IT/OT Service Desk Specialist

2 months ago

Charleston, United States SHL Medical Full time

Location: Charleston, South Carolina, US

Reporting to: IT Manager


SHL Medical is the world-leading solution provider in the design, development, and manufacturing of advanced drug delivery systems with more than 5000 employees worldwide. Our customers include top pharmaceutical and biotech companies from around the globe that require innovative devices such as auto-injectors or pen injectors to effectively deliver their drugs. Headquartered in Switzerland since late 2018, with sites in Sweden, Taiwan, and the United States.


Job Overview

The IT/OT Service Desk Specialist is responsible for providing technical support and exceptional customer service to our internal employees and external clients in the office and shop floor (OT) environments. This role involves diagnosing and resolving IT-related issues, escalating complex problems to higher-tier support teams, and maintaining accurate records of all service requests. The ideal candidate is a proactive problem solver with excellent communication skills.


Main Responsibilities


  • Incident Management: Respond to incoming service requests, incidents, and inquiries via phone, email, or ticketing system in a timely and professional manner.
  • Technical Troubleshooting: Diagnose and resolve hardware, software, and network-related issues for end-users, escalating complex problems as necessary.
  • System Maintenance: Monitor and maintain computer systems to ensure they are running efficiently and securely.
  • User Support: Provide guidance and support to end-users on IT-related topics, including system access, software applications, and hardware configurations.
  • Documentation: Maintain detailed records of service requests, incident resolutions, and knowledge base articles to facilitate efficient problem-solving and knowledge sharing.
  • Hardware and Software Maintenance: Manage hardware and software planning, purchase, installation, configuration, and upgrades for end-users.
  • Account Management: Handle password reset requests and assist with account management tasks.
  • Remote Support: Provide remote assistance and support for on- and off-site users, ensuring minimal disruption to their workflow.
  • User Training: Offer training to end-users on IT tools and technologies to enhance their productivity.
  • Collaboration: Collaborate with other IT teams and third-party vendors to resolve issues and implement solutions.
  • Security: Assist in implementing and enforcing IT security policies and procedures, including user access controls, data backups, and antivirus management.
  • Continuous Improvement: Suggest improvements to existing processes and procedures to enhance service desk efficiency.


Skills and Qualification


  • Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent work experience required.
  • Proven experience in IT support and system administration.
  • Strong knowledge of operating systems (Windows, Linux, etc.), hardware, and software applications.
  • Experience in system setups and software distribution using Microsoft Endpoint Configuration Manager or Windows Autopilot.
  • Familiarity with ITIL best practices.
  • Familiarity with network protocols, security, and best practices is a plus.
  • Active Directory/Entra ID domain administration experience.
  • Understanding of modern computer and telecommunications systems, including mobile devices.
  • Excellent troubleshooting and problem-solving skills.
  • Experience with setting up, maintaining, and troubleshooting shop floor equipment (PDAs, barcode scanners, label printers, Windows-based machine controllers, etc.) is considered an advantage
  • Effective communication and interpersonal skills.
  • Ability to work independently and in a team.
  • Ability to adapt to changing technology landscapes.


We Offer


  • Competitive compensation package
  • Modern working environment with state-of-the-art facilities and technologies
  • Challenging assignments in a fast growing and innovative industry
  • Position in a dynamic, international team of highly skilled professionals
  • Various opportunities for personal and professional development within a global organization


Please note that SHL is a drug free employer. This offer of employment is contingent upon your successful completion of various preemployment screenings, including, but not limited to, a drug test, employment verification, reference checks, and a criminal background check.


Interested in joining SHL Medical and in supporting us with your expertise and personality? Then we look forward to receiving your application including your CV, motivation letter, and all other relevant documents via the Easy Apply button or directly to RecruitUS@shl-group.com.


For more information on SHL Medical, please visit: linkedin.com/company/shlmedical/life


Is this not quite what you are looking for? Further interesting career opportunities can be found on: shl-medical.com/careers


Please note: For this position, we do not consider applications from recruitment agencies.

  • Help Desk Support Specialist

    4 weeks ago

    Charleston, West Virginia, United States TEKsystems Full time

    Job OverviewTEKsystems is seeking a Help Desk Support Specialist to join our team for a 3-4 month project. The successful candidate will be responsible for providing technical support and troubleshooting assistance to our clients.Job SummaryAs a Help Desk Support Specialist, you will be the primary point of contact for our clients and will be responsible for...

  • Help Desk Specialist I

    4 weeks ago

    Charleston, West Virginia, United States ValidaTek Full time

    Job SummaryWe are seeking a skilled Help Desk Specialist to join our team at ValidaTek. As a Help Desk Specialist, you will provide technical support to end-users, troubleshoot software and hardware issues, and maintain accurate records of software and hardware installations.Key ResponsibilitiesProvide technical support to end-users via phone, email, or...

  • Service Desk Technician

    1 month ago

    Charleston, United States Encore Talent Solutions Full time

    Encore Talent Solutions has partnered with a client in search of a Service Desk Technician on a full-time basis.The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to...

  • Service Desk Technician

    1 month ago

    Charleston, United States Encore Talent Solutions Full time

    Encore Talent Solutions has partnered with a client in search of a Service Desk Technician on a full-time basis.The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to...

  • Service Desk Technician

    1 month ago

    Charleston, United States Encore Talent Solutions Full time

    Encore Talent Solutions has partnered with a client in search of a Service Desk Technician on a full-time basis.The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to...

  • IT Service Desk Technician

    4 weeks ago

    Charleston, United States Encore Talent Solutions Full time

    Encore Talent Solutions is seeking an IT Service Desk Technician for an end client requirement. The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively...

  • IT Service Desk Technician

    1 month ago

    Charleston, United States Encore Talent Solutions Full time

    Encore Talent Solution is seeking an IT Service Desk Technician for an end client requirement. The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively...

  • IT Service Desk Technician

    1 month ago

    Charleston, United States Encore Talent Solutions Full time

    Encore Talent Solution is seeking an IT Service Desk Technician for an end client requirement. The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively...

  • IT Service Desk Technician

    1 month ago

    Charleston, United States Encore Talent Solutions Full time

    Encore Talent Solution is seeking an IT Service Desk Technician for an end client requirement. The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively...

  • IT Service Desk Technician

    4 weeks ago

    Charleston, United States Encore Talent Solutions Full time

    Encore Talent Solutions is seeking an IT Service Desk Technician for an end client requirement. The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively...

  • Service Desk Technician

    1 month ago

    Charleston, United States Encore Talent Solutions Full time

    Position DescriptionThe IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively within the team and to end-users. As a member of the IT Service Desk, the IT...

  • Service Desk Technician

    1 month ago

    Charleston, United States Encore Talent Solutions Full time

    Position DescriptionThe IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively within the team and to end-users. As a member of the IT Service Desk, the IT...

  • Service Desk Support

    3 months ago

    Charleston, United States Coforge Full time

    Role: Service Desk SupportKey Skills: Level 2 Support, Support & TroubleshootingExperience: 2+ yearsLocation: Charleston, WVMode of Hire: Full TimeWe at Coforge are hiring Service Desk Support with the following skillset:Provide Level 2 support to the client.Identify issues and escalate issues when necessary.Resolve end-user incidents and process service...

  • Customer Service

    6 months ago

    Charleston, United States O2 Fitness Full time

    Job Details Description About O2 Fitness: O2 Fitness offers the best in fitness equipment, personal training and group exercise throughout the Carolinas. We promise to provide a welcoming, motivating and clean environment with a professional and caring staff to help our clients achieve real results. We are committed to helping our members...

  • IT Service Desk Team Lead

    1 month ago

    Charleston, United States College of Charleston Full time

    [IT Service Desk Team Lead* (2nd Shift) *[Posting Details]{arial=""} ]{arial=""}* POSTING INFORMATION Internal Title IT Service Desk Team Lead* (2nd Shift) Position Type Classified Faculty / Non-Faculty / Administration Non-Faculty Pay Band 6 Level 3 Department IT Support Services Job Purpose The IT Service Desk Team Lead provides strategic...

  • Director of Rehab OT

    1 day ago

    Charleston, United States Powerback Rehabilitation Full time

    POSITION SUMMARY: The Director of Rehab OT is responsible for the efficient management of rehabilitation services in their assigned account(s). This position also assists in integration of rehabilitation services in all settings. The Director of Rehab OT ensures that the highest standard of rehabilitation services is delivered and maintained.   Powerback...

  • Director of Rehab OT

    3 days ago

    Charleston, United States Powerback Rehabilitation Full time

    POSITION SUMMARY: The Director of Rehab OT is responsible for the efficient management of rehabilitation services in their assigned account(s). This position also assists in integration of rehabilitation services in all settings. The Director of Rehab OT ensures that the highest standard of rehabilitation services is delivered and maintained.   Powerback...

  • IT Service Desk Technician

    2 weeks ago

    Charleston, SC, United States Encore Talent Solutions Full time

    Encore Talent Solutions is seeking an IT Service Desk Technician for an end client requirement. The IT Service Desk Technician is responsible for providing support for a wide range of technical issues and request from enterprise end-users both remotely and face-to-face. This position requires good technical knowledge and ability to communicate effectively...

  • Front Desk Service Associate

    2 weeks ago

    Charleston, West Virginia, United States Kings Courtyard Inn Full time

    We are seeking a highly skilled Front Desk Concierge to join our team at Kings Courtyard Inn. As the first point of contact for our guests, this role requires exceptional hospitality skills, attention to detail, and the ability to multitask in a fast-paced environment.Responsibilities:Answer incoming phone calls and assist callers with their requests or...

  • Front Desk Representative

    2 weeks ago

    Charleston, West Virginia, United States Comfort Inn Charleston Downtown Full time

    Front Desk Agent Job DescriptionAt Comfort Inn Charleston Downtown, we are seeking a highly skilled and customer-focused Front Desk Agent to join our team. The successful candidate will be responsible for providing exceptional customer service, handling guest inquiries, and ensuring a seamless check-in and check-out experience for our guests.Key...