IT Service Desk Technician

Service Desk Technician

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 1,400 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 U.S. and Europe. The Company consists of three business segments: Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products.

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 system.
• Troubleshoot, research, and resolve hardware, software, application, printer, peripheral, and network-related issues; document solutions for future reference.
• Install, configure, maintain, and upgrade desktops, laptops, printers, software, and related end-user technology.
• Assist with the maintenance of servers, Ethernet networks, cabling, and other IT infrastructure, equipment, and systems.
• Follow standard Service Desk procedures, accurately log and track requests, maintain ownership of issues, and ensure timely resolution or escalation.
• Communicate technical information clearly to non-technical users and advise employees on appropriate courses of action.
• Collaborate with vendors and internal IT teams to resolve issues, support product enhancements, and assist with major system changes, network redesigns, and systems integrations.
• Develop a working knowledge of commonly used software, hardware, equipment, and the interdependencies among systems, applications, and infrastructure.
• Assist with documenting recurring issues, resolutions, and best practices to support knowledge sharing and continuous improvement.
• Follow all safety policies and procedures, including the use of required personal protective equipment and equipment safeguards.
• Perform other duties as assigned.

Requirements:

• Associate degree and/or relevant professional IT certification, such as CompTIA or Google IT Support.
• Ability to build rapport with employees and gather clear, accurate details about technical issues.
• Working knowledge of computer troubleshooting for Windows-based devices and mobile device troubleshooting for iOS and Android.
• Familiarity with Microsoft Office, Windows 11, ticketing systems, internal documentation platforms, and remote management tools.
• Strong interpersonal and communication skills, including the ability to explain technical information to non-technical users.
• Ability to organize resources, manage priorities, and follow through on assigned tasks.
• Ability to learn, install, configure, and maintain various computer hardware and software systems
• Passion for technology, eagerness to learn, and a growth-oriented mindset focused on continuously developing technical skills and advancing within the IT field.
• Ability 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 lbs.
• Comfort working on ladders, in ceilings, under tables, and in various room setups.

The expected hourly rate for this position is $23 - $28 an hour.