IT Help Desk Technician

Are you looking for an opportunity to make a difference? At Mesa Labs we’re passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world.

At Mesa Labs we offer competitive wages, including bonus opportunity, and a comprehensive benefits package.

Base Compensation Range: $30.29/hr - $37.86/hr

This position is eligible for an annual 10% bonus opportunity in addition to the base salary

Outstanding Benefits and Perks:
We are proud to offer a variety of benefits that meet the diverse needs of our employees:

• Eligible for benefits the first day of the month after you start
• Tiered Medical, Dental and Vision Insurance options
• Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts
• Company paid short term and long-term disability (unless covered by a state disability plan)
• Company paid life insurance and AD&D
• 3 weeks of accrued vacation time; accruals begin on Day 1
• Paid sick leave of 48 hours per calendar year
• Eligible employees may receive four (4) weeks paid Care Giver leave after 1 year of service or in accordance with state leave laws
• 401(k) plan that provides a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1
• Employee Wellness and Financial Assistance Resources through Cigna and NY Life
• Nine (9) paid company holidays per year
• Overtime opportunities

At Mesa Labs, we apply technical expertise and technological innovation to improve quality of life for patients, workers, and consumers worldwide. Our products and services directly impact the critical environments that advance medical breakthroughs, keep industry moving, and ensure the safety of products we use every day.

Job Summary

The IT Support Technician II provides frontline technical support to end-users, handling a variety of IT-related issues and service requests. This role involves troubleshooting hardware and software problems, providing guidance on IT systems, and ensuring high levels of customer satisfaction. Responsible for resolving complex issues that require a deeper understanding of IT systems and tools.

Duties/Responsibilities

• Technical Support and Troubleshooting:
  • Provide advanced technical support for hardware, software, and network issues via phone, email, or chat.
  • Diagnose and resolve complex technical problems, including system errors, software malfunctions, and connectivity issues.
  • Escalate unresolved issues to higher-level support or specialized teams as needed.

• Incident and Request Management:
  • Log and track all support requests and incidents using the IT ticketing system.
  • Prioritize and manage support tickets to ensure timely resolution and effective handling of urgent issues.
  • Follow up with users to ensure issues are resolved to their satisfaction and update ticket status accordingly.

• System and Application Support:
  • Assist with the installation, configuration, and troubleshooting of operating systems, software applications, and network connections.
  • Provide support for standard office applications and productivity tools, including email, collaboration software, and office suites.

• Customer Service:
  • Deliver exceptional customer service, demonstrating patience, professionalism, and clear communication.
  • Educate and guide end-users on IT best practices, system features, and self-help resources.
  • Handle customer inquiries and concerns with empathy and effective problem-solving skills.

• Documentation and Knowledge Management:
  • Document all support activities, resolutions, and system changes accurately in the IT ticketing system.
  • Contribute to the creation and maintenance of knowledge base articles, FAQs, and user guides.
  • Share insights and feedback to improve support processes and knowledge resources.

• System Maintenance and Updates:
  • Perform routine maintenance tasks, such as software updates, system backups, and virus scans, as required.
  • Monitor system performance and report any anomalies or potential issues to the IT management team.

• Compliance and Security:
  • Adhere to IT policies, procedures, and security protocols to ensure data protection and compliance.
  • Assist in maintaining and enforcing security measures to safeguard IT systems and user data.

Experience/Education

• High School or Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 2-5 years of experience in IT support or a related technical field.

Knowledge and Skillsets Required

• Advanced troubleshooting skills for hardware, software, and network issues.
• Proficiency in operating systems (Windows, macOS, Linux) and common software applications.
• Familiarity with network configurations, protocols, and troubleshooting.
• Strong customer service and communication skills.
• Ability to work independently and as part of a team.
• Certifications:
  
  Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are preferred but not required.

Physical Demands:

• Standing or…