Position Description
Corporate Infrastructure and Security Site Support
Qualifications
Bachelor’s Degree preferred. Combination of experience and education considered
ITIL certification preferred
Roles & Responsibilities
Provide in-house support for End Users
IMAC Support
Able to perform the following without direct involvement from manager, senior team member, or lead
Provide resolutions for users for Corporate applications and hardware
Support resolutions for business group applications
Incident and Request Queue management – Ticket creation/Categorization/Prioritization
Partnering to direct customers to respective Support Group
Minimum Requirements
2+ years’ experience in Desktop support.
Understanding of client/server networks, protocols, common Internet services, Active Directory
Confirmed problem solving abilities
Desired Skills
Good interpersonal skills, written and verbal communication and customer management experience
Work experience interacting with colleagues globally
Knowledge on operations/service delivery
Strong analytical orientation, as well as creative problem-solving skills, to be able to evaluate problems and concepts from different perspectives; use data to identify key issues/opportunities and arrive at sound and logical solutions that improve employee experience
Good understanding of Computers and Trouble shooting skills required.
Ability to work in a team and provide input to solution
Communicate efficiently with vendors and escort them around a facility and engage the vendor regarding the purpose of their visit.
Work with functional support teams to assist customers and drive speedy resolutions.
Required & Technical Skills
Ability to tackle, diagnose, and resolve issues on PC’s and 3rd party applications supported by Corporate Infrastructure and Security
Ability follow, update and edit KB articles to fix, diagnose, and resolve or hand off to higher tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications.
Ability to provide “smart-hands” support computer rooms, IDF’s, MDF’s and physical equipment such as servers, switches, routers, printers.
PC / Laptop installation, configuration(imaging) and problem resolution
IMAC Request fulfilment
Printer/Scanners installation coordination, and vendor interaction
Phone & Mobile devices installation configuration and break fix.
Level 2/3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk)
Snow queue management (review queue, self-assignment of tickets, assign tickets, ticket closures)
Mounting & Un-mounting Hardware’s in data center (Switch, Routers, Servers, etc..)
Maintain IDF/MDF daily health checks and maintaining data center health check list register
Ability to manage multiple assignments, has good judgment, and prioritizes projects and time optimally
Ability to identify new tasks that need to be performed for support or operations and work with management for execution
Software installation at PC level and Server level
Read, Write and Speak local language.
The salary range estimated for this position is $73,000- $85,000. This position will also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. Actual compensation will be confirmed in writing at the time of offer.
We offer a comprehensive Total Rewards package that our US colleagues and their families can count on, which generally includes:
• A choice of national medical and dental plans, and a national vision plan
• A wellness program, and valuable health incentive opportunities for company contributions to a Health Reimbursement Account (HRA) or Health Savings Account (HSA)
• Tax-advantaged savings and spending accounts and commuter benefits
• Employee assistance program
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, short- and long-term disability, and volunteer time off in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one global team of 100,000 colleagues, we share a common set of values – Integrity, Intensity, Innovation and Involvement – working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.