Help Desk Support Specialist

MaineGuide; Westbrook (ME); Hybrid; USD 37,000 - 44,000; Full time

Benefits offered by this job

Health benefits Day-One

5% 401k match

On-the-job training

Annual cash bonus

Stock program

Job summary

IDEXX is seeking an IT support professional in Westbrook, ME to provide Tier 2 and desk-side assistance for employees. You will handle Help Desk calls, troubleshoot software and hardware, and document resolutions in ServiceNow.

On-site four days per week, you’ll work with a collaborative team to keep systems running smoothly. The role requires 2–4 years of IT support experience, Windows 10/Office 365 knowledge, and strong customer service skills.

Qualifications

• 2 to 4 years IT Tier 1/2 support experience.
• Diagnose and troubleshoot software and hardware problems.
• Knowledge of Windows 10, Office 365, and browser configs.
• Experience with advanced hardware configurations.
• A+, Network+, and Security+ are a plus.
• High School degree or equivalent required.
• Basic Active Directory understanding.
• Team player with excellent customer service and telephone etiquette.
• Warehouse/Distribution/ manufacturing environment experience is a plus.

Responsibilities

• Provide Tier 2 and desk-side IT support enterprise-wide.
• Answer Help Desk calls and assist IDEXX staff with issues.
• Troubleshoot and resolve problems or research as needed; escalate when required.
• Document issues and resolutions in ServiceNow.
• Image and configure new or reconfigured IDEXX computers.
• Share resolutions and contribute to knowledge base.
• Coordinate with hardware and software vendors as needed.

Skills

IT support

Customer service

Troubleshooting

Windows 10

Office 365

Active Directory

Phone etiquette

Education

High School diploma or equivalent

Tools

ServiceNow

Hardware troubleshooting

Job description

IT accelerates the success of IDEXX's 10,000+ employees and customers by providing scalable and innovative solutions and leadership. We are a global organization that supports all technology needed to deliver products and solutions to customers enabling them to focus on delivering high quality patient care. We strive to provide exceptional customer service and experience in the most efficient means possible, requiring alignment and cross-functional communication.

In this role...

• You will provide Tier 2 and desk-side support for employees across the enterprise
• You will answer incoming calls to Help Desk, providing telephone support to those that work at IDEXX, for computer systems or applications issues.
• You will troubleshoot problems and provides immediate resolution, or performs additional research as needed to resolve issues. Perform root cause analysis and develops checklists for typical problems. Recommend procedures and controls for problem prevention. Set clear and reasonable expectations as to resolution and time frame. Escalate problems to others as needed.
• Document issues and resolution on ServiceNow ticketing system.
• Perform receiving function for incoming IT related hardware and software. Images and sets up new and reconfigured IDEXX computers.
• Shares problem resolutions and unique cases with others on team to add to information knowledge base. Contributes to updated policies and procedures as needed.
• Discusses products, support and troubleshooting with hardware and software vendors as needed.

What you will need to succeed...

• 2 to 4 years of experience providing IT Tier 1 and Tier 2 support
• Strong ability to diagnose and troubleshoot software and hardware problems.
• Broad range of network and desktop knowledge including Windows 10, Microsoft Office 365, and popular browser configurations.
• Demonstrated experience with advanced hardware configurations.
• A+, Network+, and Security+ certifications are a plus
• High School degree or equivalent combination of education and experience required.
• Basic understanding of Active Directory.
• Experience working in a team setting, sharing information and assisting others with calls. Excellent customer service and interpersonal skills; good telephone etiquette.
• Preferable experience working in a similar environment as a Warehouse, Distribution Center or large manufacturing environment.
• Ability to establish and maintain a high level of customer trust and confidence.

Your location:

• This role requires you to be a reasonable driving distance away from Westbrook, Maine, where our corporate HQ is located.
• You will be required to be on-site in Westbrook four (4) days per week
• We will not be considering anyone outside of the local area, for this role.

What you can expect from us:

• Hourly rates targeting: $27 - $32 (yes, we do have flexibility if needed)
• Opportunity for annual cash bonus
• Health / Dental / Vision Benefits Day-One
• 5% matching 401k
• On the job training and career advancement opportunities
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more!

Why IDEXX?

We're proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let's pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.