Level-2 – Help Desk Technician

Responsibilities

• Desktop Support for End Users:
• Provide Level 1 and Level 2 support to site users for all desktop tools (Windows, MS Office 365, email, printers, peripherals);
• Diagnose, analyze, and resolve IT incidents reported through group's ITSM tool (e.g., ServiceNow, Jira Service Management, or equivalent) within the timeframes defined by the SLAs;
• Handle user requests regarding account creation, access rights management, software deployment, and workstation configuration;
• Guide and train users on the IT tools made available to them;
• Escalate complex incidents to Level 3 teams or vendors in accordance with established procedures;
• Draft and update user guides and procedural notes.
• Ticket Management/Incidents & Requests:
• Log, qualify, and process incident and request tickets in the group's ITSM tool (e.g., ServiceNow, Jira Service Management, or equivalent);
• Handle tickets in accordance with defined priorities and service levels (SLA P1 to P4);
• Keep users informed of the progress of their requests throughout the ticket lifecycle;
• Close tickets with thorough, high-quality documentation (resolution description, corrective actions, knowledge capture);
• Contribute to the Knowledgebase by adding and updating solutions to recurring incidents;
• Participate in trend analysis and identify recurring issues for definitive resolution (Problem Management).
• Asset Management & Inventory Control:
• Maintain a comprehensive and up-to-date inventory of all IT assets on site (workstations, local servers, peripherals, OT equipment) in the asset management tool (CMDB);
• Manage the full hardware lifecycle including receiving, labeling, deployment, monitoring, maintenance, and decommissioning;
• Conduct regular physical audits of IT equipment to ensure consistency between the inventory and the actual installed base;
• Manage spare parts stock and anticipate hardware renewal needs;
• Apply ITIL configuration management processes (CMDB) and contribute to the continuous improvement of the asset database quality;
• Ensure accurate traceability of hardware movements (transfers, loans, decommissioning) in compliance with the site's regulatory requirements.
• OT Environment Support in Pharmaceutical Production:
• Provide technical support for OT systems used on production lines including SCADA systems, the Manufacturing Execution System (MES), PLCs, connected equipment, and dedicated workstations for production equipment;
• Respond to incidents affecting OT systems while adhering to production constraints and GxP requirements (traceability, data integrity, qualification);
• Collaborate with production, maintenance, and quality teams to guarantee system availability during critical periods (campaigns, audits, inspections);
• Document procedures and interventions;
• Participate in the integration of new tools or systems;
• Apply IT security policies (vulnerability management, patches, audits).
  

Requirements

• Technical Skills:
• Proficiency in Windows operating systems (10/11, Server) and Microsoft 365 tools;
• Knowledge of core network protocols (TCP/IP, VLAN, DNS, DHCP) and IT/OT architectures;
• Experience in supporting and maintaining OT environments: SCADA, MES;
• Knowledge of ITSM tools (Ivanti) and ITIL processes;
• Solid understanding of industrial cybersecurity principles (OT best practices);
• Basic knowledge of IT project management and infrastructure deployment in industrial environments.
• Behavioral Competencies:
• Rigor, methodical approach, and strong organizational skills in managing priorities and urgent situations;
• Strong interpersonal skills and ability to communicate with a diverse range of stakeholders (production, quality, management, vendors);
• Analytical mindset and problem-solving capability (Root Cause Analysis approach);
• Autonomy, responsiveness, and a strong service-oriented attitude towards users;
• Ability to work effectively within multidisciplinary and multicultural team environments;
• Adaptability and ability to manage emergency situations in a production context.
  

This is a 5-month hybrid Contract opportunity with our Lenexa, KS client. Employee benefits include Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately vested company match) available with TriCom during the contract period. H1-B Visa sponsorship is not available for this position.