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
Life at Agena Bioscience
Thrive Here & What We Value1. 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.</s> | 2. Collaborative team environment | 3. Focus on customer needs and market competition | 4. Strong written and verbal communication skills | 5. Highly motivated and selfdirected employees.</s> | Commitment to safety in the workplace | Valuing of diversity | Promotion of a harassment-free environment</user> | Commitment to safety in the workplace and valuing of diversity | Comprehensive benefits package including annual bonus opportunity | Employee Wellness and Financial Assistance Resources through Cigna and NY Life | On-site gym (Bozeman facility) | Overtime opportunities</s> | 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.</s> | Foster collaborative relationships with Agena’s Sales Representatives, Customer Service, Applications & Technology, Product Support and other departments to enhance professional support.</s> | Competitive wages, including annual bonus opportunity and comprehensive benefits package | Outstanding Benefits and Perks | Four (4) weeks paid Caregiver Leave available to care for your loved ones after 12 months of employment or in accordance with state leave laws</s> | Competitive wages with annual bonus opportunity | Comprehensive benefits package including medical, dental and vision Insurance options, Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts, Company paid life, accident and short/long-term disability insurance | Three weeks’ PTO that begins to accrue on Day 1 | Paid sick leave up to 48 hours per year | Nine paid company holidays per year | 401(k) plan with 4% company match on a 4% employee contribution that begins on Day 1 | Commitment to safety in the workplace, valuing of diversity, and promotion of a harassment-free environment.</s> | 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 following date of hire | Three (3) weeks’ PTO that begins to accrue on Day 1 | Nine (9) paid company holidays per year | 2. Commitment to safety in the workplace, valuing of diversity, and promotion of a harassmentfree environment. | 3. Adherence to company ethics, code of conduct, policies, and best practices.</s> | 3. Valuing of diversity | 4. Promotion of a harassmentfree environment</s> | Mesa Labs is 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 Associate Director / Director of Product Management - Life Sciences that supports our SDC business has responsibility for the strategic leadership and management of Mesa Labs' portfolio of sterility assurance consumables, working closely with cross-functional teams to develop and implement successful product strategies that drive revenue growth, enhance customer satisfaction, and solidify Mesa Labs' leadership position in the market. | The Director also leads and develops a team of product managers, scientists, and technical specialists, creating a high-performing environment that fosters innovation and continuous improvement. | 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.</s> | Employee Wellness and Financial Assistance Resources through Cigna and NY Life</s> | Competitive wages including bonus opportunity and a comprehensive benefits package | Flexible time off policy | Eligible for benefits the first day of the month after you start | Company paid life insurance, short term and long-term disability | Healthcare and dependent care flexible spending accounts | Four (4) weeks paid Care Giver leave | 401K with a 4% match on day 1 | Paid company holidays per year</s> | Dynamic environment with talented team members from different functional areas in an agile development environment. | Attend daily standup meetings, participate in code reviews, and contribute to the various design reviews and brainstorm sessions on architecture and system designs. | Stay abreast of emerging technologies, tools, and solutions in the software development field, especially for medical device development. Propose and implement innovative solutions to enhance our products and processes.</s>
