End User Support Technician

End User Service Support Technician

Job Scope

This position is responsible to deliver hands on end user support services for the local site & remote users. These services include desktop support, PC imaging, mobile device management, lab equipment support, facility systems, video conferencing, user management, and asset management.

Key Duties and Responsibilities

• Provide tier 2 support for all site related end user services & projects
• Support regional needs related to end user services & projects
• Troubleshoot and resolve all tickets routed to you according to the established SLAs.
• Physical work in office & plant environments including carrying hardware & troubleshooting
• Manage inventory, including acquisition and disposal of all IT related equipment according to policies.
• Ability to collaborate with IT peers to ensure successfully delivery to our customers
• Other duties as assigned

Must work onsite at Diasorin office

Limited travel may be required

Work is normally performed in a typical office work environment

Frequent use of personal computer, copiers, printers, and telephones

Frequent work under stress, as a team member, and in direct contact with others

Physical Demands: All positions require standing, stooping, bending, climbing, sitting, kneeling, and lifting at least 10 lbs. Additional physical requirements are listed below:

• Pounds lifted (20 to 50lbs)
• Vision (Color) on the job is required occasionally

Education, Experience, and Qualifications

Education: College Degree or equivalent experience of at least 1 years

Specialization: Scientific/Technical/Computer Science or equivalent

Experience: At least 1+ years of relevant experience.

Technical Competencies:

• Understanding of Microsoft Office products
• Hands on experience deploying & supporting Windows desktop OS in an enterprise environment
• Knowledge of and the ability to use remote support tools
• Ability to maintain printers & work 3rd party printer support vendors
• Knowledge of Networking concepts relating to end user devices such as DHCP, DNS, TCP/IP
• Good communication skills (written, verbal, and listening) with the ability to communicate effectively with clients of varying technical expertise
• Apple support including Mac Books & iPads is a plus
• SCCM application & image delivery is a plus
• M365 exposure is a plus
• Certification in ITIL, Microsoft, or CompTIA is a plus
• Video conferencing solution support, exposure to Teams environment is a plus
• Exposure to a change-controlled environment is a plus
• Experience with the FreshService ticketing system is a plus

Skills:

• Good interpersonal skills
• Operational independence
• Collaborative mindset
• Time and priority management
• Ability to analyze and problem solve
• Technology enthusiast

Languages: English (proficiency)