Job Title: Lead Desktop Support Analyst

When you’re part of the team at Thermo Fisher, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Job Summary:

Thermo Fisher is seeking a Desktop Support Analyst to provide remote and on-site support for workstations, laptops, printers, mobile, IoT and peripheral devices. This role fields customer questions and problems and uses technical knowledge to independently resolve the issue, or partner with the appropriate IT technical resource to identify the solution.

What will you do:

• Researches, resolves and responds to incidents and requests reported by customers regarding end-user devices, (e.g. workstations, printers, etc.) along with some ancillary support for application issues.
• Uses systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert.
• Triages complex issues that span across multiple technologies (Ex: Networking, Security).
• Addresses IT tickets at remote offices and buildings across multiple locations
• Uses a ticketing system to manage assigned cases. Logs all activities and case updates. Creates and maintains accurate asset records for all devices worked on.
• Configures desktops, laptops, Operating Systems, mobile devices, printers, and IoT devices, providing them with standard software, full network connectivity and user configurations and preferences.
• Ensures that all devices meet Thermo Fisher security standards regarding encryption, management, and protection prior to connecting them to the network.
• Ensures metrics and service level agreements are upheld. Provides timely response to customers, in accordance with service level agreements.
• Contributes to and helps maintain the Knowledge Base.
• Coordinates and executes large scale hardware refreshes and office relocation projects.
• Provides white-glove service to Senior/Executive Leadership as needed.
• Desktop/laptop deployment and imaging
• Other Projects as assigned

Education:

Associates degree in Computer Science or related field

Experience:

2-3 years of proven desktop support in an Enterprise environment

Knowledge, Skills and Abilities:

• Experience with an IT Service Management ticketing systems.
• Experience supporting end-user services technology, including Windows and Mac OS desktop support, iOS and Android mobile device support
• Ability to troubleshoot Apple and Windows computers, smartphones, tablets, printers, and IoT Devices.
• Experience with network connectivity troubleshooting
• Experience with Active Directory
• Experience with Enterprise label printers

Other Skills:

• Must be able to work with and effectively communicate (listen, speak, present and write) to all levels of management and build working relationships with others outside of the Team.
• Ability to multi-task and work with cross-functional teams in a fast-paced environment.
• Strong time management skills, prioritization abilities and “take ownership of issues and task”.
• Ability to work as a team member and contribute to the overall success of a team as well as work independently and handle multiple tasks.
• Must be self-confident, assertive and self-motivated.
• Problem solving skills - ability to perform root cause analysis and determine appropriate course of action

Working Conditions:

Works in an office environment, occasional travel may be required.

Relocation is not being offered for this position.