Level 2 Service Desk Technician

About Us :

Baillie Lumber Co. is one of North America's largest hardwood lumber manufacturers, distributors and exporters. We are a provider of hardwood logs, hardwood lumber and proprietary grade hardwood lumber products.

The Level 2 Service Desk Technician plays a critical role in ensuring the smooth and efficient operation of IT systems within our dynamic manufacturing environment. This position is responsible for providing advanced technical support to end-users, resolving complex hardware and software issues, and escalating problems to Level 3 support when necessary. The ideal candidate will have a strong understanding of IT infrastructure common in manufacturing, excellent problem-solving skills, and a commitment to delivering exceptional customer service.

Key Responsibilities :

• Advanced Incident Resolution :

Diagnose and resolve complex technical issues related to desktops, laptops, mobile devices, printers, network connectivity, and manufacturing-specific software (e.g., SAP systems, MES, SCADA).

Provide support for Microsoft Windows operating systems (various versions), Microsoft Office Suite, and other standard business applications.

Troubleshoot and resolve issues with office and industrial PCs, HMIs (Human-Machine Interfaces), and other office and production floor technology such as IOS and Android devices.

Perform remote troubleshooting and support for users across various shifts and plant locations.

Problem Management :

Identify recurring issues and work to find root causes and permanent solutions.

Contribute to the development of knowledge base articles and technical documentation to improve self-service capabilities and Level 1 support efficiency.

System Administration & Maintenance :

Assist with user account management (creation, modification, deletion) in Active Directory and other systems.

Configure and deploy new hardware and software.

Perform routine system checks and maintenance tasks as assigned.

Support network connectivity for manufacturing equipment and office systems.

Collaboration & Escalation :

Collaborate closely with Level 1 Service Desk technicians, providing guidance and training.

Effectively escalate complex or critical issues to Level 3 support or specialized IT teams (e.g., Network, Systems, Applications) with detailed problem descriptions and troubleshooting steps.

Communicate effectively with end-users, keeping them informed of progress and managing expectations.

Manufacturing Environment Specifics :

Understand the criticality of uptime in a manufacturing setting and prioritize issues accordingly.

Work safely and adhere to all plant safety regulations.

Potentially provide on-site support to production lines as needed.

Documentation & Reporting :

Maintain accurate and detailed records of all incidents, requests, and resolutions in the IT Service Management (ITSM) system.

Generate reports on common issues, resolution times, and service desk performance as required.

Continuous Improvement :

Stay up-to-date with new technologies and industry best practices.

Proactively identify opportunities to improve IT services and processes.

Qualifications :

Education :

Associate's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience.

Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified Professional) are a plus.

Experience :

3+ years of experience in a Service Desk or IT Support role, with at least 1-2 years at a Level 2 capacity.

Prior experience in a manufacturing or industrial environment is highly preferred.

Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk).

Technical Skills :

Strong proficiency in troubleshooting Microsoft Windows operating systems (Windows 10 / 11) and Microsoft Office 365.

Strong proficiency in mobile devices and operating systems, IOS and Android

Solid understanding of networking fundamentals (TCP / IP, DNS, DHCP, VPN).

Familiarity with Active Directory user and computer management.

Experience with hardware diagnostics and repair for desktops, laptops, printers and other business and manufacturing peripherals.

Basic understanding of server concepts (file shares, print servers).

Knowledge of manufacturing-specific software / hardware (e.g., PLCs, SCADA, MES, ERP systems like SAP, Oracle, Infor, Epicor is a significant advantage.

Benefits

Health, dental, and vision insurance

401(k) with company match

Performance bonuses

Paid vacation days and holidays.

Minimum - Anticipated Maximum Salary : $65,000 - $80,000

The advertised pay range represents what Baillie Lumber Co. believes we would anticipate paying for this position. It is not typical for an individual to be compensated at the top of the range for a position as candidates must possess experience and qualifications that far exceed the requirements.