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IT Help Desk Support Specialist - Eau Claire, United States - IDEXX Laboratories
Description
**IT Help Desk Support Specialist**
Hoofddorp HQ, NL Technology As an **IT Help Desk Support Specialist,** you will resolve software and hardware issues of IDEXX employees around the globe. You will troubleshoot and restore technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms.
In current circumstances you will not have in-person contact with customers, you will assist them via call, email, chat and ticket system. Within a temporary hybrid arrangement, you will work at least 3 days from the office with hardware.
We are Global Help Desk, our mission is to provide a professional customer-focused, single point of contact for IT support and advice within our big IDEXX family. We strive to deliver exceptional customer service and support more than 350 applications including Salesforce, SAP, and Office 365. We are located in 10 locations spread over 7 countries and speak 7 languages although English is the main working language.
**In this role:**
You provide remote IT support while monitoring requests via our ticketing system, email, calls and chat.
You analyze the cause of the issues and develop checklists for typical problems.
You document issues and resolution on the ticket system.
You use your expertise to recommends procedures and controls for problem prevention and to set clear and reasonable expectations for resolution and time frame.
You will image, set up and configure computers and other hardware.
You share problem resolutions and unique cases with the team.
You contribute to grow the IT knowledge base and improve policies and procedures.
You collaborate with hardware and software vendors on products, support and troubleshooting.
**What You Will Need to Succeed:**
You have practical education in IT field and a couple of years of experience at IT Helpdesk in an international environment.
You have computer aptitude and ability to diagnose and troubleshoot software and hardware problems.
You excel at customer service, have strong interpersonal skills, good telephone etiquette and can maintain a high level of customer trust and confidence.
You truly enjoy helping people.
You are good at organizing your work and managing time.
You have excellent analytical and problem-solving skills.
You are a strong communicator both in writing and verbally. You are fluent in English and can hear English across multiple accents. Other languages will an advantage.
You can meet physical demands of the job like moving hardware in the office.
**Why IDEXX:**
Were 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.
Lets pursue what matters together.
**Lets Pursue What Matters.**
*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.*
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