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Bi Lingual Deskside Support

3 months ago

Kirkland, Washington, 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