• Senior Desktop Support Engineer

    Job Locations US-WI-Madison
    Req No.
    2019-3724
    Category
    IT
    Type
    Regular Full-Time
  • Summary of Major Responsibilities

    The Senior Desktop Support Engineer is responsible for monitoring, maintaining, and upgrading IT managed systems and end user devices, as well as responding to any and all incidents reported regarding technology equipment.  The Senior Desktop Support Engineer will be responsible for escalated Incidents and Tasks from the Desktop Support Engineers group, as well as help to mentor the Engineers in Incident resolution.  Working with other technical resources, the Senior Desktop Support Engineer adheres to procedures, workflows, and tools to provide exceptional support and customer service.

    Essential Duties and Responsibilities

    • Provides support to end users for computer, software, system, device, or access needs via phone, email, or in-person support
    • Research and resolve complex technical issues, and be responsible for the resolution of escalated issues
    • Assist in training team members on complication tasks
    • Maintain inventory of computing equipment and applications
    • Research and recommend new technologies to support business requirements and enhance the service catalog
    • Provide expertise and support for Incidents and Problems impacting end user systems, escalating to other internal or external resources as needed
    • Participate in Information Technology and cross functional team projects as a key resource for deploying, maintaining, and upgrading end user devices
    • Provide updates on the progress of project tasks
    • Assist the Desktop Support Engineer position as needed with Incidents and fulfillment tasks, including workstation imaging and equipment deployment
    • Support and comply with the company’s Quality Management System policies and procedures
    • Regular and reliable attendance
    • Ability to work nights and/or weekends
    • Ability to work normal schedule of Monday through Friday between the hours of 7am – 7pm, as needed to cover for business need and support a team of desktop engineers.
    • Ability to apply analytical and critical thinking
    • Ability to apply excellent interpersonal and communication skills
    • Ability to works independently with little oversight and direction
    • Ability to lift up to 25 pounds for approximately 25% 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

    Qualifications

    Minimum Qualifications:

    • Associates degree in Information Technology, MIS, or related field; or high school degree/general education diploma and 2 years of relevant experience in lieu of degree
    • 6+ years of IT support experience
    • Authorization to work in the United States without sponsorship
    • Demonstrated ability to perform the Essential Duties of the position with or without accommodation

     

    Preferred Qualifications:

    • Bachelor’s degree in Information Technology, MIS, or related field
    • ITIL training and certification
    • 1+ year(s) experience in a Senior or Lead role
    • 1+ year(s) experience using ServiceNow for IT Service Management
    • 1+ year(s) experience in health care or biotechnology

    #LI-AS2

    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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