IT Service Desk Technician

COMPANY OVERVIEW Balchem is committed to making the world a healthier place by delivering trusted innovative and science based solutions for the health and nutritional needs of the world Balchem employs approximately 1400 employees worldwide who provide the service quality and technology that enables our customers to win with their customers We have built a reputation for delivering results to all of our stakeholders Founded in 1967 Balchem a Maryland corporation became a publicly traded company in 1970 and is listed on Nasdaq under the symbol BCPC 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 The Company consists of three business segments Human Nutrition and Health Animal Nutrition and Health and Specialty Products POSITION SUMMARY The Service Desk Technician serves as the first point of contact for resolving hardware software desktop laptop printer and peripheral issues This role provides routine and urgent support to end users including identifying researching documenting tracking and resolving problems to ensure timely closure The technician is responsible for owning support calls escalating priority issues when appropriate and explaining technical concepts in clear non technical language Success in this role requires sound independent judgment frequent collaboration with end users peers and managers a positive attitude and a strong team oriented approach ESSENTIAL FUNCTIONS Serve as the initial point of contact for employee support requests in person by phone and through the Service Desk ticketing systemTroubleshoot research and resolve hardware software application printer peripheral and network related issues; document solutions for future referenceInstall configure maintain and upgrade desktops laptops printers software and related end user technologyAssist with the maintenance of servers Ethernet networks cabling and other IT infrastructure equipment and systemsFollow standard Service Desk procedures accurately log and track requests maintain ownership of issues and ensure timely resolution or escalationCommunicate technical information clearly to non technical users and advise employees on appropriate courses of actionCollaborate with vendors and internal IT teams to resolve issues support product enhancements and assist with major system changes network redesigns and systems integrationsDevelop a working knowledge of commonly used software hardware equipment and the interdependencies among systems applications and infrastructureAssist with documenting recurring issues resolutions and best practices to support knowledge sharing and continuous improvementFollow all safety policies and procedures including the use of required personal protective equipment and equipment safeguardsPerform other duties as assigned REQUIREMENTS Associate degree andor relevant professional IT certification such as CompTIA or Google IT SupportAbility to build rapport with employees and gather clear accurate details about technical issuesWorking knowledge of computer troubleshooting for Windows based devices and mobile device troubleshooting for iOS and AndroidFamiliarity with Microsoft Office Windows 11 ticketing systems internal documentation platforms and remote management toolsStrong interpersonal and communication skills including the ability to explain technical information to non technical usersAbility to organize resources manage priorities and follow through on assigned tasksAbility to learn install configure and maintain various computer hardware and software systemsPassion for technology eagerness to learn and a growth oriented mindset focused on continuously developing technical skills and advancing within the IT fieldAbility to work weekends or late evenings as needed to support business and system requirements PHYSICAL REQUIREMENTS Ability to lift and transport equipment up to 50 lbsComfort working on ladders in ceilings under tables and in various room setupsThe expected hourly rate for this postion is 23 28 an hour