CE PA Support Technician (L2)

Almac Group is seeking a Support Technician for our Souderton, PA location. This role ensures proper computer operation so end users can accomplish business tasks and serves as a point of contact for incident and problem resolution through triage and escalation.

Responsibilities

• Manage incoming assigned/escalated requests from end users via telephone, email, and Service Desk tools in a courteous manner.
• Prioritize and schedule Service Desk tickets; escalate appropriately to Subject Matter Experts (SMEs).
• Record, track, and document the service desk request problem-solving process, including all troubleshooting actions taken through to final resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform remote/hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications.
• Install software—both in-house developed and off-the-shelf.
• Apply diagnostic utilities, Knowledge Bases, FAQs, and experience to aid in problem resolution.
• Test fixes to ensure problems are adequately resolved.
• Perform post-resolution follow-ups to requests.
• Develop help sheets, FAQs for end users, and training documentation for the team.
• Perform preventative maintenance on all Almac IS hardware.
• Serve as a positive role model for the IS department; advocate for and suggest improvements to procedures.
• Coordinate and assist with third-party vendors to facilitate solutions.
• Provide technical expertise in the Problem Management process to drive continuous improvement.
• Collaborate with other teams on project delivery and provide on-call support on a rotational basis.

Requirements

• High School Diploma.
• 3 years of experience using Active Directory and Windows Operating Systems.
• 3 years of experience providing Desktop Support.
• Demonstrates required job knowledge and understanding to fulfill post requirements competently.
• Follows correct procedures and guidelines (SOPs).
• Proactively enhances and develops job knowledge.

Preferred Qualifications

• 3 years of previous hands-on Service Desk experience, including active, in-person participation in Service Desk tasks.

Benefits

• Medical, Vision, and Dental benefits starting the 1st of the month following start date.
• 20 days PTO per year, accrued monthly following start date.
• 12 holidays per year.
• Company-paid Long and Short-term Disability and Life Insurance.
• 401k company contribution.
• Professional development programs and continuous learning opportunities.

Almac is a privately owned, award-winning drug development solutions provider with 6,000 highly skilled personnel worldwide. Our US Headquarters is in Souderton, PA, with additional operations across the US and Europe. We embrace diversity and are committed to fostering an inclusive environment for all employees.