22 days old

Service Desk Technician

balchem
Middletown, NY 10941
  • Job Code
    125955730

COMPANY OVERVIEW:

Balchem Corporation develops, manufactures and markets specialty ingredients that improve and enhance the health and well-being of life on the planet, providing state-of-the-art solutions and the finest quality products for a range of industries worldwide. Our corporate headquarters is located in New Hampton, New York, (Hudson Valley area) and we have a broad network of sales offices, manufacturing sites, and R&D centers, primarily located in the US and Europe. Founded in 1967, Balchem is a publicly traded company (NASDAQ BCPC) with annual revenues over $640 million and a market cap exceeding $3.0 billion. The company consists of three business segments: Human Nutrition & Health; Animal Nutrition & Health; and Specialty Products. Balchem employs over 1,400 people worldwide who are engaged in diverse activities, committed to developing the company into global market leadership positions. To learn more about our dynamic, stable and growing company, visit www.balchem.com.

POSITION SUMMARY:

The Service Desk Technician is the initial point of contact for troubleshooting hardware, software, desktop, laptop, printer and peripheral problems. The technician must provide routine and emergency support to end users on a variety of issues. Responsibilities for the position include the identifying, researching and resolving user issues, call ownership, as well as the documenting, tracking and monitoring of problems to ensure timely resolution. The ability to recognize and escalate priority issues and translate technical terms into non-technical language is critical to the success of this role. This position has frequent contact with desktop and laptop end-users, peers and managers. The technician must exercise independent judgment, as well as demonstrate a continuous positive attitude and be a team player.

ESSENTIAL FUNCTIONS:

  • Answer staff questions in person and via phone on all company supported applications
  • Research user questions using available information resources and advise users on appropriate courses of action
  • Investigate user problems, identify their source, determine possible solutions, test, implement and document resolutions for future reference
  • Install, configure, and maintain desktop and laptop computers, network and direct attached printers
  • Diagnose and resolve technical hardware and software issues
  • Assist in the maintenance of servers, Ethernet networks, network cabling, and other related equipment, devices, and systems
  • Perform software and hardware installations and upgrades
  • Work with vendors in a collaborative manner to resolve issues and bring about product enhancements
  • Assist the IT Operations Manager and IT Infrastructure Manager in the implementation of major system changes, network redesign and systems integration
  • Learn fundamental operations of commonly used software, hardware, and other equipment
  • Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using call tracking software
  • Assist in documenting commonly occurring issues and fixes
  • Understand complexity, and interdependencies of the various systems, applications and infrastructure deployed in support of information technology services
  • Follows all safety policies and procedures including use of safety equipment (PPE) and equipment safeguards
  • Other duties as assigned

REQUIREMENTS:

  • AS Degree or Microsoft professional certifications, CISCO, A+ required, as well as experience with Microsoft Office
  • Ability to build rapport and elicit problem details from employees
  • Knowledge of networking protocols specifically TCP/IP
  • Working knowledge of Microsoft Operating Systems including, Windows 8/10, Windows Server 2012/2016, Microsoft Office applications such as Outlook, Excel, and Word and technologies such as Microsoft's Active Directory
  • Basic knowledge of telephony concepts and equipment
  • Demonstrated interpersonal skills and abilities particularly the ability to communicate technical information to non-technical personnel
  • Skills at organizing resources and establishing priorities
  • Knowledge of computing and networking hardware and peripheral equipment
  • Ability to learn, install, configure and maintain various computer system hardware and software
  • Responsibilities may require weekend or late evening work in response to the needs of the systems being supported

WORKING CONDITIONS:

  • Some lifting and carrying of equipment is required, up to 40 pounds
  • Travel between locations is required
  • Work involves extensive use of a desktop or laptop computer
  • Most work is performed inside in a normal office environment
  • Some work will be performed in an environmentally controlled server room
  • Some work may be performed on the factory floor

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Posted: 2020-11-12 Expires: 2020-12-13

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Service Desk Technician

balchem
Middletown, NY 10941

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