Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. This client is a German multinational Pharmaceutical and biotechnology company and one of the largest pharmaceutical companies in the world, headquartered in Leverkusen, and areas of business include pharmaceuticals; consumer healthcare products, agricultural chemicals, seeds and biotechnology products.
Job Title: IT Support Specialist (Mid)
Location: Creve Coeur, MO 63167-1000
Duration: 12 Months
Job Type: Contract
Work Type: Hybrid
Job Description:
Position Overview:
- This role is responsible for advanced technical support to all Climate employees. The technician will assume role of assisting the technical aspects of the department's core group initiatives, including documentation training recommendations and process improvement for said group. The technician will work closely under the direction of the IT team lead and will assist the lead technician in ensuring the team provides smooth, efficient service that meets the expectations and needs of customers and clients. If you're adventurous and yet serious about what you do and want to join a team that's dedicated to having a major impact on the world, get in touch!
What You Will Do (Responsibilities):
- Administration and maintenance of workstations/servers and other hardware; including imaging and asset management.
- Lead the technical aspects of one of the departments core group initiatives.
- Provide support using remote diagnostics and access tools to internal and offsite employees
- Successful completion of TalkDesk Academy training to provide support to that internal system
- Act as the first line escalation for all support issues coming from tier 1 support for TalkDesk.
- Respond and manage tickets via the Service Desk ticketing system, Jira as well as client's ticketing system service now (SNOW), and provide resolution and completion of issues meeting our service level agreements
- Support aspects of our office IT infrastructure, including design, implementation, and end user interaction.
- Work with team lead on improving existing technology to increase efficiency or improve user experience, and liaison with other IT department members working to improve efficiency.
- Provide support for the user experience in MS Teams
- Provide efficient and accurate service while meeting strict deadlines.
- Support email, file/print, cloud services
- Handle setup and teardown of user accounts.
- Mobile Phone system support (iPhone, Android)
- Identify and document areas for process improvement.
- Conference room, audio/visual systems, and video conference support
- Manage and perform projects/tasks assigned by other IT teams within Climate that require user interaction.
- Work within a hybrid environment, both remote and in the office a minimum of 2 days a week.
- Perform other duties as assigned
Basic Qualifications:
- Minimum 5 years' experience in IT user support.
- Must be willing to work as a team
- Excellent Customer Service and a willingness to learn
- Experience supporting a mixed Windows/Mac environment
- Experience supporting and maintaining an office network
- Experience w/ JIRA Service Desk, Service Now (SNOW), or other incident management system.
- Experience with Office 365 apps (including Teams and SharePoint)
- Experience with Asset Management systems.
- Experience w/ OKTA administration or other SSO tool.
- Excellent communication ability
- Ability to create documentation, refine processes, and collaborate with other departments
- Ability to multitask standard responsibilities and special projects.
- Great teamwork, analytical, and problem solving
Preferred Qualifications:
- Experience with TalkDesk, or other enterprise call center systems.
- Experience supporting VPN, Active Directory, LDAP servers, Office 365 and more
- A 2-year associate degree or Technical Degree in Computer Science/Technology, or equivalent work experience.
- Administrative experience with Microsoft 365
- Experience with Polycom and Cisco conferencing systems
- Experience with Microsoft Identity Manager
- Experience using Microsoft Azure DevOps
- Experience with audio/visual, conference room display, MTR, Polycom or Cisco video conference systems
- Scripting abilityStrong organizational skills
TekWisen Group is an equal opportunity employer supporting workforce diversity.
Job Tags
Contract work, Work experience placement, Remote job, 2 days per week,