IT Service Desk Technician

Balchem Corporation•Montvale, NJ

13d

About The Position

The IT Service Desk Technician is the first point of contact for employee technology support, addressing hardware, software, desktop, laptop, printer, peripheral, application, and network-related issues. The technician identifies, researches, documents, tracks, and resolves requests, maintains ownership of support calls, and escalates priority issues when appropriate to ensure timely closure. The role requires sound independent judgment, frequent collaboration with end users, peers, and managers, a positive attitude, and a team-oriented approach. The technician supports users in person, by phone, and through the Service Desk ticketing system. Duties include installing, configuring, maintaining, and upgrading end-user technology; assisting with servers, networks, cabling, and IT infrastructure; working with vendors and internal IT teams; and documenting recurring issues, resolutions, and best practices. Technical information must be communicated clearly to non-technical users. The role also requires following safety policies and procedures, including use of required personal protective equipment and equipment safeguards. Balchem provides science-based solutions for health and nutritional needs. It employs approximately 1,400 people worldwide and operates sales offices, manufacturing sites, and R&D centers primarily in the U.S. and Europe. Its business segments are Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products. The expected hourly rate for this position is $23–$28.

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 troubleshooting Windows-based devices and mobile devices using 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.
Ability to lift and transport equipment up to 50 lbs.
Comfort working on ladders, in ceilings, under tables, and in various room setups.

Responsibilities

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, and document solutions.
Install, configure, maintain, and upgrade desktops, laptops, printers, software, and related end-user technology.
Assist with 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 working knowledge of commonly used software, hardware, equipment, and interdependencies among systems, applications, and infrastructure.
Document recurring issues, resolutions, and best practices to support knowledge sharing and continuous improvement.
Follow safety policies and procedures, including use of required personal protective equipment and equipment safeguards.
Perform other duties as assigned.