Desktop Support Technician / Level 2 Engineer

• Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.

• Setup and fix IT equipment at desks, conference rooms, print/copy areas, and labs.

• Provide remote support over the phone using remote desktop tools.

• Assist employees with installation, configuration, and troubleshooting of computer hardware - laptops, desktops, peripherals, printers, mobile devices, and conference room technology.

• Install and support desktop software for corporate laptops and lab computers.

• Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.

• Create and administer email, web applications, and file systems.

• Document and resolve all ServiceNow tickets in a timely manner, adhering to established SLAs.

• Manage and meticulously document employee hardware and software license usage.

• Maintain passwords, data integrity, and file system security for the computing environment.

• Interact with vendor support to resolve technical problems with hardware and/or software.

• Support in the testing and deployment of new applications and systems.

• Create and maintain internal IT knowledge base articles to document procedures.

• Create end user documentation ("How To", "FAQ") and provide end user training.

• Excellent customer service, attention to detail, communication and documentation skills.

• Must be a team player and willing to work "outside the box" to get things done as needed.

• Experience working in an IT Service Desk environment.

• Experience configuring and troubleshooting Windows & Mac laptop and desktop computers.

• Experience with Active Directory, Intune, Exchange, and basic network troubleshooting.

• Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.

• Microsoft Teams, Apple MacBook, and AV Support experience is a plus.

• IT experience in a Biotech GxP facility is a plus.

• Bachelors/Associate degree or equivalent experience.

Best Regards