Service Desk Analyst II

$65,000 - $70,000/Yr

Ortho Clinical Diagnostics - Memphis, TN

Full-time - Entry Level

Memphis, TN

5,001-10,000 employees

Computer and Electronic Product Manufacturing

About the position

QuidelOrtho is seeking a Service Desk Analyst II to provide end-user support and customer service for its Memphis site and global employees. This role involves troubleshooting IT problems, providing technical assistance, and ensuring smooth operation of company-supported devices and applications. The analyst will work closely with other IT support teams and be responsible for maintaining a high level of customer service while addressing various IT-related inquiries and issues.

Responsibilities

• Provide secondary support to SD1 on calls and tickets requiring timely action.
• Support employees via IT ticketing system for requests, incidents, events, and alerts that require action from IT Operations.
• Responsible for supporting, maintaining, and implementing systems and processes that include Computers, Mobile Devices, Multi-Function Copiers, Telecommunication/Collaboration devices and Audio/Visual Technologies.
• Follow standard operating procedures and work instructions to adhere to IT Operations controls including imaging/reimaging computers, resolving computer and software application issues for new and existing employees.
• Help maintain equipment inventory, including processing and ordering new equipment and safe asset disposal, and maintain inventory records.
• Maintain physical presence at designated service locations.
• Monitor, update, and maintain tickets in a defined ticketing system.
• Respond to tickets, contact users, and plan workload.
• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
• Support access to corporate network/wireless and applications on the network and over VPN.
• Remain current with emerging industry trends, identify new functionality to meet business needs and foster knowledge sharing.
• Apply sound judgment, escalating issues, and decisions to management when necessary.
• Perform other duties as assigned by management.
• Provide VIP (Executives) white glove support.
• Create and update/maintain knowledgebase articles.
• Interact with QuidelOrtho Service Desk and other IT Operations L3 support teams, as necessary.
• May be assigned to work as part of an IT Operations project team to provide technical support and/or guidance.

Requirements

• Minimum of High School Diploma or GED equivalent.
• 2-3 years working in a Service Desk Engineer role; troubleshooting PC, printers, and mobile devices.
• Knowledge of ServiceNow Ticketing system.
• Experience with Intune / Azure / Active Directory.
• Experience with systems administration, including system maintenance, workstation support, internet connectivity, security services and active directory.
• Experience with support service ticketing systems & ITIL framework (Remedy, ServiceNow).
• Advanced knowledge of Windows Operating Systems to include: Windows XP/7/8/10.
• Advanced knowledge of installation, configuration and troubleshooting of PC hardware components.
• Advanced knowledge of computer imaging processes and concepts.
• Advanced knowledge of various Windows desktop/server applications such as Microsoft Office, Adobe, Sophos, Intune.
• Excellent customer service and interpersonal skills.
• Excellent organizational and follow-up skills with strong attention to detail.
• Strong analytical and problem-solving skills.

Nice-to-haves

• A+, Network +, CCNA, MCP, and/or MCSA, desired.
• ITIL Certification a plus.
• Microsoft OS Certification a plus.
• Strong familiarity with networking technologies, including TCP/IP, DHCP, WINS, DNS and SMTP.
• Strong familiarity with supporting and troubleshooting mobile devices, working knowledge of remote mobile management tools (Intune).

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) plan
• Employee assistance program
• Employee Stock Purchase Plan
• Paid time off (including sick time)
• Paid Holidays