Client Service Technician II

1 week ago

Portland, Maine, United States Abbott Laboratories Full time

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You'll also have access to:

  • Career development with an international company where you can grow the career you dream of .
  • Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
  • An excellent retirement savings plan with high employer contribution
  • Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

We have an opportunity for IT Support Site Technician II based in Westbrook, ME. In this role, you will be responsible, through direct interaction with end users and management, for providing effective and efficient on-site and remote support to end users and management on a variety of technical support issues, including the set up and maintenance of mobile devices, computing equipment, printers, faxes, scanners & other peripherals. The role holder is required to perform routine maintenance functions such as hardware & software inventory management. Working with the Global Service Desk and related support functions, the role holder will ensure the provision of a consistently high quality service to customers and stakeholders. Periodic travel may be required to support additional locations, and if so, the role holder must be capable of travelling without restriction.

This job function has accountability for complying with the applicable elements of the Global Quality Framework and the Corporate Quality Management System (QMS).

WHAT YOU'LL DO

  • Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues
  • Perform first and second level support for the following: PC configuration (desktops and laptops), VPN connections, PC software (site-specific and enterprise), peripherals, LAN connectivity, and additional devices/software/hardware as needed (i.e. printers, copiers, mobile devices, A/V equipment)
  • Provide an efficient and effective support service to on site and remote users
  • Setup new users and support resources of terminated users
  • Perform first level and second level support
  • Basic Active Directory administration (i.e. account changes and permissions)
  • Ensure adherence to all relevant internal, external and site-specific policies, processes and Standard Operating Procedures relating to data security, the network and its applications, and account access/management
  • Order and track supplies, carry out asset management & dispersal, and fulfil all documentation requirements for supported sites
  • Work with various vendors as needed to support site specific services, hardware, and software
  • Asset management of all IT equipment on site
  • Undertake any other duties reasonably requested to meet business needs
  • Basic support of site-specific ERP, CRM, or database systems.

EDUCATION AND EXPERIENCE YOU'LL BRING

  • Bachelor's degree or equivalent qualification in Information Technology or similar
  • 2 – 5 years' experience in providing end-user technical support
  • Team oriented - able to work in, and positively contribute to, cross functional teams
  • Able to learn new applications quickly, and committed to keeping knowledge and skills up to date
  • Experience in supporting desktop applications in LAN environment
  • Working knowledge of the following technologies:
Active Directory user functions (ADS & Exchange)Windows XP, 7, and 10Knowledge of anti-virus / anti-malware programsBuilding/imaging computersWiring / CablingNetwork technologies
  • Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve issues
  • Occasionally works after-hours, as needed
  • High level of freedom, within the realms of the role, to produce solutions in support of customer service level agreements
  • Ensures all solutions adhere to applicable change control requirements
  • Addresses immediate service needs of all end users regardless of Business Unit affiliation
  • Good time management skills, with proven ability to prioritize and organize a demanding workload, adapting to fit the changing needs of the business
  • Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
  • Proactive and self-motivated approach, able to work independently
  • Strong analytical skills and the ability to combine technical knowledge and customer support skills
  • Excellent communication skills (both written and verbal) and ability to relate with users, service providers, and management
  • Carries out duties in compliance with established business policies
  • Demonstrates commitment to the development, implementation and effectiveness of Alere Quality Management System per ISO, FDA, and other regulatory agencies
  • Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices
  • Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities
  • Perform other duties and projects as assigned

PREFERRED

  • SOX compliance knowledge
  • ITIL framework knowledge
  • Maintaining documentation
  • Light experience administering servers
  • Experience supporting ERP/CRM systems
  • Experience support in-house, custom, or proprietary software systems

Apply Now

Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at , on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $26.30 – $52.60 per hour. In specific locations, the pay range may vary from the range posted.

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