Description

Provide technical support and hardware/software troubleshooting in a multi-layered client-server environment, owning ticket resolution within SLA volumes and timeframes.

This role is on-site.

Responsibilities

• Resolve support tickets independently and perform root cause analysis for on-call escalations to prevent recurring issues.
• Collaborate with laboratory technicians to assist with software installation and maintenance.
• Maintain knowledge base updates and provide coaching or training to junior analysts.
• Ensure seamless interconnection between desktops, file servers, and application servers.
• Maintain high customer satisfaction through first-call resolution and minimal case reopens.

Required Skills

• 5+ years of experience in desktop support and hardware/software diagnostics.
• Proficiency with JAMF, Microsoft SCCM, and Microsoft Intune.
• Experience managing FileVault Disk Encryption.
• Solid knowledge of Active Directory and Change Management processes.
• Hands-on experience with TCP/IP, Ethernet, and Serial interface standards.
• Expertise in managing anti-virus, anti-spam, wireless communication, and mobile devices.
• Proven ability to liaise with multiple vendors, partners, and internal teams.
• Strong documentation skills and professional verbal/written communication.

Preferred Skills

• Experience with ServiceNow.

Key Skills

Education

Any Gradute