Office/Administration - IT Field Service Technician

 POSITION.
Position Summary
The Field Services Contractor will be responsible for ensuring that client related technical issues are resolved in a quick and proper manner. This position will require significant interaction with internal clients, IT associates, and third-party service providers. Position requires a strong bias towards service, quality, and customer satisfaction.
Key Competencies
• Must have excellent understanding of personal computers, peripherals & associated accessories. Solid understanding of personal computing applications (MS-Office 365, Teams, Visio, Outlook, etc.).
• Excellent working knowledge of networks and server infrastructure.
• Good working knowledge of business applications.
• Responds directly to clients regarding routine requests in a timely manner.
• Assists colleagues in providing counsel to others on complex issues; aids in the development of strategies for achieving client goals.
• Good analytical and problem-solving skills, with strong attention to detail.
• Strong interpersonal skills with excellent written and verbal communication abilities.
• Self-motivated with the ability to function independently in a deadline driven work environment.
• Good understanding of computer systems validation is desired.
Key Responsibilities
• Understands basic user technology issues and provides solutions based upon basic proven methods.
• Researches, evaluates, and provides technical solutions to address defined business requirements. Identifies alternatives and present recommendations that meet user needs and comply with established standards.
• Interacts with clients to process basic service requests or resolve basic technical problems.
• Replaces and rebuilds hardware components as needed.
• Installs/removes/configures basic software applications.
• User account administration
• Procurement in accordance with corporate guidelines
• Compliance with purchasing licensing guidelines
• Coordinate local support vendor relationships
• Ensures compliance with system patching & AV requirements
• General site application support & troubleshooting
• General network, telecom & server support
• Ensures call tickets are updated and closed in a timely manner. Escalates calls to Manager, Field Service and/or other teams as required.
Requirements
• Associates degree in Computer Science or related discipline. Equivalent work experience will be considered.
• Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) certification is desired.
• Minimum of 4 years relevant direct technical support experience.
• Work experience within a pharmaceutical manufacturing and/or laboratory environment is preferred but not required.

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”