On-Site IT Help Desk Technician – Tier 2 Support

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

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.