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Top Skills' Details

1. 5+ years as a desktop support technician in a manufacturing environment

2. hardware/software troubleshooting - windows 10/11, microsoft suite, PCs, printers, shop floor equipment etc.

3. basic server/network troubleshooting - they have escalation paths but this is the only person at the site so want them to have basic knowledge on how to troubleshoot (TCP/IP, DNS, DHCP, and Active Directory)

4. imaging using SCCM

5. exp w/ ticketing system (they use servicenow but can be any)

NEED:

-Active Directory: onboarding new users and creating their accounts- more than just password resets

-O365: understanding the exchange and everything that goes into it- domain, outlook/ email accounts and access

-SCCM: doesn't need extreme experience, but needs to have touched it before for imaging. doesn't need to know how to build apps, just push out the images

INTANGIBLES:

-Initiative

-Confidence

-These are non-negotiables

**SOFT SKILLS ARE CRITICAL: can't be someone who just waits for tickets - needs someone w/ initiative, ownership for the site and will see things through without prompting. self starter etc

Description

Position Summary

The Sr. Desktop Engineer will help ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Additionally, Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will involve manufacturing and scientific computer system installation, test execution, and support.

Essential Functions

End User Support

• Field incoming help requests from end users via walkups, telephone, and e-mail in a courteous manner.

• Documents all pertinent end-user identification information, including name, department, contact information and nature of problem or issue in our incident management system.

• Builds rapport and elicits problem details from help desk customers.

• Triages and escalates problems when required.

• Performs post- resolution follow ups to help requests.

• Provide exceptional customer service and follow up on all IT incidents and issues to assure customer’s request is taken care of.

• Perform end user account management.

PC Management

• Help with managing and updating PC Images

• Managing accurate inventory of hardware via SCCM and CMDB system

• Apply diagnostic utilities to aid in troubleshooting PCs, manufacturing and laboratory software systems

• Administer and maintain end user accounts, permissions, and access rights across the company.

• Performs preventative maintenance on workstations, printers, and peripherals.

• Install software as requested by users in accordance with IT software standards

Technical overviews and Training

• Record, track, and document the help desk request problem solving process. This includes all successful and unsuccessful decisions made and actions taken throughout the resolution process.

• Identify and learn appropriate software and hardware used and supported by the company.

• Test fixes to ensure the problem has been adequately resolved.

• Develop and publish training instructions, how to sheets, and frequently asked question lists for end users.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Ensure timely completion and compliance with cGMP and all other relevant company training requirements.

• Conduct IT onboarding training for end users.

Asset Management

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.

Education and Experience

● 5+ years’ experience in an information technology support role required with experience in supporting pharmaceutical or manufacturing areas

Functional Competencies

● Extensive experience with desktop operating systems, including Windows 10 and Windows 11.

● Extensive application support experience with Microsoft Suites

● Working technical knowledge of current network hardware, protocols, and standards, including TCP/IP, DNS, DHCP, and Active Directory.

● Has proven track record of leading IT based projects from site hardware deployments to software deployment.

● Experience with incident management process in systems like Service-Now ticketing and asset management system or like system.

● Experience with SCCM With focus around patching, imaging, and application packaging and deployment.

● Strong Knowledge of computer hardware and mobile devices including smartphones.

● Exceptional written and oral communication skills.

● Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

● Analytical, detail oriented, attention to detail and accuracy.

Experience Level

Expert Level

Pay and Benefits

The pay range for this position is $27.00 - $32.00

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Morrisville,NC.

Application Deadline

This position will be accepting applications until Jan 23, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.