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Title: Desktop Support Technician / Level 2 Engineer
Location: Pittsburgh, PA (100% onsite)
Duration: Full time
Here’s What You’ll Do:
Vishal
Truth Lies in Heart
Title: Desktop Support Technician / Level 2 Engineer
Location: Pittsburgh, PA (100% onsite)
Duration: Full time
Here’s What You’ll Do:
- 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.
Vishal
Truth Lies in Heart