About the role:

In this role you will troubleshoots problems and provides immediate resolution, or performs additional research as needed to resolve issues. You'll work closely with our IDEXX employees to provide technical support and perform root cause analysis and develops checklists for typical problems. You will also recommend procedures and controls for problem prevention. You'll set clear and reasonable expectations as to resolution and time frame and escalate problems to others as needed.

IT accelerates the success of IDEXX employees and customers by providing scalable and innovative solutions and leadership. We are a global organization that supports all technology needed to deliver products and solutions to customers enabling them to focus on delivering high quality patient care. We strive to provide exceptional customer service and experience in the most efficient means possible, requiring alignment and cross-functional communication.

A day in the life:

• Answer incoming calls to Help Desk, providing telephone support to IDEXXers for computer systems or applications issues


• Troubleshoots problems and provides immediate resolution, or performs additional research as needed to resolve issues. Performs root cause analysis and develops 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.


• Performs receiving function for incoming IT related hardware and software. Images and sets up new and reconfigured IDEXX 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.


• Discusses products, support and troubleshooting with hardware and software vendors as needed.

What do you need to succeed?

• Computer aptitude.


• 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.

Requirements:

• High School degree or equivalent combination of education and experience required.


• Typically 3 to 4+ years' related experience providing Tier 1 and Tier 2 support of medium to high complexity.


• Ability to diagnose and troubleshoot software and hardware problems.


• Demonstrated working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills.


• Broad range of network and desktop knowledge including Windows 10, Microsoft Office 365, and popular browser configurations.


• Basic understanding of Active Directory.


• Demonstrated experience with advanced hardware configurations.


• Experience working in a team setting, sharing information and assisting others with calls.


• A+, Network+, and Security+ certifications are a plus

Physical Demands:

Extensive sitting, phone, and computer use.

May participate in minimal on-call rotation.

We're proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 9,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let's pursue what matters together!

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.