Deskside Services Level 2

Title: Deskside Services Level 2

Location: Onsite - 700 Orthopaedic Drive, Warsaw, IN 46581

Top Skills Required :

• Initiative. Must have ability to think on your feet and be able to adjust to events as they unforld.. Must take initiative to resolve problems and provide routine status updates and escalate for help when needed.
• High emotional intelligence with strong communication skills. Must be able to have face to face conversations with a variety of personnel and levels.
• Great troubleshooting and diagnostic skills in identifying root causes and ability to resolve problems proactively.

This role requires an experienced DSSL2 tech background. Life Sciences / Healthcare background is a plus. Ability to take initiative to resolve issues, even when there is ambiguity, to find the solution, keep the customer updated, and properly document tickets are all extremely important in this role.

Job Description/ Responsibilities :

• Must have strong troubleshooting skills across multiple technologies
• Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices
• Analyze, resolve, respond to, and document end user inquiries
• Install desktop/Laptop software using approved tools
• Troubleshoot operating system
• Troubleshoot connection issues with LAN/WAN
• Update tickets with accurate and timely records of work performed, and resolution detail
• Maintain and contribute to a knowledge base
• Coordinate hardware warranty repair
• Escalate to 3rd party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Perform additional tasks (end user/infra related) when required
• Participate in projects
• Strong understanding and skills in SLA, KPI Management
• Must be able to walk long distances
• Must be able to lift up to 50 lbs without assistance
• Will often work in dirty, hot or cold environments.
• May need to work while kneeling