What are the responsibilities and job description for the Desktop Support Technician position at Cytovance Biologics?
GENERAL SUMMARY:
The desktop support technician will provide hardware (desktop, laptop, and tablet) software, and printer support to users while maintaining a high level of customer satisfaction. Installs, modifies, and makes minor repairs to desktop computer hardware and software systems, and provides technical advice and support to system users.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Monitor the help desk ticketing system and complete tickets promptly.
- Escalate complex issues to teammates and/or vendor support for assistance as required.
- Installation, configuration, and troubleshooting of desktops, laptops, printers, tablets, and other devices.
- Installation, configuration, and troubleshooting of software. Examples include Windows 7, Windows 10, MS Office Products, Adobe, Antivirus, and various BioPharma production software.
- Provides computer and software training and support to new and existing users as needed.
- Receive and inventory new equipment, and process surplus IT equipment leaving the environment.
- Track IT assets and ensure they are labeled correctly for tracking.
- Participate in various projects as required by management such as system rollouts, PC, and printer refreshes.
- Facilitates employee moves (PCs, phones, etc.)
- Identifies hardware and software needed to satisfy user requirements.
- Provide telephone, in-person, and remote support to end-users.
- Provides updates, status, and completion information to manager and/or users, via voice mail, e-mail, or in-person.
- Connects users to networks and provides initial login training.
- Travels between sites to perform assigned duties.
- Performs all other duties as assigned.
JOB REQUIREMENTS:
- Bachelor’s degree in Information Technology, Computer Science, or similar field or two (2) to four (4) years of experience supporting laptops/desktops/devices and troubleshooting problems related to end-user applications and connectivity.
- Demonstrated knowledge of Windows Active Directory.
- Experience using PDQ or other software distribution applications.
- Demonstrated knowledge of Microsoft Outlook.
- Experience supporting users in a Windows Remote Desktop/Terminal Services environment.
- Experience working in at least a 100 user environment preferred.
- Great problem-solving skills; can retain important information.
- Must be able to work in a team-oriented environment.
- Self-starter that can work with minimal supervision when assigned tasks.
- A friendly, customer service attitude.
- Can communicate technical concepts in non-technical language.
- Must have reliable transportation to and from work as well as to multiple company locations in the OKC area.