Tier 2 Help Desk Specialist - On-Site IT Support

IDEXX Laboratories, Inc; Westbrook (ME); On-site; USD 37,000 - 44,000; Full time

Benefits offered by this job

Annual cash bonus

Health/Dental/Vision Day-One

5% 401k match

On-the-job training

Employee stock program

Volunteer paid days off

Foundation donation matching

Job summary

IDEXX Laboratories, Inc. is seeking an IT Help Desk professional to provide Tier 2 support and on-site assistance for IDEXX employees in Westbrook, ME. You will handle calls, troubleshoot hardware and software, image and configure devices, and contribute to the knowledge base.

The role emphasizes teamwork, strong customer service, and familiarity with Windows 10, Office 365, AD, and vendor interaction. On-site four days per week with competitive hourly pay and benefits.

Qualifications

• 2–4 years IT Tier 1/2 support experience.
• Strong diagnose and troubleshoot software/hardware.
• Proficient with Windows 10, Office 365, and browser configurations.
• Experience with Active Directory.
• A+, Network+, or Security+ certifications are a plus.
• High school diploma or equivalent.
• Excellent customer service and interpersonal skills; strong phone etiquette.
• Prefer experience in warehouse or distribution center environment.
• Ability to establish and maintain trust with customers.

Responsibilities

• Provide Tier 2 and desk-side IT support for IDEXX employees.
• Answer Help Desk calls and offer telephone support for systems or applications.
• Troubleshoot and resolve issues; perform root-cause analysis and create checklists.
• Document issues and resolutions in ServiceNow ticketing system.
• Receive and image/setup IDEXX computers; handle IT hardware intake.
• Share resolutions and contribute to knowledge base; update policies as needed.
• Discuss products and troubleshooting with hardware and software vendors.

Skills

IT support

Troubleshooting

Windows 10

Office 365

Active Directory

Customer service

Teamwork

Phone etiquette

Hardware configuration

Vendor interaction

Networking basics

Education

High School diploma

Tools

ServiceNow

Imaging hardware setups

Job description

IDEXX Laboratories, Inc. is seeking an IT Help Desk professional to provide Tier 2 support and on-site assistance for IDEXX employees in Westbrook, ME. You will handle calls, troubleshoot hardware and software, image and configure devices, and contribute to the knowledge base.

The role emphasizes teamwork, strong customer service, and familiarity with Windows 10, Office 365, AD, and vendor interaction. On-site four days per week with competitive hourly pay and benefits.