Desktop/ Help Desk Technician I/II


  • Industry: Customer Service/Call Center - Help Desk
  • Type: Full Time
  • Compensation: $54,405.00 - 80,770.00 / Year*
position filled
With over 30 years of specialized expertise in infectious disease, immunology and allergy testing for immunocompromised and critical patients, Viracor Eurofins is committed to helping medical professionals, transplant teams and reference labs get results faster, when it matters most. Viracor is passionate about delivering value to our clients by providing timely, actionable information never losing sight of the connection between the testing we perform and the patients you serve.

Basic Function and Scope of Responsibility:

The Desktop/Help Desk Technician role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all end user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email) requiring problem analysis, technical assistance and training of associates for various information systems.

Essential Job Duties:

Level I - Minimum

* Answer help desk phone calls and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issues

* Provide desktop support for those items that cannot be resolved remotely while ensuring phone coverage

* Maintain complete, timely, and accurate record of support in ticketing system including knowledge base updates to assist others in resolving similar tickets

* Assist employees with general administrative needs relating to passwords, application access, local backups/restores, forms and policies

* Educate end users in operating systems, software applications, and how to use phone system effectively

* Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for employee moves or terminations

* Participate in training new employees at new hire orientations

* Manage user accounts and permissions

* Maintain IT inventory list and licensing agreement information to ensure we remain in compliance

* Contact appropriate maintenance, technical support or programming personnel for hardware or software failures and escalate issues when needed

* Install, upgrade and maintain updates to software applications

* Maintain daily tape backup and off-site tape storage

* Maintain change control log for all computers

* Represent department and the organization favorably and in accordance with established Company standards and associate attributes at all times

* Other duties as assigned by management

Level II Fully meets the responsibilities of Level I plus the following:

* Installs, configures, and maintains personal computers and workstations.

* Serve as primary contact for administration activities and responsibilities for desktop computers, printers, phones, smartphones, software deployment, antivirus management, security and patches as well as additional technologies inclusive of both hardware and software.

* Maintain complete, timely and accurate record of network administration.

* Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received.

* Provides instruction and training to end users in operating systems, software applications, the telephone system, building security and manages card access

* Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for associate moves or terminations

* Install, upgrade and maintain updates to software applications

* Maintain change control log for all computer.

Level III - Fully meets the responsibilities of Level II plus the following:

* Works under minimal supervision on complex projects and assist less experienced peers

* Keeps self educated on Microsoft Product Roadmaps and develops migration plans and upgrade strategies including capital and expense estimates and project plans

Essential Knowledge, Skills and Abilities:

Level I Minimum

* High School Diploma or Equivalent required; Associate's Degree preferred

* A+ Certification, Network + Certification, Microsoft Certifications or related training preferred but not required

* 2+ years of general Help Desk/Desktop experience in an enterprise environment

* 2+ years experience with Windows desktop operating systems and Microsoft Office

* Ability to identify and resolve computer system malfunctions and operational problems

* Ability to perform complex tasks and to prioritize multiple projects

* Practical knowledge of PC Operating Systems, printing to local and network printers, Exchange email, PC/Printer Hardware, and remote access.

* Working knowledge of OS image creation and deployment concepts and best practices.

* Working knowledge of laptop/desktop hardware

* Experience with anti-virus and content filtering tools

* Experience/basic understanding of Active Directory, networks and network cabling

* Experience configuring mobile devices such as tablets and phones and WIFI connections

* Strong attention to detail, the ability to multi-task and work in fast paced environment

* Experience working with service desk or help desk ticketing system(s)

* Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions

* Aptitude to quickly learn and apply new systems, processes and applications with the ability to understand relationships and consequences

* Ability to read & interpret documents i.e., internal SOPs, operating/maintenance instructions, and procedure manuals

* Ability to evaluate new tools and technologies in terms of ease of use, security, and supportability

* Goal oriented, with excellent time management and organizational skills

* Excellent interpersonal skills, with ability to interact effectively and work efficiently with people at all levels in an organization

* Ability to keep sensitive information confidential

Level II - Fully meets the qualifications of Level I plus the following:

* 5+ years of general Desktop Technician /Help Desk experience in an enterprise environment

* 5+ years experience with Windows desktop operating systems

* 5+ years experience with Microsoft Office

* Ability to develop migration plans and upgrade strategies

* Ability to develop and manage to a project plan

Level III Fully meets the qualifications of Level II plus the following:

* BA/BS Degree is preferred

* 6 to 10 years experience in an environment servicing multiple desktops and users

* Proactive learning on hardware, operating system and desktop software advances that can be applied to our environment

Preferred candidate will have experience with active directory and inventory management. Clinical laboratory experience is a bonus.

All your information will be kept confidential according to EEO guidelines.Viracor Eurofins is committed to promoting an equal employment opportunity workplace environment and is an equal opportunity employer. It is the policy of the Company that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, citizenship, pregnancy, genetic information (GINA), disability, military and/or veteran status, and/or any other status protected by applicable Federal, state, or local law. The Company's policy is to recruit, hire, train, promote and administer all employment-related matters on the basis of an individual's qualifications, abilities and efforts without regard to protected status.Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.

Physical Requirements:

Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate a keyboard and other office equipment, use a telephone, access file cabinets and other items stored at various levels, including overhead

Ability to speak and hear well enough to communicate clearly and understandably with sufficient volume to ensure an accurate exchange of information in normal conversational distance, over the telephone, and in a group setting

Ability to continuously operate a personal computer for extended periods of time (4 or more hours)

Mental acuity sufficient to collect and interpret data, evaluate, reason, define problems, establish facts, draw valid conclusions, make valid judgments and decisions

The essential physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What we offer:

As a Eurofins employee, you will become part of a company that has received national recognition as a great place to work. We offer excellent full-time benefits including comprehensive medical coverage, life and disability insurance, 401(k) with company match, paid holidays and vacation, personal days, and dental and vision options.

To learn more about Viracor Eurofins, please visit the following websites and .
Associated topics: assist, client, front desk, help, information technology analyst, information technology support, patient, technician, technician iv, technology

* Estimated salary

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