IT Service Desk Support

The Position Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. Responsibilities: The IT Service Desk Support Team provides onsite 2nd level IT support for client hardware, software, desk telephone/voicemail, mobile phones, and audio/video conference rooms. Hardware support involves HP laptops, tablets, and desktops; Apple MacBook Pros; Apple iPads; Apple iPhones. Peripheral support includes monitors, keyboards, mice, docking stations, and adapters. Involves device imaging, deployment, troubleshooting, repair, communication, documentation, and resolution. Operating System support for Microsoft Windows7, Windows10, Apple OSX 10, and Apple iOS. Client software support for Microsoft Office (Word, Excel, and PowerPoint), Google applications (Gmail, Calendar, Drive, Docs, Sheets, Slides, Google , Meet, and Chat), Internet browsers (Internet Explorer, Chrome, and Safari), Antivirus, and other client software. Provides support for software installation, remediation, removal, and troubleshooting. Must demonstrate understanding and usage of ITSM process and IT tools for incident, problem, change, and asset management (i.e. ServiceNow, ActiveDirectory). Team is responsible for monitoring and managing several incident ticket queues. Conference Room Support and Badge printing support. Must provide user support for projectors, screens, TV displays, wall controls, webcams, remote connectivity (Crestron Airmedia), HDMI, and Cisco conference room telephones. Perform basic troubleshooting of Multifunction printing devices and badge printing. Customer Service. Provides exceptional customer service. Willing to make a special effort to perform tasks correctly the first time. Demonstrates great follow up, communication, and relationship management skills. Able to answer customer questions and provide customer training. Provides user support for specific user requirements to improve or enhance user productivity. Project Support – Participates in “special projects” as assigned by IT management. Special projects may include Lifecycle management of workstation hardware, operating systems, and mobile phones. Minimum Qualifications: Technical certification in computer science or related field or equivalent, plus 4-6 years of customer-focused technical experience or; BA/BS degree from an Accredited Institution in computer science or related field, plus 2-4 years of customer focused technical experience. Extensive desktop support, telecom and network management preferred. Experience and patience in training others concerning technical matters Proven ability to effectively prioritize and execute tasks Proven analytical and problem-solving abilities Windows and Apple MacBook Operating Systems Experience with the following: Active Directory, ITIL, ServiceNow, Extensive experience with Google Applications – Gmail, Calendar, Drive, Docs, Sheets, Slides, Google , Meet, Chat, and Chrome extensions Highly self-motivated and self-directed Responsible and takes responsibility and ownership Extremely high level of attention to detail Desire to be a part of a team and work in a collaborative environment Strong interpersonal skills Customer service orientation Preferred: Bachelor's degree from an Accredited Institution in computer science or related field, plus 2-4 years of experience Vendor certifications (Microsoft, Cisco, Avaya, HP, others) ITIL Certification Familiarity with Agile ways of working Expericence with ServiceNOW or expereice with incident/request management within a ticketing system Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. Unless entitled to a reasonable accommodation under applicable law, employees are required to be fully vaccinated against COVID-19 in accordance with customer requirements, the company’s health and safety obligations and/or applicable law or guidelines. Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law. If you have a disability and need an accommodation in connection with the on-line application process, please email us at US.Accommodation@roche.com. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.