Senior IT Support Specialist

About the role

Driven by a commitment to research, quality, and service, PDI provides innovative products, educational resources, training, and support to prevent infection transmission and promote health and wellness. Encompassing three areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture, and distribute leading edge products for North America and the world. We have several locations across the US and are looking for new Associates to join our team!

Responsibilities

• Respond to helpdesk tickets and requests, providing timely resolutions to users
• Collaborate with other IT team members to resolve complex technical issues or escalate to appropriate higher-level specialists
• Control, manage and assist in the development of all software and hardware policies
• Interface with software vendors to troubleshoot problems with proprietary applications
• Create and maintain standards and inventory controls
• Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests
• Provide onsite technical support to internal laboratory associates and laboratory instrument vendors
• Serve as a liaison between the Business Technical group and business stakeholders, including Quality Control Lab personnel as needed
• Ability to serve as a primary support resource for laboratory systems, where applicable, is a plus
• Responsible for all add, moves and changes to both laboratory equipment and associate access rights
• Provide end-user support for PC hardware, software, and peripherals (printers, monitors, etc.)
• Troubleshoot and resolve issues related to operating systems, applications, and network connectivity
• Set up and configure new PC hardware, including desktops, laptops and associated peripherals
• Troubleshoot hardware related problems, memory, hard drive, video card replacement etc.
• Support and troubleshoot various software products (Microsoft office, windows terminal Server, Windows Defender, FortiClient VPN, etc.)
• Support and troubleshoot various business and technical applications
• Previous experience with laboratory applications such as Empower, Totalchrom, Thermo Fischer systems, Mettler Toledo, Perkin Elmer etc. is a plus

Qualifications

• Bachelor’s degree in information technology, Computer Science or a related field
• Strong knowledge of the Windows operating systems (Windows 10/11) and Microsoft Office Suite
• Knowledge of Quality lab systems or the ability to quickly learn system administration of: Empower, Totalchrom, Thermo Fischer systems, Mettler Toledo, Perkin Elmer etc. is a plus
• Ability to diagnose, identify and remedy client-side hardware, software, and network related issues
• Strong knowledge of Windows and Mac based operating systems, hardware and applications
• Solid understanding of networking concepts and technologies including TCP/IP, DHCP, DNS, Scripting/automation of tasks using PowerShell and/or third-party tools
• Strong knowledge of user account management in a Microsoft Windows Active Directory environment
• 4+ years of Desktop Support experience required
• Some experience supporting laboratory instruments and laboratory technology environments is a plus

Performance Measurements

• Processing and closing of IT tickets in an accurate and timely manner
• Proactive involvement to remedy day-to-day pc support issues
• Be able to work very well within a fast-paced team environment
• Provide superb customer service to our user community

Qualifications

• Education/Certification: Bachelor’s degree in information technology, Computer Science or a related field

Skills/Abilities

• Strong communication and customer service skills
• Strong problem-solving abilities and attention to detail
• Ability to work independently and manage multiple support requests simultaneously
• Willingness to learn and stay updated on new technologies
• Strong written skills for documentation and reporting
• Good listening skills
• Ability to defuse situations and perceived as approachable
• Motivated, organized and professional

Working Conditions

• A corporate environment in which few to no hazards exist
• The employee must be able to lift and/or move up to 50lbs and be able to get under desks/cubicles to check cabling etc. when needed

Salary Range

$60,000 - $70,000 annually, plus bonus

Benefits

• Medical, behavioral & prescription drug coverage
• Health Savings Account (HSA)
• Dental
• Vision
• 401(k) savings plan with company match and profit sharing
• Basic and supplemental Life and AD&D insurance
• Flexible Spending Accounts (FSAs)
• Short & long-term disability
• Employee Assistance Program (EAP)
• Health Advocacy Program

Voluntary Benefits

• Legal services
• Critical illness
• Hospital indemnity
• Accident coverage
• ID theft and fraud protection
• Pet insurance
• Employee discounts

Time Off Programs

• sick & safe leave
• vacation
• company & floating holidays
• paid parental leave
• summer hours and flex place/flex time options