Remote IT Service Desk Technician

Balchem; Montvale (NJ); On-site; USD 32,000 - 39,000; Full time

Job summary

Balchem is seeking a Service Desk Technician to be the first point of contact for hardware, software, and end-user issues. You will own support calls, troubleshoot, document solutions, and escalate when needed, while communicating clearly to non-technical users.

Based in Montvale, NJ, this full-time role requires an associate degree or IT certification, familiarity with Windows 11, Microsoft Office, ticketing systems, and a willingness to support IT infrastructure and field questions from staff,

Qualifications

• Associate degree and/or IT certification (CompTIA or Google IT Support).
• Ability to build rapport with employees and gather clear details about technical issues.
• Working knowledge of Windows-based devices and mobile troubleshooting (iOS/Android).
• Familiarity with Microsoft Office, Windows 11, ticketing systems, internal documentation platforms, and remote management tools.
• Strong interpersonal and communication skills, including the ability to explain technical information to non-technical users.
• Ability to organize resources, manage priorities, and follow through on assigned tasks.
• Ability to learn, install, configure, and maintain various computer hardware and software systems
• Passion for technology and a growth-oriented mindset.
• Ability to work weekends or late evenings as needed to support business and system requirements.

Responsibilities

• Serve as the initial point of contact for employee support requests.
• Troubleshoot, research, and resolve hardware, software, application, printer, peripheral, and network-related issues; document solutions for future reference.
• Install, configure, maintain, and upgrade desktops, laptops, printers, software, and related end-user technology.
• Assist with the maintenance of servers, Ethernet networks, cabling, and other IT infrastructure, equipment, and systems.
• Follow standard Service Desk procedures, accurately log and track requests, maintain ownership of issues, and ensure timely resolution or escalation.
• Communicate technical information clearly to non-technical users and advise employees on appropriate courses of action.
• Collaborate with vendors and internal IT teams to resolve issues, support product enhancements, and assist with major system changes, network redesigns, and systems integrations.
• Develop a working knowledge of commonly used software, hardware, equipment, and the interdependencies among systems, applications, and infrastructure.
• Assist with documenting recurring issues, resolutions, and best practices to support knowledge sharing and continuous improvement.
• Follow all safety policies and procedures, including the use of required personal protective equipment and equipment safeguards.
• Perform other duties as assigned.

Skills

IT Certification

Windows troubleshooting

MS Office

Customer communication

Ticketing systems

Remote management tools

Time management

Weekend availability

Education

Associate degree

Tools

Microsoft Office

Windows 11

Ticketing systems

Remote management tools

Documentation platforms

Job description

Balchem is seeking a Service Desk Technician to be the first point of contact for hardware, software, and end-user issues. You will own support calls, troubleshoot, document solutions, and escalate when needed, while communicating clearly to non-technical users.

Based in Montvale, NJ, this full-time role requires an associate degree or IT certification, familiarity with Windows 11, Microsoft Office, ticketing systems, and a willingness to support IT infrastructure and field questions from staff,