In this role you will provide internal Employee walk-in and phone support for computer systems or applications problems, personal computer, device or other related issues. You'll provide technical advice and informal training to Employees. You will also troubleshoot and restore technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms.
As a member of the IT Helpdesk Team you will work closely with the End User Architecture Team to improve IDEXX End User Services policies and procedures in all aspects of system support and problem resolution.
What can you expect?
Providing walk-in and telephone support to Employees for computer systems or applications problems, personal computer, device or other related issues.
Troubleshoots problems and provides immediate resolution, or performs additional research as needed to resolve issues.
May develop checklists for typical problems.
Recommends procedures and controls for problem prevention.
Sets clear and reasonable expectations as to resolution and time frame.
Escalates problems to others as needed.
Documents issues and resolution on tracking system.
Images and sets up new and reconfigured employee 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.
What do you need to succeed?
High school diploma required.
Associates or Bachelor's degree in Computer Science or related field, or related business experience preferred.
Customer service experience required.
A+ certification nice to have.
Typically 1-2+ years' related experience.
Ability to diagnose and troubleshoot software and hardware problems.
Excellent customer service and interpersonal skills; good telephone etiquette.
Ability to attain established customer service standards.
Excellent organizational and time management skills.
Strong verbal and written communication skills.
Demonstrated problem-solving skills.
Ability to establish and maintain a high level of customer trust and confidence.
Demonstrated working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills.
Broad range of network and desktop knowledge including MAC, Windows 10, Office365, Microsoft Office Professional Suite (2016), Popular Browsers configurations, Remote Access Strategies and Technologies.
Demonstrated Experience with Advanced Driver Configurations
Provides Tier 1 and Tier 2 support of medium to high complexity.
Works in a team setting, sharing information and assisting others with calls.
Idexx Laboratories, Inc.