Vacancy caducado!
- Provides hands-on technical support to lab based users relative to scientific lab software, lab devices and device/PC interfaces
- Answers, evaluates, and prioritizes service requests received via help desk, telephone and in-person
- Ensures timely resolution of user issues by assigning an appropriate priority and resolution goal
- Performs diagnostics to collect information to determine source of error
- Isolates performance issues to determine cause of hardware malfunctions such as hard drive, printer, cables or telephone
- Resolves printing issues and network connectivity issues.
- Troubleshoots hardware and software issues and identifies and resolves hardware and software application problems
- Contacts software and hardware vendors via voice or online systems to research issues and determine and implement recommended solutions
- Analyzes and corrects issues using documented procedures and available tools as well as personal knowledge and skills and recommended solutions
- Brainstorms with team members to resolve more complex issues and escalates difficult issues to IT Manager
- Performs imaging setup for standard desktop applications
- Performs daily checks to verify system availability
- Participates in creation and maintenance of IT standards and procedures
- Tests and deploys new software, procedures, installation, conversion and upgrade activities
- Infrequent travel to other sites may be required.
- Regularly interacts with employees and vendors
- 5 + years experience in a technical support role
- Experience supporting scientific, lab-based end users is required
- Experience supporting laboratory software and device interfaces
- Experience with help desk ticketing software, hardware and software upgrades, hardware and software troubleshooting
- Experience providing formal/informal technical training is required
- Experience with Microsoft Office 2010 / 2013 / 2016 / 2019 and Office for Mac 2011 / 2016 / 2019 and Office 365 is required
- Experience with Windows 7, 8.1 & 10 is required
- Experience with Mac 10.x is required
- Experience with Android, iOS, and Windows Mobile devices is a plus
- Active Directory and Exchange environment experience is a plus
- Experience with the following software and device interfaces:
- CTL
- FLOWJO
- PerkinElmer
- IMS/BSI Systems
- MSD-Mesoscale
- Rees Scientific Freezer Monitoring
- Codesoft Barcode Labeling
- Bartender Barcode Software
- Q-Pules Quality Management Software
- Must be able to troubleshoot lab-based issues, remote issues and support offsite users
- Ability to effectively communicate with both technical and non-technical individuals
- Ability to read and interpret documents, operating/maintenance instructions and procedure manuals
- Ability to perform light to medium physical work of lifting up to 50 pounds
- Knowledge of Sharepoint or other portal products is a plus
- Knowledge of Teams and Teams phones is a plus
- Reudementary network knowledge is a plus
- Knowledge of VPN is required.
- Knowledge of network shares, namespaces and mapped drives is required
- Knowledge of encryption is a plus
- problem-solving, detail oriented, communication skills (verbal and written), multi-tasking, analytical skills, patience, and flexibility
Vacancy caducado!