What are the responsibilities and job description for the Senior Help Desk Technician position at Hologic Careers?
Our PURPOSE—to enable healthier lives everywhere, every day—is driven by a PASSION to become global champions for women’s health. We succeed by fulfilling our PROMISE to bring The Science of Sure® to life through product quality, clinical differentiation, customer relationships and our team’s talent and engagement.
Summary of Duties and Responsibilities
IS Help Desk support: (On rotating basis with some after-hours coverage)
- Answer help desk phone calls
- Route help desk tickets to appropriate technicians or support groups
- Provide on the spot troubleshooting as time allows
- Provide support through online chat system
- Provide walk up support
Provide local support for the following systems (installation, upgrades, troubleshooting):
- PC/Laptop Hardware and Software
- Network Peripherals, Printers, Copiers
- Telephone System
- Enterprise/Business Applications
- Mobile devices
- Audio/Visual
- Loaner laptop and projector management
- Hardware procurement, inventory, disposal support
- Account Management advanced support
- VIP support
- Assist with managing standard process/procedures
- Co-manage desktop related projects, documentation and coordination of new technology introductions
- Cross trains and provides guidance to other technicians
- Work directly with vendors on installations, upgrades, preventive maintenance
- Travel to other locations to assist with support when needed
Qualifications
- Windows 7 & 10 experience
- Microsoft Office 2013 experience or above
- Laptop/Printer Hardware advanced knowledge
- General Networking and Wireless environment understanding skills
- PC/Laptop Imaging experience
- Active Directory and Microsoft Exchange experience
- Desktop support tools advanced knowledge
- Anti-Virus, Malware, Spam advanced experience
- Ability to triage, troubleshoot, and resolve complex PC/Network problems quickly and accurately; contacts vendors as needed
- Ability to be an active participant and contributor on a professional IS Support Team 2
- Excellent communication skills, telephone support skills, and interpersonal skills with a customer service focus
- Ability to plan/organize time and workload
- Ability to prioritize and escalate based on problem/issue severity
- Ability to recommend process improvements
- IT service management system experience required (ServiceNow experience a plus)
- MacOS experience
- Documentation and Knowledge base experience
- Project management working knowledge
- Ability to work assignments that are complex in nature where judgement is required in resolving problems and making routine recommendations
- Senior-level position, all relevant experience considered, PC support experience required
Education
• BA/BS MIS or CIS (or related technical discipline) desired Experience
- 3-5 years’ experience in IS Help Desk support Specialized Knowledge
- Complex troubleshooting and technical skills
- Specialize in one or more of the following technical areas: audio visual systems/events, mobile device integration, computer imaging, automated patching/updating deliver tools, Endpoint management tools Additional Details (Including Physical & Mental requirements)
- Must be able to lift 50 lbs.
Agency and Third Party Recruiter Notice:
Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.
Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.
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