Help Desk Technician - Tier II

Job Description

After more than 65 years, The Honey Baked Ham Company continues to be a successful, family-owned business, serving customers at our 425+ retail locations across the United States. We're the home of The World's Best Ham™ and the secret to our success isn't a secret at all--it's our people. We're a high performance team committed to being authentic in everything we do and to living our Values in full view of the communities we serve. We have an entrepreneurial spirit that's brought us a lot of success and we're looking for a Tier II Help Desk professional to join the team in our Dunwoody data center. Our perfect candidate will thrive in a fun and casual environment, pay it forward daily, and add value to the company by providing technical support to end users and network infrastructure environments. This includes troubleshooting and diagnosing hardware, network, and equipment issues, including but not limited to PCs (Windows and MacOS), iPads, and POS systems/peripherals. Additionally, this role will serve as the primary escalation point for the Tier I team and a liaison between other internal teams and vendors.

WHAT THIS ROLE WILL DO

• Respond to requests for technical assistance via phone, ServiceNow ticketing system, or email.
• Support resolution of issues escalated from Tier 1 team members, working directly with users on timely resolution of issues.
• Provide on-site and remote technical support for workstations, POS hardware & software, and mobile devices.
• Liaise with internal IT teams and vendors to research and resolve complex technical issues.
• Administer support for Microsoft O365, Active Directory and Azure Active Directory
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Develop and maintain PowerShell scripts
• Provision, manage and troubleshoot Mobile devices such as iPhones, iPads and Windows-based tablets.
• Diagnose and resolve technical issues remotely.
• Write training manuals and other technical documentation.
• Maintain related documentation for incidents, work orders, change requests, and project tasks
• Train computer users and seasonal help desk staff.
• Walk customers through the problem-solving process.
• Promote and encourage a "one team" attitude at all levels internally and externally.

YOUR TRACK RECORD

Bachelor's in the IT field or related preferrs. A+, Network+ or equivalent certification preferred. 3+ years' experience in an IT Help Desk environment. An understanding of Active Directory (Account creation, password resets, group and distro list membership, OneDrive for Business, SharePoint, etc.) An extensive amount of experience in basic computer troubleshooting (Windows & Mac). In-depth knowledge and understanding of computer operating systems in an Enterprise environment. Familiarity with image process. In-depth knowledge of hardware and software applications with a preference for retail sales support.

Also needed is experience with:

• Microsoft Office365, Teams & Azure Active Directory administration
• Powershell
• SQL Management Studio
• Windows & MacOS in a domain environment
• Network Troubleshooting

Success in this role will require:

• Demonstrated analytical problem-solving skills and ability to work on assignments independently.
• Strong verbal, written & interpersonal communication skills
• Ability to interact at all levels of management internally, and with customers and vendors.
• Experience in working within a PCI or SOX environment.
• Excellent follow-through
• Planning and organizing skills.

WHAT ELSE TO KNOW?

Rotating after hours and on weekends. Occasional overtime work required throughout the year. Heavy overtime work is required during holiday periods. Occasional out-of-state travel

WHAT WE OFFER

Competitive salary and benefits plan, including a matched 401(k) and a culture where doing the right thing is the only thing to where you can have fun (Really. It's in our Values. #notstuffy) We're proud of our company and to be an equal opportunity employer. Applicants for employment are considered without regard to race, sex, color, citizenship, national origin, religion, age, marital status, disability, military/uniformed service, sexual orientation, gender identity or expression or any other protected class under applicable federal, state or local law.