Tier 2 Help Desk (Hanover, MD)
Full Time $68,000 - $70,000 / yearJob Overview
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
Key Responsibilities
- Provide current and prospective employees with information regarding company policies, job duties, working conditions, wages, promotion opportunities, and employee benefits.
- Serve as a liaison between employees and management by answering questions, interpreting HR policies, assisting with contract administration, and helping resolve work-related concerns.
- Maintain accurate and confidential employee records; compile reports and metrics related to hires, transfers, performance reviews, attendance, and other personnel data.
- Assist in the development, implementation, and communication of HR policies and procedures.
- Support recruitment efforts, including posting positions, scheduling interviews, screening candidates, and coordinating onboarding and orientation activities.
- Demonstrate excellent customer service in all interactions with employees, applicants, managers, and external partners.
- Utilize MS Word, Excel, and PowerPoint at an intermediate level to prepare reports, documents, and presentations.
- Experience with Paycom is a plus!
- Perform other related HR duties as assigned to support departmental goals.
Skills, Knowledge and Expertise
- 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.