Help Desk Analyst, Level 2

As a Level 2 Help Desk Analyst, you’ll provide advanced end-user support across office, sales, and warehouse environments-owning escalations, driving root cause resolution, and improving how support is delivered through consistent ticketing and documentation. This is not a “close tickets fast and move on” role - we are looking for a team member who enjoys troubleshooting, researching, resolving problems, educating users, and increasing productivity., Advanced Support & Escalations

• Resolve issues across Windows endpoints and Microsoft 365 (Outlook, Teams, OneDrive/SharePoint).
• Troubleshoot network connectivity and access issues (VPN/Wi-Fi/remote users) and coordinate fixes with internal teams and vendors as needed.
• Provide clear escalation notes, evidence, and steps taken.

Warehouse + Distribution Tech Support

• Support warehouse/end-user technology in a distribution environment (including shared workstations, printers/scanners, and warehouse mobility devices).
• Assist with device provisioning, troubleshooting, and deployment practices that keep operations moving.

Platform-Level Process & Documentation

• Consistently document work and outcomes in the ticketing system.
• Create/maintain KB articles and step-by-step SOPs so issues can be resolved faster and more consistently.

Onboarding / Offboarding Support

• Support account provisioning and access changes through the help desk process and in alignment with Navis identity and access requirements (approved access, documented requests, clean audits).
• Partner with HR and managers to improve readiness for new hires (equipment, access, basic setup, etc.)

Continuous Improvement Mindset

• Identify recurring problems and propose permanent fixes (not just workarounds).
• Participate in standardization and best-practice efforts across our Operating Companies “OpCos” (tools, processes, support practices, documentation etc.), * You’re resolving Level 2 tickets independently and closing escalations with high-quality documentation.
• You’ve produced a small set of KB/SOP improvements that reduce repeat issues.
• You’re consistently logging work so we can track trends and support KPIs., * Ownership & Communication: Takes ownership of issues through resolution, ensuring clear, timely communication and follow-through with users and stakeholders.
• Technical Troubleshooting: Effectively diagnoses and resolves moderately complex technical issues using a structured, logical approach.
• Documentation & Knowledge Sharing: Documents work clearly so others can learn, replicate solutions, and improve team efficiency.
• Operational Discipline: Maintains accurate tickets and follows established processes, standards, and SLAs.
• Balancing Urgency & Process: Responds to urgent operational needs while maintaining discipline around process, documentation, and ticket integrity.
• Customer Focus: Delivers responsive, professional support with a focus on user experience and problem resolution.
• Team Collaboration & Improvement: Works collaboratively, shares knowledge, and identifies opportunities to improve processes and reduce recurring issues.

• 3+ years in help desk / desktop support (or equivalent) with demonstrated Level 2 troubleshooting depth
• Strong Windows endpoint troubleshooting (hardware/software/peripherals)
• Strong Microsoft 365 support experience (Outlook/Teams/OneDrive/SharePoint)
• Working knowledge of identity/access concepts and disciplined ticket documentation
• Experience in supporting distribution/warehouse operations (shared devices, scanners, shipping/receiving environments)
• Familiarity with endpoint management tooling and standardized provisioning practices
• Comfortable working with vendors/MSPs and managing escalations professionally

Navis Food Partners, a leading foodservice company with annual revenues of $600 million, is currently seeking a qualified Help Desk Analyst, Level 2, to support the Navis companies based out of Prime Source Foods in Londonderry, NH. Navis operates multiple companies in commercial food distribution (including City Line Foods and Prime Source Foods). The IT department is building a more standardized, robust, best-practice driven IT function while still supporting the realities of fast-paced distribution operations.