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. Our Healthcare, Sani Professional, and Contract manufacturing divisions develop, manufacture, and distribute leading-edge products for North America and the world.

Responsibilities

• Support all workstations and devices in Woodcliff Lake, NJ and Orangeburg, NY.
• Diagnose and resolve hardware and software issues, offering solutions to ensure smooth system operation.
• Install, configure, and troubleshoot Microsoft Office Suite, proprietary applications, 3rd party applications, and peripherals.
• Manage and assist in the development of software and hardware policies.
• Interface with software vendors to troubleshoot proprietary applications.
• Coordinate physical user moves with department supervisors, HR, and IT Management.
• Provide onsite technical support to laboratory associates and instrument vendors.
• Act as a liaison between the Business Technical group and business stakeholders, including Quality Control Lab personnel.
• Manage customer relations, address complaints, and resolve problems.
• Document and report on IT ticket processing and customer interactions.
• Perform technical analysis, including setting up and configuring new PC hardware and troubleshooting software and network issues.
• Support and troubleshoot various business and technical applications.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 4+ years of desktop support experience.
• Experience supporting laboratory instruments and technology environments.
• Strong knowledge of Windows and Mac-based operating systems, hardware, and applications.
• Understanding of enterprise-level antivirus solutions like Windows Defender.
• Knowledge of networking concepts and technologies, including TCP/IP, DHCP, DNS, and scripting/automation tools.
• Experience with user account management in Microsoft Windows Active Directory environments.
• Ability to diagnose, identify, and remedy client-side hardware, software, and network-related issues.
• 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.

Qualifications

• Strong knowledge of Quality lab systems or the ability to quickly learn system administration of Empower, Totalchrom, Thermo Fischer systems, Mettler Toledo, Perkin Elmer, etc.
• Previous experience with laboratory applications such as Empower, Totalchrom, Thermo Fischer, Perkin Elmer, or similar systems.
• Strong written skills for documentation and reporting.
• Good listening skills.
• Ability to defuse situations and be perceived as approachable.
• Motivated, organized, and professional work ethic.

Benefits

• Medical, behavioral, and prescription drug coverage.
• Health Savings Account (HSA).
• Vision 401(k) savings plan with company match and profit sharing.
• Basic and supplemental life and AD&D insurance.
• Flexible Spending Accounts (FSAs).
• Short and long-term disability insurance.
• Employee Assistance Program (EAP).
• Health Advocacy Program.
• Legal services, critical illness, hospital indemnity, accident coverage, ID theft and fraud protection, pet insurance, and employee discounts.
• Paid time off programs including sick & safe leave, vacation, company & floating holidays, paid parental leave, and flexible work options.