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Desktop Support Analyst II

2 months ago

Richmond, United States Thermo Fisher Scientific Full time
Work Schedule
Other

Environmental Conditions
Office

Job Description

At Thermo Fisher Scientific, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life - enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. With clinical trials conducted in 100+ countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio, our work spans laboratory, digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on - now and in the future.

Location/Division Specific Information

Our PPD® Laboratory Services team has a direct impact on improving patient health through the expertise of scientists, industry thought-leaders and therapeutic experts. As the world leader in serving science, our laboratory professionals bring their commitment to accuracy and quality to deliver groundbreaking innovations.

Discover Impactful Work:

With some direction, provides technical assistance to computer system users; Answers incoming calls and emails, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion; Troubleshoots basic end user issues on various software applications, hardware, network and telecommunications systems and provides basic desktop support over phone calls and chat sessions.

Essential Functions and Other Job Information

A Day In The Life:
  • Maintains the Service Desk by answering or responding to calls, logging calls/resolution, resolving problems and providing required assistance to callers.
  • Performs follow-up on calls to ensure all problems are resolved fully and in a timely manner.
  • Installs or upgrades software on user equipment.
  • Assists clients in troubleshooting and resolving problems with computer equipment.
  • Fulfills account management requests.
  • Trains new users on proper login procedures, electronic mail, remote dial in and other software as needed.
  • Identifies, researches, and resolves technical problems.
  • Responds to and diagnoses problems through discussion with users.
Education

Education and Experience:
  • High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification.
  • Technical positions may require a certificate.
  • Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years).
Years of experience refers to typical years of related experience needed to gain the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Years of experience are not to be used as the oorm general riles or connly determining factor in establishing the job class or making employment selection decisions.

Knowledge, Skills, Abilities
  • Knowledge of Microsoft Windows operating systems and Microsoft Office products
  • Good knowledge of Active Directory
  • The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events)
  • Strong customer service communication skills
  • Must be able to multi task and pay close attention to details
Work Environment

Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:
  • Work is performed in an office or clinical environment with exposure to electrical office equipment.
  • Exposure to high pressure, intense concentration needed.
  • Must pay constant attention to detail-visual, mental.
  • Must be able to multitask constantly.
  • Frequent interaction with clients / associates required.
  • Long, varied hours required occasionally.
  • Travel required on rare occasions.
  • Work on rotating shifts.
  • Exposure to toxic materials on rare occasions