Tier 2 Help Desk - Onsite (44949)

One Fine Family is built on a simple belief - everyone deserves great chicken at a great price. Proudly based in Baltimore for more than 60 years, we've grown into a family of brands united by that purpose. One Fine Chicken delivers "Better Chicken for Everyone" with premium quality at an incredible value. Easy Street brings bold, globally inspired flavors to everyday meals, capturing the vibrant spirit of street food culture. Holly Poultry, our food service brand, has earned the trust of some of the nation's most beloved restaurants, including Raising Cane's, Hattie B's, Royal Farms, and Nando's, by providing fresh, high-quality poultry with unmatched confidence and reliability. Rooted in community and driven by purpose, One Fine Family proudly gives back, donating more than 300,000 pounds of chicken each year to local food banks and charities because better chicken should make life better for everyone.

Join us and be a part of something bigger. At One Fine Family, we are united by purpose, fueled by passion, and committed to making a difference. Together, we're shaping the future of food - one plate, one person, and One Fine Family at a time

We are currently hiring for Level 2 IT Specialist / Support Analyst

The Level 2 IT Specialist / Support Analyst is responsible for providing advanced technical support, troubleshooting system, and maintenance across Holly Poultry's corporate, warehouse, and retail operations. This role serves as the primary technical support resource for Level 1 escalations and assists in ensuring smooth operation of hardware, software, and network systems critical to retail, wholesale, and production workflows.

The Level 2 IT Specialist works closely with the IT Manager, Level 3 IT staff, and end-users to resolve technical issues efficiently, support new initiatives, and maintain secure, reliable IT infrastructure.

Responsibilities :

• Utilize work aids to resolve tickets at lowest level of support
• Receive, triage and route tickets to Tier 2 Help Desk according
• Compile and organize data for monthly status reports
• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
• Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
• Assist users with account creation, accessing and using IT systems
• Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
• Analyze, log and track issue and problem tickets related to Intelink application
• Provide trend analysis and metrics to the Government based on gather data and monthly status reports
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Provide daily written and oral communications, make recommendations for improving documentation
• Attend weekly meeting to apprise the IT Director on the status of tickets and any issues / problems with resolving tickets
• Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures
• Provide recommendations to the IT Director on issues / problems identified and reported in trend analysis
• Provides daily supervision and direction to Help Desk staff that are responsible for phone and in-person support to users, including e-mail, LAN / WAN, directories, standard desktop images and applications
• 3-5 years of IT support experience
• In-depth knowledge of Windows operating systems, Office applications
• Strong understanding of Microsoft 365, Azure / Entra ID, Windows Server, and networking fundamentals.
• Excellent troubleshooting, documentation, and communication skills.

Problem-Solving Abilities :

Strong analytical skills to identify root causes and resolve issues efficiently.

Ability to handle high-pressure situations and manage multiple priorities effectively.

Certifications (Preferred) :

CompTIA Network+, Security+, or equivalent certifications.

Microsoft 365 or Azure certifications.

Relevant certifications in networking (CCNA) or backup technologies.

Type : Full-time

Pay : From $70,000.00 per year

Benefits :

401(k)

401(k) matching

Dental insurance

Employee discount

Health insurance

Life insurance

Paid time off

Parental leave

Vision insurance

Work Location : In person

Travel to and from the Baltimore, MD. location and Hanover, MD. may be required.

Weekend work may be required.