On-Site Tier 2 Help Desk Technician – Westbrook, ME

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

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.