Job Description
Job Description
GENERAL DESCRIPTION:
- Provide enterprise-level technical assistance to employees and contractors and deliver exceptional customer experience by ensuring the service desk provides high quality support and timely resolutions.
DUTIES AND RESPONSIBILITIES:
- Serve as the primary contact for IT service requests and incidents.
- Perform service desk functions including problem tracking, analysis, resolution, escalation, and coordination.
- Perform technical and operational IT support work.
- Install, administer, maintain and upgrade operating systems; install, configure, repair, maintain and upgrade hardware and peripherals; install applications.
- Provide technical assistance to users; communicate with users and other technical staff to determine their needs.
- Help business operations utilize information systems to improve effectiveness.
- Follow appropriate change control procedures.
- Administer and support laboratory systems and applications.
- Performs related duties and responsibilities as assigned.
EDUCATION AND EXPERIENCE:
- BS in Computer Science or related discipline, or combination of education and experience.
- 3 years of directly related experience demonstrating a wide range of computer/network operations knowledge and responsibilities and/or system administration.
- Hands-on experience with Windows OS environments.
- Extensive experience with remote desktop tools, service desk management tools, mobile device management tools, Microsoft applications (Office 365, Active Directory, Entra, Teams, OneDrive, SharePoint).
DESIRED KEY COMPETENCIES:
- Broad-based technical, operational, analytical, problem-solving and knowledge management skills.
- Understanding of ITIL best practices.
- Experience working in a GxP environment.
- Ability to work effectively as member of a team.
- Ability to document procedures and processes.
- Ability to perform daily administration of various equipment and operating systems both locally and remotely.
- Familiarity with basic IPv4 networking concepts, DNS, DHCP, and the OSI model.
- Security minded and ability to comply with security policies and procedures.
- Ability to adjust in rapidly changing environment.
- Excellent communication skills.