Help Desk Technician

1 month ago

Tucson, United States Accelerate Diagnostics Inc. Full time

This role is skilled in troubleshooting to resolve issues for network connectivity, AD, LAN/WAN, TCP/IP, wireless and remote access VPN and Office Productivity tools (Office 365, Adobe etc) and undertakes technical projects from time to time

**Essential Functions**:

- Senior technical contact for all end user and system generated Help Desk / Service Desk requests (for issues/problems, incident and change items); Respond promptly to user requests for IT/Tech assistance
- Monitors the Help Desk Support Queue, create service/trouble tickets and establishes a level of priority for each ticket/request
- Document all work performed along with resolution in the Help Desk ticketing system
- Support and service end-user desktop/laptop computer/mobile tablet requests, general software and Office Productivity apps and tools and resolve technology related issues/problems in a responsive, “Customer First” service-oriented manner
- Provide Technology input for the acquisition, deployment, adoption, usage, operations, maintenance and management of desktop hardware and software technologies, software/programs & tools; Create and maintain standards and process/procedure documentation
- Participate to execute/complete assigned tasks in IT projects, as outlined by management
- Undertake installation, troubleshooting and support for desktop and laptop computers and all aspects of various Microsoft Windows operating systems; train end-user on IT related equipment and software/tools
- Chart creative solutions to end-user desktop hardware, software challenges; Research, resolve and respond to inquiries based on processes, policies and standards; escalate issues as required
- Evaluate current processes, framework and documentation; identify areas for improvement, make recommendations and implement approved enhancements
- Assist in the review, planning and execution of proactive support upgrades, patching and all other maintenance activities (transition from 'cure' to 'prevent')
- Collaborate with other Departments and Business Stakeholders (R&D, Global Customer Support, Quality & Regulatory, Operations/Manufacturing etc) in the plan, design, test, implement and operate tasks of IT Network & Storage/Systems infrastructure as required in ongoing and planned projects and initiatives
- Manage assigned tasks to completion (on time and meeting scope)
- Coordinate and collaborate with external vendors, parties (and Accelerate Diagnostics customers, as required)
- Excellent end-user (customer) support and service skills and committed to follow-through and resolution, performing diagnostics, taking corrective actions for hardware, software and peripheral equipment as necessary, while staying on top of daily tickets and tasks

**Qualifications**:

- Associate’s degree in a related field; experience in lieu of education may be considered
- Microsoft or CompTIA (A+ or Network+) or other IT related Certification (preferred)
- Minimum of 4 years’ of professional experience in IT/Technology support; advanced education in lieu of experience may be considered; at least 1 year in an end user / customer facing role, providing Technical support and services

**Knowledge, Skills, and Abilities**:

- Knowledge and understanding of Microsoft technologies and solutions including but not limited to Windows 10, Windows Server 201x, Active Directory, Domain Controller, File Servers, DFS, Hyper-V or VMWare
- Knowledge and experience with Microsoft Azure products is a plus
- Knowledge and experience with Microsoft Office 365 suite (including but not limited to OneDrive, Teams, Sharepoint and Exchange Online) is a plus
- Knowledge and understanding of TCP/IP, SNMP, SMTP, SSL, SSH, DNS, DHCP, LDAP, Samba and Kerber OS concepts
- Knowledge and experience with corporate LAN, WAN, Wireless operations of internet and other service provider technology
- Experience with Cisco Meraki tools and technologies is a Plus
- Knowledge and experience in VOIP (on-prem or cloud based), PBX Telephony Administration and Management
- Knowledge of ERP Business Systems, user account management and configuration
- Knowledge of Project Management, IT Asset Management is preferred; ability to interact with vendors for technical and account needs, negotiate renewals/contracts (as appropriate)
- Familiarity with image management including compression, archival, and knowledge of typical file formats for large scientific images
- Understanding of software development best practices; experience with tools needed to debug and diagnose issues in any type of environment
- Skilled at identifying network issues/errors, resolving them or escalating as appropriate.
- Strong verbal and written communication skills, maintains a professional, healthy relationship with all fellow team members.
- Adept in creating/maintaining “How To” documentation to support, enforce technology standards, policy and process.

Pay: $20.59 - $21.82 per hour

Expected hours: 40 per week

**Benefits**:

- 40

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