Service Desk Technician

Text to Apply! Text JOIN3486 to 845-400-TEAM (3363)

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 Montvale, New Jersey, 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 $900 million and a market cap exceeding $4.0 billion. The company consists of three business segments: Human Nutrition & Health; Animal Nutrition & Health; and Specialty Products. Balchem employs over 1,300 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 Help Desk Support 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 applicationsResearch user questions using available information resources and advise users on appropriate courses of actionInvestigate user problems, identify their source, determine possible solutions, test, implement and document resolutions for future referenceInstall, configure, and maintain desktop and laptop computers, network and direct attached printersDiagnose and resolve technical hardware and software issuesAssist in the maintenance of servers, Ethernet networks, network cabling, and other related equipment, devices, and systemsPerform software and hardware installations and upgradesWork with vendors in a collaborative manner to resolve issues and bring about product enhancementsAssist the IT Operations Manager and IT Infrastructure Manager in the implementation of major system changes, network redesign and systems integrationLearn fundamental operations of commonly used software, hardware, and other equipmentFollow standard Help Desk operating procedures; accurately log all Help Desk contacts using call tracking softwareAssist in documenting commonly occurring issues and fixesUnderstand complexity, and interdependencies of the various systems, applications and infrastructure deployed in support of information technology servicesFollows all safety policies and procedures including use of safety equipment (PPE) and equipment safeguardsOther duties as assigned

REQUIREMENTS:AS Degree or Microsoft professional certifications, CISCO, A+ required, as well as experience with Microsoft OfficeAbility to build rapport and elicit problem details from employeesKnowledge of networking protocols specifically TCP/IPWorking 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 DirectoryBasic knowledge of telephony concepts and equipmentDemonstrated interpersonal skills and abilities particularly the ability to communicate technical information to non-technical personnelSkills at organizing resources and establishing prioritiesKnowledge of computing and networking hardware and peripheral equipmentAbility to learn, install, configure and maintain various computer system hardware and softwareResponsibilities may require weekend or late evening work in response to the needs of the systems being supported

#IN

Balchem is committed to a workplace culture that values and promotes diversity, inclusion, equal employment opportunities, and a work environment free of harassment and hostility.

PI239185935