Help Desk Technician - Tucson, United States - Accelerate Diagnostics Inc.

Description

This role is skilled in troubleshooting to resolve issues for network connectivity, AD, LAN/WAN, TCP/IP, wireless and remote access VPN and Office Productivity tools (Office 365, Adobe etc) and undertakes technical projects from time to time


Essential Functions:

• Senior technical contact for all end user and system generated Help Desk / Service Desk requests (for issues/problems, incident and change items); Respond promptly to user requests for IT/Tech assistance
• Monitors the Help Desk Support Queue, create service/trouble tickets and establishes a level of priority for each ticket/request
• Document all work performed along with resolution in the Help Desk ticketing system
• Support and service enduser desktop/laptop computer/mobile tablet requests, general software and Office Productivity apps and tools and resolve technology related issues/problems in a responsive, "Customer First" serviceoriented manner
• Provide Technology input for the acquisition, deployment, adoption, usage, operations, maintenance and management of desktop hardware and software technologies, software/programs & tools; Create and maintain standards and process/procedure documentation
• Participate to execute/complete assigned tasks in IT projects, as outlined by management
• Undertake installation, troubleshooting and support for desktop and laptop computers and all aspects of various Microsoft Windows operating systems; train enduser on IT related equipment and software/tools
• Chart creative solutions to enduser desktop hardware, software challenges; Research, resolve and respond to inquiries based on processes, policies and standards; escalate issues as required
• Evaluate current processes, framework and documentation; identify areas for improvement, make recommendations and implement approved enhancements
• Assist in the review, planning and execution of proactive support upgrades, patching and all other maintenance activities (transition from 'cure' to 'prevent')
• Collaborate with other Departments and Business Stakeholders (R&D, Global Customer Support, Quality & Regulatory, Operations/Manufacturing etc) in the plan, design, test, implement and operate tasks of IT Network & Storage/Systems infrastructure as required in ongoing and planned projects and initiatives
• Manage assigned tasks to completion (on time and meeting scope)
• Coordinate and collaborate with external vendors, parties (and Accelerate Diagnostics customers, as required)
• Excellent enduser (customer) support and service skills and committed to followthrough and resolution, performing diagnostics, taking corrective actions for hardware, software and peripheral equipment as necessary, while staying on top of daily tickets and tasks

Qualifications:

• Associate's degree in a related field; experience in lieu of education may be considered
• Microsoft or CompTIA (A+ or Network+) or other IT related Certification (preferred)
• Minimum of 4 years' of professional experience in IT/Technology support; advanced education in lieu of experience may be considered; at least 1 year in an end user / customer facing role, providing Technical support and services

Knowledge, Skills, and Abilities:

• Knowledge and understanding of Microsoft technologies and solutions including but not limited to Windows 10, Windows Server 201x, Active Directory, Domain Controller, File Servers, DFS, Hyper-V or VMWare
• Knowledge and experience with Microsoft Azure products is a plus
• Knowledge and experience with Microsoft Office 365 suite (including but not limited to OneDrive, Teams, Sharepoint and Exchange Online) is a plus
• Knowledge and understanding of TCP/IP, SNMP, SMTP, SSL, SSH, DNS, DHCP, LDAP, Samba and Kerber OS concepts
• Knowledge and experience with corporate LAN, WAN, Wireless operations of internet and other service provider technology
• Experience with Cisco Meraki tools and technologies is a Plus
• Knowledge and experience in VOIP (onprem or cloud based), PBX Telephony Administration and Management
• Knowledge of ERP Business Systems, user account management and configuration
• Knowledge of Project Management, IT Asset Management is preferred; ability to interact with vendors for technical and account needs, negotiate renewals/contracts (as appropriate)
• Familiarity with image management including compression, archival, and knowledge of typical file formats for large scientific images
• Understanding of software development best practices; experience with tools needed to debug and diagnose issues in any type of environment
• Skilled at identifying network issues/errors, resolving them or escalating as appropriate.
• Strong verbal and written communication skills, maintains a professional, healthy relationship with all fellow team members.
• Adept in creating/maintaining "How To" documentation to support, enforce technology standards, policy and process.

Pay:
$ $21.82 per hour

Expected hours: 40 per week


Benefits:

• 40