• Desktop Support Engineer

    Job Locations US-WI-Madison
    Req No.
    2018-3151
    Category
    IT
    Type
    Regular Full-Time
  • Summary of Major Responsibilities

    The Desktop Support Engineer is responsible for upgrading and maintaining end user devices through regular refresh intervals and projects requiring new equipment.  Working with other technical resources, the Desktop Support Engineer adheres to procedures, workflows, and tools to provide exceptional support and customer service. 

    Essential Duties and Responsibilities

    • Build and deploy new laptops and desktops.
    • Configure desk phones and setup phone agents.
    • Track and maintain inventory of end user equipment.
    • Support user moves including equipment relocation and setup.
    • Provide updates on the progress of project tasks.
    • Document and troubleshoot end user incidents in adherence with service level targets for response and resolution.
    • Participate in Information Technology and cross functional team projects as a key resource for deploying end user devices, including computers, phones and printers.
    • Ability to work overtime as needed.
    • Ability to work nights and/or weekends.
    • Ability to work a normal schedule of Monday through Friday during normal business hours.
    • Ability to lift up to 40 pounds for up to 50% of a typical working day.
    • Ability to work seated for approximately 50% of a typical working day. Ability to work standing for approximately 50% of a typical working day.
    • Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
    • Ability to comply with any applicable personal protective equipment requirements.
    • Ability to travel approximately 5% of working time.
    • Regular and reliable attendance.
    • Support and comply with the company’s Quality Management System policies and procedures.

    Qualifications

    Minimum Qualifications:

    • Bachelor’s degree in Information Technology, MIS, or related field; or high school degree/general education diploma and 4 years of relevant experience in lieu of degree.
    • 6+ months of experience of formal or informal experience in a technical support role, which may include internships.
    • Strong analytical and critical thinking skills.
    • Excellent interpersonal and communication skills.
    • Works independently with little oversight and direction.
    • Authorization to work in the United States without sponsorship.

    Preferred Qualifications:

    • Microsoft SCCM and Windows 10 expertise.
    • ITIL training and certification.
    • Previous experience using ServiceNow for IT Service Management.
    • Previous experience supporting remote employees.
    • Previous experience in health care or biotechnology.

    #LI-KE1

    We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

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