Technical Support Specialist II
1 week ago
Other
Environmental Conditions
Office
Job Overview
At Thermo Fisher Scientific, you will engage in impactful work that contributes positively on a global scale.
Our mission is to empower our customers to create a healthier, cleaner, and safer world.
We equip our teams with the necessary resources to achieve personal career aspirations while advancing scientific endeavors through research, development, and the delivery of transformative therapies.
With clinical trials conducted in over 100 countries and continuous innovation in clinical research frameworks through our PPD clinical research portfolio, our work encompasses laboratory, digital, and decentralized clinical trial services.
Your commitment to quality and precision will enhance health outcomes that communities rely on – both now and in the future.
Location/Division Specific Information
Our PPD Laboratory Services team plays a crucial role in enhancing patient health through the expertise of scientists, industry leaders, and therapeutic specialists.
As the leading organization in serving science, our laboratory professionals are dedicated to accuracy and quality, driving groundbreaking innovations.
Key Responsibilities:
With some guidance, provide technical support to users of computer systems; Manage incoming calls and emails, document all information in a call tracking system, utilize a knowledge base tool alongside your expertise to resolve tier 1 requests efficiently; Troubleshoot basic user issues across various software applications, hardware, network, and telecommunications systems, and offer fundamental desktop support via phone and chat.
A Day In The Life:
Maintain the Service Desk by responding to calls, logging issues/resolutions, troubleshooting problems, and offering necessary assistance to users.
Install or upgrade software on user devices.
Assist clients in diagnosing and resolving issues with computer equipment.
Handle account management requests.
Train new users on proper login procedures, email usage, remote access, and other software as required.
Identify, investigate, and resolve technical issues.
Respond to and diagnose problems through discussions with users.
Education and Experience:
High school diploma or equivalent, along with relevant formal academic or vocational qualifications.
Technical roles may necessitate certification.
Prior experience that provides the knowledge, skills, and abilities to perform the job (equivalent to at least 2 years).
Years of experience refer to the typical duration of related experience needed to acquire the necessary knowledge, skills, and abilities to perform the essential functions of the role.
Years of experience should not be the sole determining factor in establishing job classification or making employment selection decisions.
Knowledge, Skills, AbilitiesFamiliarity with Microsoft Windows operating systems and Microsoft Office applications
Good understanding of Active Directory
The ability to synthesize information to form general conclusions (including identifying relationships among seemingly unrelated events)
Strong customer service communication skills
Ability to multitask and maintain attention to detail
Work Environment
Thermo Fisher Scientific prioritizes the health and wellbeing of our employees. We encourage individuals to foster a healthy and balanced environment conducive to their success.
Below are the working environment/requirements for this role:
Work is conducted in an office or clinical setting with exposure to electrical office equipment.
Requires high concentration and attention to detail.
Must be able to multitask consistently.
Frequent interaction with clients and colleagues is necessary.
Occasional long and varied hours may be required.
Travel may be necessary on rare occasions.
Work on rotating shifts.
Exposure to hazardous materials may occur on rare occasions.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.
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