Help Desk Support Specialist

IDEXX; Westbrook (ME); On-site; USD 77,366,000 - 91,693,000; Full time

Benefits offered by this job

Health / Dental / Vision Benefits Day‑

Annual cash bonus

401k with company match

Job summary

IDEXX is seeking an IT Help Desk professional in Westbrook, ME to provide Tier 2 and desk-side support for employees across the enterprise. On-site four days a week, you will resolve hardware and software issues, document resolutions in ServiceNow, and assist with configuring and imaging computers.

The role emphasizes customer service, strong problem-solving, and collaboration with vendors as needed, with benefits and career growth opportunities at IDEXX.

Qualifications

• Provide Tier 2 and desk-side IT support across the enterprise.
• Diagnose and troubleshoot software and hardware problems.
• Support Windows 10, Office 365, and browser configurations.
• Work in a team and share knowledge to improve processes.

Responsibilities

• In this role, you will provide Tier 2 and desk-side support for IDEXX employees.
• You will answer Help Desk calls with telephone support for systems or applications.
• You will troubleshoot issues and resolve them or escalate as needed; perform root-cause analysis.
• Document issues and resolutions in ServiceNow; build knowledge base entries.
• Image and configure IDEXX computers and received hardware/software.
• Share resolutions with the team and contribute to policies and procedures.
• Discuss products and troubleshooting with hardware and software vendors as needed.

Skills

IT support

Tier 1/2 support

Windows 10

Office 365

Active Directory

Hardware troubleshooting

Customer service

Telephone etiquette

Vendor coordination

Education

High school diploma

Tools

ServiceNow

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.