Help Desk Technician (Bailey Nurseries)

Position Title : IT Help Desk Technician

Department : IT

Reports To : Helpdesk & Cyber Security Manager

FLSA Status : Non-Exempt

Compensation : TBD

Position Summary : As an IT Help Desk Technician, you will be a key resource in maintaining reliable technology systems and supporting end users across the organization. Job responsibilities include assisting with daily IT operations, troubleshooting technical issues, and ensuring systems function efficiently so business tasks can be completed without interruption. You will respond to support requests through multiple channels : phone, email, in person, and other avenues with professionalism and a strong commitment to service excellence. This role is ideal for someone who values accuracy, teamwork, and problem-solving in a collaborative environment. If you enjoy problem-solving and want to be part of a team that blends technology with nature, this is the opportunity for you.

Essential Duties and Responsibilities :

• Respond promptly and courteously to support requests via phone, email, in-person, and ticketing systems.
• Prioritize, schedule, and troubleshoot technical issues; escalate complex problems to senior IT staff as needed.
• Continuously learn and support company-approved software, hardware, and cloud platforms.
• Use available resources and tools to aid in troubleshooting and problem resolution.
• Record resolutions and maintain detailed logs for future reference and analysis.
• Learn appropriate software and hardware used throughout the company which is supported by the IT department.
• Perform hands-on fixes, upgrades, and configurations for desktops, laptops, mobile devices, and peripherals.
• Perform preventative maintenance, including checking and upgrading of workstations, mobile devices, and peripherals.
• Test solutions and follow up with users to ensure appropriate resolution.
• Document pertinent information including user, department, contact information and the nature of the problem.
• Develop and maintain user documentation, training materials, and internal knowledge base articles.
• Adhere to IT security policies and procedures; maintain confidentiality and protect sensitive data.
• Proactively identify recurring issues and suggest improvements to processes or systems.
• Perform asset management for hardware, software, and licenses.
• Deploy, configure, and manage smartphones, printers, computers, and other IT equipment.
• Collaborate constructively with the Helpdesk team to complete tasks and achieve departmental goals.

Required Qualifications :

Preferred Qualifications :

Physical Requirements and Work Environment : On-site work with prolonged periods of sitting or standing at a desk. Occasional bending or reaching for files or office supplies. Occasionally required to lift up to 30 pounds. Travel between different sites. Primarily an indoor office environment with occasional field presence and exposure to different weather conditions.

Disclaimer : This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Duties, responsibilities, and activities may change at any time with or without notice. Offers of employment are contingent upon the successful completion of a background check, Motor Vehicle Record (MVR) check and continued eligibility for driver insurability.

Bailey Nurseries is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other legally protected status. All qualified applicants will receive consideration for employment. Employment with Bailey Nurseries is at-will and may be terminated at any time by either party, in accordance with applicable law. If you need assistance or reasonable accommodation during the application process, please contact our HR team.