Technical Support Specialist

3 weeks ago

Richmond, California, United States Thermo Fisher Scientific Full time

We're seeking a highly skilled Technical Support Specialist to join our Patient Health Innovations team at Thermo Fisher Scientific. As a leader in serving science, we empower our team members to deliver groundbreaking innovations that make a positive impact on a global scale.

This is an exciting opportunity to work with a talented team of scientists, industry thought-leaders, and therapeutic experts who share your passion for improving patient health. Our Laboratory Services team has a direct impact on improving patient health through the expertise of scientists, industry thought-leaders, and therapeutic experts.

As a Technical Support Specialist, you will be responsible for providing technical assistance to computer system users, answering incoming calls and emails, tracking all information in a call tracking system, and using a knowledge base tool along with your expertise to resolve tier 1 requests in a timely fashion. You will also troubleshoot basic end-user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support over phone calls and chat sessions.

Key Responsibilities:

  • 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.

Requirements:

  • 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).

As a Technical Support Specialist, you will be working in an office or clinical environment with exposure to electrical office equipment. You will be required to pay constant attention to detail-visual, mental, and multitask constantly. You will also be interacting with clients/associates frequently and working on rotating shifts occasionally. Travel is required on rare occasions, and exposure to toxic materials is minimal.

Estimated Salary Range: $65,000 - $90,000 per year, depending on location and experience. We offer a competitive benefits package, including medical, dental, and vision insurance, 401(k) plan, and paid time off.

If you are a motivated and detail-oriented individual who is passionate about improving patient health, we encourage you to apply for this exciting opportunity to join our team at Thermo Fisher Scientific.

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