Level-2 - Help Desk Technician
Responsibilities
Desktop Support for End Users:
Provide Level 1 and Level 2 support to site users for all desktop tools (Windows, MS Office 365, email, printers, peripherals);
Diagnose, analyze, and resolve IT incidents reported through group's ITSM tool (e.g., ServiceNow, Jira Service Management, or equivalent) within the timeframes defined by the SLAs;
Handle user requests regarding account creation, access rights management, software deployment, and workstation configuration;
Guide and train users on the IT tools made available to them;
Escalate complex incidents to Level 3 teams or vendors in accordance with established procedures;
Draft and update user guides and procedural notes.
Ticket Management/Incidents & Requests:
Log, qualify, and process incident and request tickets in the group's ITSM tool (e.g., ServiceNow, Jira Service Management, or equivalent);
Handle tickets in accordance with defined priorities and service levels (SLA P1 to P4);
Keep users informed of the progress of their requests throughout the ticket lifecycle;
Close tickets with thorough, high-quality documentation (resolution description, corrective actions, knowledge capture);
Contribute to the Knowledgebase by adding and updating solutions to recurring incidents;
Participate in trend analysis and identify recurring issues for definitive resolution (Problem Management).
Asset Management & Inventory Control:
Maintain a comprehensive and up-to-date inventory of all IT assets on site (workstations, local servers, peripherals, OT equipment) in the asset management tool (CMDB);
Manage the full hardware lifecycle including receiving, labeling, deployment, monitoring, maintenance, and decommissioning;
Conduct regular physical audits of IT equipment to ensure consistency between the inventory and the actual installed base;
Manage spare parts stock and anticipate hardware renewal needs;
Apply ITIL configuration management processes (CMDB) and contribute to the continuous improvement of the asset database quality;
Ensure accurate traceability of hardware movements (transfers, loans, decommissioning) in compliance with the site's regulatory requirements.
OT Environment Support in Pharmaceutical Production:
Provide technical support for OT systems used on production lines including SCADA systems, the Manufacturing Execution System (MES), PLCs, connected equipment, and dedicated workstations for production equipment;
Respond to incidents affecting OT systems while adhering to production constraints and GxP requirements (traceability, data integrity, qualification);
Collaborate with production, maintenance, and quality teams to guarantee system availability during critical periods (campaigns, audits, inspections);
Document procedures and interventions;
Participate in the integration of new tools or systems;
Apply IT security policies (vulnerability management, patches, audits).
Requirements
Technical Skills:
Proficiency in Windows operating systems (10/11, Server) and Microsoft 365 tools;
Knowledge of core network protocols (TCP/IP, VLAN, DNS, DHCP) and IT/OT architectures;
Experience in supporting and maintaining OT environments: SCADA, MES;
Knowledge of ITSM tools (Ivanti) and ITIL processes;
Solid understanding of industrial cybersecurity principles (OT best practices);
Basic knowledge of IT project management and infrastructure deployment in industrial environments.
Behavioral Competencies:
Rigor, methodical approach, and strong organizational skills in managing priorities and urgent situations;
Strong interpersonal skills and ability to communicate with a diverse range of stakeholders (production, quality, management, vendors);
Analytical mindset and problem-solving capability (Root Cause Analysis approach);
Autonomy, responsiveness, and a strong service-oriented attitude towards users;
Ability to work effectively within multidisciplinary and multicultural team environments;
Adaptability and ability to manage emergency situations in a production context.
This is a 5-month hybrid Contract opportunity with our Lenexa, KS client. Employee benefits include Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately vested company match) available with TriCom during the contract period. H1-B Visa sponsorship is not available for this position.
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