update process.