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Desktop Support Technician

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Durham, United States Life Science Logistics LLC Full time
Job DescriptionJob Description

Major Duties and Responsibilities (essential Functions):
• Install, troubleshoot, repair, operate, and maintain EUD devices (computers, workstations, laptops, thin clients, printers, scanners) and any other equipment within the scope of this task.
• Under minimal supervision provide front line support to end users to include interacting
with network services, software systems engineering and asset management to restore service and/or identify core problems.
• Provides on-site or remote technical support by performing installation, repair, and preventative maintenance of workstations and related software/hardware.
• Troubleshoots software and hardware failures and applies domain specific knowledge to return equipment to operational status within agreed upon Service Level Agreement parameters.
• Interacts daily with supervisor, peer groups and customers in order to manage workflow in timely and professional manner.
• Operational requirements dictate 24/7 coverage: day shift with night and weekend on-call
• Responsible for documenting, upgrading, and replacing hardware and software systems.
• Responsible for implementing fixes and patches through various means such as registry edits, patch installation, Active Directory Security Policy configuration and various
application testing.

Additional Duties and Responsibilities:
• Regular travel to all warehouse locations to set up new devices and circuits or solve other support needs will be required. (Possible 40% travel within the US)
• Performs other duties as requested by the Senior Network Engineer or IT Director.
• Completes any required compliance exams on a yearly basis.
• Adherence to all LifeScience Logistics Policies and Procedures.
• Professional presentation and demeanor

Employee Specifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The competencies listed below are representative of the knowledge, skill, and/or ability required.

Technical/Functional Competencies:
• Experience with the Fortinet solutions suite is a plus
• Wireless
• VPN
• WebEx - Phone system experience a plus
• Zebra RF Equipment is a plus
• Thermal printers is a plus
• Laptop configuration
• MacBook Configuration
• Docking stations -support configuration
• Extensive experience with troubleshooting Microsoft OS (Windows 7/10), Active
Directory, Microsoft Office Suite and associated productivity tools
• MacBook, OSX

Education and Work Experience:
• Current certifications in IT technologies applicable to the position
• Associate degree or Technical degree a plus
• Two to four years uninterrupted experience with required technologies.

Other Competencies:
• Good problem-solving and decision-making skills
• Exceptional customer service skills
• Demonstrates good judgment
• Strong interpersonal skills and ability to work well with a wide range of people
• Willingness to accept additional responsibilities.
• Takes initiatives in development and completion of projects
• Familiarity with warehousing and distribution software is a plus
• Tecsys WMS/DMS Application knowledge is a plus
• Excellent analytical skills
• Must be competent to work as part of a team on all phases of customer support to include physical activities such as moving printers, workstations, scanners and other items
• Experience with image/load set deployment in an enterprise environment
• Attention to detail and the ability to complete tasks consistently and accurately
• Strong time-management and organizational skills
• High level of ethics and integrity
• Prudence in management of confidential information
• Ability to work independently on assignments by researching issues, analyzing data, providing appropriate updates to supervisors, and proposing solutions to problems encountered
• Excellent coordination and project management skills
• Ability to meet deadlines in a fast-paced setting
• Strong oral and written communication skills
• Professional presentation and demeanor
• Must be able to successfully pass all preliminary employment requirements (i.e., background check and drug screen)

LifeScience Logistics is an equal opportunity employer that takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status, disability, sexual orientation, gender identity, or any other federal, state, or local protected class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions