Help Desk Technician II

Baldor's Technology team is hiring an IT Help Desk Technician, Level 2 to deliver hands-on, front-line support to employees across our Bronx headquarters and branch distribution centers. Reporting to the IT Service Desk Supervisor, you handle the full range of issues that come through the Service Desk: you diagnose problems, resolve them within our service-level targets, and document what you learn so the whole team gets faster.

You will thrive here if you think critically, communicate clearly, and enjoy being challenged to learn new tools. This is a collaborative, customer-focused role. You work side by side with fellow Service Desk technicians, senior administrators, and the wider Technology team to keep Baldor running.

• Own resolution of incidents and service requests across desktops, laptops, mobile devices, the cloud productivity and collaboration suite, and core business applications, meeting defined SLAs for response and resolution

• Triage, prioritize, and communicate clearly with employees throughout the ticket lifecycle, keeping them informed until issues are resolved

• Diagnose and resolve hardware, software, network, and account issues, escalating system-level problems to senior engineers with thorough documentation

• Onboard and enroll devices through the endpoint management (MDM) platform, completing initial setup and basic compliance troubleshooting for Windows, macOS, iOS, and Android

• Support identity and access operations in the cloud identity platform, including account provisioning, group membership, MFA and passkey resets, sign-in and conditional access troubleshooting, and onboarding and offboarding tasks under established standards

• Image, configure, and deploy new hardware and software, and maintain accurate asset inventory records

• Support warehouse and logistics hardware across the distribution centers, including handheld barcode scanners, rugged mobile devices, and label and thermal printers, along with the shared workstations and kiosks that frontline associates rely on

• Monitor and resolve shipping and receiving errors in our ERP environment so customer orders are picked, packed, and delivered on time

• Provide security-aware support: triage user-reported phishing, help employees enroll in MFA and passkeys, and escalate suspected incidents per established procedures

• Write and maintain SOPs, knowledge-base articles, and end-user guidance, and coach employees to build their own self-service skills

• Spot recurring issues and develop solutions to eliminate repeat repairs and improve the end user experience

• Use AI-augmented tooling to work more efficiently; Baldor encourages the use of approved AI assistants to speed troubleshooting, drafting, and documentation, with latitude to suggest new ways of working

• Contribute to the continuous improvement of our ticketing, knowledge, and endpoint platforms

• 1+ years in a help desk, desktop support, or technical customer-service role

• Hands-on experience with an IT service management (ITSM) or ticketing platform

• Solid working knowledge of Windows 11 and the cloud productivity and collaboration suite, with strong endpoint and network troubleshooting skills (TCP/IP, DNS, DHCP, and tools such as ping, tracert, nslookup, telnet, and tcping), including support for virtual desktop infrastructure (VDI)

• Experience supporting cloud identity, email, and collaboration (a cloud identity platform with an authenticator app and passkeys, cloud email, file sharing, and team collaboration)

• Strong written and verbal communication, with the ability to explain technical topics to non-technical employees

• Strong problem-solving skills and attention to detail, and the ability to stay composed and customer-focused under pressure

• Availability to work a first-shift (daytime) schedule, with occasional flexibility for after-hours maintenance or project work as needed

• High school diploma or equivalent required

• Associate's or bachelor's degree in computer science, information systems, or a related field

• Industry certifications such as CompTIA A+ or Microsoft MD-102 (Modern Desktop Administrator)

• Experience with an endpoint management (MDM) platform, advanced system troubleshooting utilities, and PowerShell and Python for automation

• Familiarity with food distribution, logistics, or warehouse environments and the technology that supports them

• Tickets are resolved within SLA, with high customer-satisfaction scores.

• Employees across headquarters and the distribution centers receive fast, friendly, and effective support.

• Recurring problems are documented and shared across the team, measurably reducing repeat tickets.

• Devices are enrolled, compliant, and well-maintained throughout their lifecycle.

• The knowledge base grows and improves, making both the team and end users more self-sufficient.

• On-site at our Bronx headquarters (155 Food Center Drive), with occasional travel to branch distribution centers as needed

• Full-time, non-exempt (hourly) position

• First-shift (daytime) schedule, with occasional flexibility for after-hours maintenance or project work as needed

• Role may involve lifting and setting up IT equipment

#LI-KZ1

#LI-Onsite

Baldor's Technology team is hiring an IT Help Desk Technician, Level 2 to deliver hands-on, front-line support to employees across our Bronx headquarters and branch distribution centers. Reporting to the IT Service Desk Supervisor, you handle the full range of issues that come through the Service Desk: you diagnose problems, resolve them within our service-level targets, and document what you learn so the whole team gets faster.

You will thrive here if you think critically, communicate clearly, and enjoy being challenged to learn new tools. This is a collaborative, customer-focused role. You work side by side with fellow Service Desk technicians, senior administrators, and the wider Technology team to keep Baldor running.

• Own resolution of incidents and service requests across desktops, laptops, mobile devices, the cloud productivity and collaboration suite, and core business applications, meeting defined SLAs for response and resolution

• Triage, prioritize, and communicate clearly with employees throughout the ticket lifecycle, keeping them informed until issues are resolved

• Diagnose and resolve hardware, software, network, and account issues, escalating system-level problems to senior engineers with thorough documentation

• Onboard and enroll devices through the endpoint management (MDM) platform, completing initial setup and basic compliance troubleshooting for Windows, macOS, iOS, and Android

• Support identity and access operations in the cloud identity platform, including account provisioning, group membership, MFA and passkey resets, sign-in and conditional access troubleshooting, and onboarding and offboarding tasks under established standards

• Image, configure, and deploy new hardware and software, and maintain accurate asset inventory records

• Support warehouse and logistics hardware across the distribution centers, including handheld barcode scanners, rugged mobile devices, and label and thermal printers, along with the shared workstations and kiosks that frontline associates rely on

• Monitor and resolve shipping and receiving errors in our ERP environment so customer orders are picked, packed, and delivered on time

• Provide security-aware support: triage user-reported phishing, help employees enroll in MFA and passkeys, and escalate suspected incidents per established procedures

• Write and maintain SOPs, knowledge-base articles, and end-user guidance, and coach employees to build their own self-service skills

• Spot recurring issues and develop solutions to eliminate repeat repairs and improve the end user experience

• Use AI-augmented tooling to work more efficiently; Baldor encourages the use of approved AI assistants to speed troubleshooting, drafting, and documentation, with latitude to suggest new ways of working

• Contribute to the continuous improvement of our ticketing, knowledge, and endpoint platforms

• 1+ years in a help desk, desktop support, or technical customer-service role

• Hands-on experience with an IT service management (ITSM) or ticketing platform

• Solid working knowledge of Windows 11 and the cloud productivity and collaboration suite, with strong endpoint and network troubleshooting skills (TCP/IP, DNS, DHCP, and tools such as ping, tracert, nslookup, telnet, and tcping), including support for virtual desktop infrastructure (VDI)

• Experience supporting cloud identity, email, and collaboration (a cloud identity platform with an authenticator app and passkeys, cloud email, file sharing, and team collaboration)

• Strong written and verbal communication, with the ability to explain technical topics to non-technical employees

• Strong problem-solving skills and attention to detail, and the ability to stay composed and customer-focused under pressure

• Availability to work a first-shift (daytime) schedule, with occasional flexibility for after-hours maintenance or project work as needed

• High school diploma or equivalent required

• Associate's or bachelor's degree in computer science, information systems, or a related field

• Industry certifications such as CompTIA A+ or Microsoft MD-102 (Modern Desktop Administrator)

• Experience with an endpoint management (MDM) platform, advanced system troubleshooting utilities, and PowerShell and Python for automation

• Familiarity with food distribution, logistics, or warehouse environments and the technology that supports them

• Tickets are resolved within SLA, with high customer-satisfaction scores.

• Employees across headquarters and the distribution centers receive fast, friendly, and effective support.

• Recurring problems are documented and shared across the team, measurably reducing repeat tickets.

• Devices are enrolled, compliant, and well-maintained throughout their lifecycle.

• The knowledge base grows and improves, making both the team and end users more self-sufficient.

• On-site at our Bronx headquarters (155 Food Center Drive), with occasional travel to branch distribution centers as needed

• Full-time, non-exempt (hourly) position

• First-shift (daytime) schedule, with occasional flexibility for after-hours maintenance or project work as needed

• Role may involve lifting and setting up IT equipment