Helpdesk Support Technician 3

Hologic•Marlborough, MA

About The Position

So why join Hologic? 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.

Requirements

Windows 11 experience
Microsoft Office 365 experience
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
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
BA/BS MIS or CIS (or related technical discipline) desired
3-5 years’ experience in IS Help Desk support
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
Must be able to lift 50 lbs.

Responsibilities

IT 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 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