Level-2 Onsite Help Desk Technician

Level 2 Onsite Help Desk Technician ResponsibilitiesDesktop Support for End Users: Provide Level 1 and Level 2 support to site users across all desktop tools (Windows, MS Office 365, email, printers, peripherals);Diagnose, analyze, and resolve IT incidents reported through the ticketing tool (ITSM) within the timeframes defined by the SLAs;Handle user requests: account creation, access rights management, software deployment, and workstation configuration;Guide and train users on the IT tools made available to them;Escalate complex incidents to Level 3 teams or vendors in accordance with established procedures;Draft and update user guides and procedural notes.Ticket Management: Incidents & Requests:Log, qualify, and process incident and request tickets in the group's ITSM tool (e.g., ServiceNow, Jira Service Management, or equivalent);Handle tickets in accordance with defined priorities and service levels (SLA P1 to P4);Keep users informed of the progress of their requests throughout the ticket lifecycle;Close tickets with thorough, high-quality documentation (resolution description, corrective actions, knowledge capture);Contribute to the Knowledge Base by adding and updating solutions to recurring incidents;Participate in trend analysis and identify recurring issues for definitive resolution (Problem Management).Asset Management & Inventory Control: Maintain a comprehensive and up-to-date inventory of all IT assets on site (workstations, local servers, peripherals, OT equipment) in the asset management tool (CMDB);Manage the full hardware lifecycle: receiving, labeling, deployment, monitoring, maintenance, and decommissioning;Conduct regular physical audits of IT equipment to ensure consistency between the inventory and the actual installed base;Manage spare parts stock and anticipate hardware renewal needs;Apply ITIL configuration management processes (CMDB) and contribute to the continuous improvement of the asset database quality;Ensure traceability of hardware movements (transfers, loans, decommissioning) in compliance with the site's regulatory requirements.OT Environment Support in Pharmaceutical Production: Provide technical support for OT systems used on production lines: SCADA systems, MES (Manufacturing Execution System), PLCs, connected equipment, and dedicated workstations for production equipment;Respond to incidents affecting OT systems while adhering to production constraints and GxP requirements (traceability, data integrity, qualification);Collaborate with production, maintenance, and quality teams to guarantee system availability during critical periods (campaigns, audits, inspections);Document procedures and interventions;Participate in the integration of new tools or systems;Apply IT security policies (vulnerability management, patches, audits).RequirementsTechnical Skills: Proficiency in Windows operating systems (10/11, Server) and Microsoft 365 tools;Knowledge of core network protocols (TCP/IP, VLAN, DNS, DHCP) and IT/OT architectures;Experience in supporting and maintaining OT environments: SCADA, MES;Knowledge of ITSM tools (Ivanti) and ITIL processes;Understanding of industrial cybersecurity principles (OT best practices);Basic knowledge of IT project management and infrastructure deployment in industrial environments.Behavioral Competencies: Rigor, methodical approach, and strong organizational skills in managing priorities and urgent situations;Strong interpersonal skills and ability to communicate with a diverse range of stakeholders (production, quality, management, vendors);Analytical mindset and problem-solving capability (Root Cause Analysis approach);Autonomy, responsiveness, and a strong service-oriented attitude towards users;Ability to work effectively within multidisciplinary and multicultural team environments;Adaptability and ability to manage emergency situations in a production context. This is a 6-month on-site Contract opportunity with our Lenexa, KS client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position.