Desktop Engineer

Alcami Corporation•North Charleston, SC

9d•Onsite

About The Position

The Desktop Engineer will help ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Additionally, problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will involve manufacturing and scientific computer system installation, test execution, and support.

Requirements

Bachelor's Degree in Computer Science, prior technical training, or equivalent experience required.
2-3+ years’ experience in an information technology support role required with experience in supporting pharmaceutical or manufacturing areas.
Experience with desktop operating systems, including Windows 10 and Windows 11.
Application support experience with Microsoft suite and Adobe Acrobat.
Working technical knowledge of network protocols and systems including TCP/IP, DNS, DHCP, and Active Directory.
Knowledge of multiple diagnostic utilities, including Microsoft tools (e.g., PowerShell, CMD).
Good analytical and problem-solving skills with attention to detail and accuracy.
Familiar with Incident management systems like ServiceNow, JIRA, Remedy or similar.
Strong knowledge of computer hardware and mobile devices including smartphones.
Strong understanding of IT security principles and best practices.
Exceptional written and oral communication skills.
Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills.
Ability to learn new systems quickly and provide end user support.
Uses professional concepts and critical thinking to solve complex problems.
Independently determines methods and procedures, including assignments and the work of others.
Applies job skills and company policies and SOPs to complete a broad range of difficult tasks.

Nice To Haves

A+ Certifications preferred.
Experience using or supporting laboratory or manufacturing systems and processes preferred.

Responsibilities

Field incoming help requests via ticket system, walk-up, telephone, and e-mail in a courteous professional manner.
Documents all pertinent end-user identification information, including name, department, contact information and nature of problem or issue in our incident management system.
Builds rapport and elicits problem details from helpdesk customers.
Triages and escalates problems when required.
Provide exceptional customer service and follow up on incidents and issues.
Perform end user account management, permissions, and access as required.
Deploy PC Images and complete user setup as assigned or required.
Manage and maintain accurate and detailed records of hardware receipt and assignments.
Apply diagnostic utilities to aid in troubleshooting PCs, manufacturing, and laboratory systems.
Install software as requested by users in accordance with IT software standards
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
Record, track, and document the help desk request problem solving process.
Identify and learn appropriate software and hardware used and supported by the company.
Test fixes to ensure the problem has been adequately resolved.
Develop and publish training instructions, how to sheets, and frequently asked question lists for end users.
Conduct IT onboarding training for end users.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Ensure timely completion and compliance with cGMP and all other relevant company training requirements.
Other duties as assigned.