Level-2 Onsite Help Desk Technician
TriCom Technical Services
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Job Details
Skills
- Help Desk
- Cyber Security
- Data Integrity
- Dragon NaturallySpeaking
- GxP
- IT Service Management
- Configuration Management Database
- Customer Service
- DNS
- ITIL
- Communication
- Computer Hardware
- Computer Networking
- Conflict Resolution
- Problem Solving
- Quality Management
- ROOT
- Regulatory Compliance
- Microsoft Windows
- Microsoft Windows Server
- Pharmaceutics
- Microsoft Operating Systems
- Microsoft Outlook
- Microsoft SharePoint
- SCADA
- Manufacturing
- Microsoft Exchange
- Microsoft Office
- Organized
- Printers
- Inventory
- Knowledge Base
- Licensing
- Software Deployment
- User Guides
- MES
- Management
- Microsoft
- SLA
- Service Management
- DHCP
- TCP/IP
- VLAN
Summary
Level 2 Onsite Help Desk Technician
Onsite 5 days/week
long-term contract
Overview
Onsite Level 2 technician supporting end users and production systems. This role owns Microsoft 365 and Intune support, works tickets through to resolution, and is the go-to person for users who need a fast, clear, and courteous fix.
Key Responsibilities
- Provide Level 1 and Level 2 support for Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), printers, and peripherals.
- Manage devices in Microsoft Intune: enrollment, compliance and configuration policies, app deployment, and troubleshooting.
- Handle user requests including account creation, access rights, software deployment, and workstation builds.
- Work tickets in the ITSM tool (Ivanti) within SLA (P1–P4), keep users updated, and close with thorough resolution notes.
- Escalate complex issues to Level 3 or vendors; add solutions to the knowledge base and flag recurring issues for root-cause fixes.
- Maintain the site IT asset inventory (CMDB) and manage hardware from receiving and deployment through decommissioning.
- Support OT systems on production lines (SCADA, MES, equipment workstations) in line with GxP and data integrity requirements.
- Train users on IT tools and maintain user guides and procedures.
Required Skills
- Microsoft 365: Strong hands-on support and administration of Exchange Online, Teams, OneDrive/SharePoint, and licensing.
- Microsoft Intune: Hands-on device management, policy configuration, and app deployment.
- Windows: Windows 10/11 and Windows Server support.
- Networking: TCP/IP, DNS, DHCP, and VLAN troubleshooting.
- Service Management: ITSM ticketing (Ivanti preferred) and ITIL processes.
- Customer Service: Excellent communication with users at every level, including production, quality, management, and vendors.
Nice to Have Skills
- Experience supporting OT environments (SCADA, MES, PLCs) in pharmaceutical or regulated manufacturing.
- Familiarity with GxP requirements and OT/industrial cybersecurity best practices.
- Experience with Windows Autopilot and Entra ID.
Key Attributes
- Methodical and organized; stays calm and prioritizes well in urgent production situations.
- Service-minded, self-directed, and responsive with a root-cause approach to problem solving.
- Dice Id: tricom
- Position Id: 11687 - RH
- Posted 1 hour ago
Company Info
TriCom Technical Services is a professional Information Technology Staffing and Recruiting firm providing staff augmentation, direct placement and outsourcing services to improve the organizational performance of our clients.
Since our founding in 1994, we have helped our clients improve the speed, efficiency and quality of their core business processes by delivering key contributors to their teams. TriCom is headquartered in suburban Kansas City (Leawood, KS) and has serviced over 250 Corporate Clients in 25 different states, providing more than 2,000 information technology professionals in contract, contract-to-hire, and direct placement opportunities.
TriCom provides 100% paid high quality medical and dental insurance at no-cost to our employees. We offer a safe-harbor 401K plan, which is 100% vested from day one. TriCom matches 100% of the first 3% you contribute and 50% of the next 2%. We also offer paid holidays and paid time off.
