Technician, Help Desk

BioTissue Holdings Inc•Miami, FL

About The Position

The Help Desk Technician delivers first-line technical support and maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Service Desk. They will be responsible for administration and internal support of the company’s applications and endpoints to include PCs, printers, servers, IP phones, conference room devices and mobile devices. Tasks include Service Desk ticket management and routing, end user support, asset and license tracking, and performing regular device maintenance, upgrades and deploying configurations. This role is responsible for ensuring timely, professional technical assistance and support and accurate issue resolution related to computer systems, hardware, or software while adhering to GxP compliance, cybersecurity and service management standards. Responds to queries, runs diagnostic programs, isolates problem, determines root cause and implements solutions.

Requirements

Customer-centric support mindset
Technical troubleshooting & problem solving
Demonstrates high level of attention to detail & compliance awareness
Excellent oral and written communication & collaboration skills
Time Management & prioritization
Sense of pride and ownership in providing excellent professional customer service, both internal and external. Identifies customer needs and expectations and responds to them in a timely and effective manner. Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and inquires about customer satisfaction with products or services.
Handles multiple assignments and priorities yet still fulfills all commitments. Readily accepts new responsibilities and adapts well to changes in procedures. Appropriately prioritizes various work demands.
Ensures that work output is highly accurate.
High School Diploma, required.

Nice To Haves

Bachelor’s degree in information technology, business, communications or related field, preferred.

Responsibilities

Regularly monitor the IT Service Desk for incoming incident and service requests, routing them to the correct team and/or technician, managing priority levels and providing quick primary responses to the end users.
Provide Level 1/2 Service Desk timely technical support for hardware, software, mobile, and network-related issues through accurate issue resolution within predetermined and defined Service Level Agreements.
Manage individual technician Service Desk ticket queue and prioritize tickets based on business impact/urgency matrix and first in first out priority.
Document incidents, service request details, resolutions, repeatable processes, asset details, and edit internal knowledge articles accurately to reflect known solutions.
Troubleshoot and support Windows OS, Apple iOS, Android OS, MS 365, MS Teams, enterprise business applications, and escalate issues as needed within established parameters.
Leverage the endpoint management, support and security solution (ManageEngine Endpoint Central, Intune Remote Help, LogMeIn) to assist users and resolve endpoint issues remotely.
Maintain user accounts adhering to least privilege principle and role-based access permissions.
Manage end user product usage licensing through Active Directory, Entra ID (Azure AD), and the Microsoft 365 Admin Center and other software sites as needed.
Deploy and ensure successful execution and monitoring of Druva inSync endpoint backups.
Escalate complex issues at time of to the Senior Helpdesk Technician, L2 Systems Administrator Technician, IT Security Analyst, IT Security Team, IT Infrastructure and Operations Manager and/or Sr. Director IT Operations and Security as needed.
Deploy applications and configurations in Intune to deploy to managed devices through Microsoft Intune.
Responsible for device and account deployment for new hire onboarding experience to include asset tracking, appropriate role-based security groups’ Intune policy and resource access assignments.
Responsible for accurate asset management of all hardware, peripherals, software, and all software licenses.
Assist with training and onboarding new users as necessary in New Hire events or as 1:1 support for end users.
Create detailed and accurate documentation of approved repeatable operating procedures to enhance knowledge base.
Responsible for device and account deployment for new hire onboarding experience to include asset tracking, assigning appropriate role-based security groups, Intune user and device policies and resource access.
Responsible for accurate asset management of all hardware, peripherals, software, and all software licenses.
Assist with training and onboarding new users as necessary in New Hire events or as 1:1 support for end users.
Support end-user Local Area Networks (LAN), Wide Area Networks (WAN), VPN connectivity, printing, and peripheral devices.
Ensure each workstation has a docking station, monitor, keyboard, mouse, and any additional specialized equipment needed for company employees as per Management’s direction.
Install, test and configure new workstations, peripheral equipment and software.
Create step-by-step walk-through documents
Timely response to all email messages to further needs of the business.
Ask questions to determine nature of problem.
Is proficient at leading customer through problem-solving process.
Deploy, install, modify, and repair computer hardware and software as needed.
Run diagnostic programs to resolve problems.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage and service levels.
Other duties as assigned.