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Bi Lingual Deskside Support

3 months ago

Kirkland, United States PeopleToGo Full time
Job Title: Bilingual Deskside Support 
Job Type: 6-month Contract (possibility of 6-month extension)
Location: 16750 Trans Canada Highway, Kirkland, QC 
Start Date: Aug 19, 2024
Hours: Monday-Friday, 8:30 am to 5 pm (40 hrs) 
Pay rate: $28/hr

Responsibilities:
  • IT Desk Side Support for Regulatory Inspections (example FDA/EMA). Some Activities included Supporting Printing, Wireless Setups, Desktop Support, and SharePoint/Teams Smart hands.
  • Smart Hands for DMO Critical Infrastructure Services, such as Wireless, Network switches, Firewalls, ROBOs / VMs.
  • Support Coordination of activities of the Lifecycle Management Activities for Network Devices.
  • IT General Support for DMO areas, Smart hands-on the side for OT System located on the Shop Floor.  Additional IT support as needed
End User Device Deployment & Deskside Hypercare Support
  • Deployment of PC/Laptop and other end user devices
  • Correctly manage tickets in the ITSM tool following appropriate procedural documentation
  • Perform technical diagnosis and repair of defective hardware, including break-fix, support, and assistance for end user computing devices (desktops, laptops Windows based and Macs, mobile devices, tablets, desk phones, soft phones, and printers)
  • Correct problems associated with failure or maintenance of the end user computing devices.
  • Diagnose and resolve software functionality for both the operating system and standard desktop applications on the supported platforms (Windows, MacOS, iOS etc.)
  • Support maintenance of the site-specific documentation that captures the complexity of the site environment to facilitate efficiency of the support process.
  • Maintain asset inventories following applicable procedural documentation using approved Merck tools.
  • Deployment of PCs, laptops, and other end user devices.
  • Manages ITSM tickets, diagnoses hardware issues, resolves software functionality, maintains site-specific documentation, and oversees asset inventories throughout the device lifecycle.
Qualifications:
  • 2-3 years of hardware, software (Windows 7/10), & end-user support experience
  • Have basic internet working & troubleshooting skills
  • Must have a minimum of a Diploma from a recognized IT program
  • Working towards or have A+ certification
  • Must be a self-starter and can manage multiple tasks concurrently
  • Good customer service skills
  • Good verbal & written communication skills
  • Ability to work independently or as part of a team
  • Ability to complete tasks effectively with minimal supervision
  • Available to work flexible work schedule