End User IT Service Support Technician

About the Role

This position is responsible for delivering hands-on end-user support services for the local site and remote users. These services include desktop support, PC imaging, mobile device management, lab equipment support, facility systems, video conferencing, user management, and asset management.

Responsibilities

• Provide tier 2 support for all site-related end-user services and projects.
• Support regional needs related to end-user services and projects.
• Troubleshoot and resolve all tickets routed to you according to established SLAs.
• Physical work in office and plant environments, including carrying hardware and troubleshooting.
• Manage inventory, including acquisition and disposal of all IT-related equipment according to policies.
• Collaborate with IT peers to ensure successful delivery to customers.
• Work onsite at the Diasorin office with limited travel as required.

Work Environment

• Work is normally performed in a typical office environment.
• Frequent use of personal computers, copiers, printers, and telephones.
• Frequent work under stress, as a team member, and in direct contact with others.

Physical Demands

• Standing, stooping, bending, climbing, sitting, kneeling, and lifting at least 10 lbs.
• Lifting 20 to 50 lbs.
• Occasional need for color vision.

Qualifications

• College Degree or equivalent experience of at least 1 year in Scientific/Technical/Computer Science or equivalent.
• At least 1+ years of relevant experience.
• Understanding of Microsoft Office products.
• Hands-on experience deploying and supporting Windows desktop OS in an enterprise environment.
• Knowledge of and ability to use remote support tools.
• Ability to maintain printers and work with 3rd party printer support vendors.
• Knowledge of networking concepts relating to end-user devices (DHCP, DNS, TCP/IP).
• Good communication skills (written, verbal, and listening) with the ability to communicate effectively with clients of varying technical expertise.

Preferred Skills

• Apple support including MacBooks and iPads.
• SCCM application and image delivery.
• M365 exposure.
• Certification in ITIL, Microsoft, or CompTIA.
• Video conferencing solution support, exposure to Teams environment.
• Exposure to a change-controlled environment.
• Experience with the FreshService ticketing system.

Training and Skills

• Good interpersonal skills.
• Operational independence.
• Collaborative mindset.
• Time and priority management.
• Ability to analyze and problem-solve.
• Technology enthusiast.