IT Support 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.

The IT Support Technician that supports our Corporate Business has responsibility for ensuring proper computer operation so end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Key Job Responsibilities:

• Maintains positive and courteous demeanor with guests and employees.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Assist team members with the development and communication of help sheets, usage guides and FAQs for end users.
• Aid team members during high volume times.
• Coach and mentor team members.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Act as an escalation point for advanced or difficult help requests.
• Escalate problems (when appropriate) to the Service Desk lead or Ops manager.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions and actions, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with team members as appropriate.
• Reinforce SLAs to manage end-user expectations.
• Tier I-III ticket handling
• Manage Active Directory according to Microsoft Best Practices
• Process User Permissions Change and Password Requests
• Manage Print Services Management
• Perform New Hire Training
• Phone System Changes (extensions / voicemail)
• Perform other duties as assigned by management.
• Model personal Lean Philosophy 5S behaviors in creating a continuously improving, clean, well-organized and self-maintaining work environment. Work closely with team members and others to motivate and improve 5S knowledge and implementation.
• Follow a continuous improvement approach for team accountability for achieving high performance SQDCM (Safety, Quality, Delivery, Cost, & Morale) targets through a visual work environment.
• Comply with company ethics, code of conduct, policies, and best practices, with a commitment to safety in the workplace, valuing of diversity, and promotion of a harassment-free environment.

Qualifications/Education:

Education/Experience:

• Bachelor's degree in Information Systems/Information Technology
• Three or more years' experience in information services/technology
• Any equivalent combination of education and experience
• ITIL Foundation Certification preferred
• Experience with desktop and server operating systems
• Experience with application support experience

Skills/Abilities:

• Advanced skills with Windows 10/11
• Understanding of Office 365
• Skilled with Process Documentation
• Ability to conduct research and troubleshooting regarding a wide range of computing issues and present viable solutions
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Knowledge of network infrastructure (switches, vlans, and servers) a plus but not required
• Demonstrated skills working in both a team and individual environment
• Demonstrated success with written and oral communication skills.

Compensation/Benefits:

The company offers a comprehensive benefits package and compensation for this position. The package includes base salary, bonus, medical/dental/vision insurance, 401k/Match.

Salary Range for this position is $30.75/hr - $34.93/hr.

Mesa Labs is an Equal Employment Opportunity Employer.

Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law