Desktop Support Engineer

Role: Desktop Support Engineer

Location: Danvers, MA- Need LOCAL with 30 miles

Contract type: W2 only

Experience: 5 Years

Job Summary:

Per business leaders, it is required that we have "L2" equivalent techs providing support to advanced tech savvy end users in the medical robotics industry. A variety of L2 level responsibilities exist supporting the users and their MLL technologies across a wider breadth of PC footprint.

Required Skills:

Desktop Support (Remote)

Advanced knowledge and understanding of Windows, Mac, Linux, desktop. Able to troubleshoot break fix, common applications like Outlook

Advanced knowledge and understanding of Windows desktop operating systems

Pharma Experience in Manufacturing, Labs & Logistics, understanding of GXP and GMP and change management process

Nice-to-have Skills:

Windows Domain and Azure knowledge

College degree or equivalent experience

Microsoft Certified Systems Engineer (MCSE)

Responsibilities:

Provides complex technical support, planning, and coordination for End User touch points of the distributed computer environment, including desktop, software, and hardware installation, support and distribution, and remote access technologies.

Performs analysis, diagnosis, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies, and associated problems.

Performs analysis, diagnosis, installation, and resolution of remote access technologies and associated problems.

Performs analysis, diagnosis, coordination, and planning of horizontal network cable management processes including installation, moves, adds, changes, and repairs.

Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.

Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.

Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.

Responsible for partnering with the business units supported to understand the business impact of support issues.

Responsible for the analysis, design, and implementation of desktop technology life cycle management processes including technology procurement, refresh, and disposition.

Responsible for project analysis, design, coordination, and planning for all technical components of desktop related projects.

Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds, and changes within the desktop computing environment.

Demonstrates creativity and initiative in problem solving.

Technical documentation of hardware/software additions or changes.

Updates inventory additions and changes to the inventory database.

Updates and closes trouble tickets and service requests.

Qualifications:

5+ years of progressive experience in the desktop environment, at least 1 year with desktop Linux environment, knowledge of validated systems (GxP)

Advanced knowledge and understanding of Windows desktop operating systems

Advanced knowledge and understanding of Linux on the desktop, requires previous Ubuntu experience - KEY requirement - knowledge of how scripts work - shell scripts, pearl

Advanced ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems, and office automation software, with expert level knowledge in at least one area of specialization

Intermediate knowledge of the Windows Server Operating System and the ability to perform domain related administrative tasks

Ability to perform troubleshooting and analysis of PC hardware, PC operating systems (Windows 7, Windows 10, Linux) and office automation software, with expert level knowledge in at least one area of specialization.

Ability to perform troubleshooting and analysis of Microsoft Office 365

Intermediate knowledge and understanding of LAN environments

Intermediate knowledge of communication protocols

Intermediate knowledge of LAN based e-mail systems (e.g., Outlook, MS Exchange)

Creativity and advanced problem-solving skills that lead to effective solutions to complex and varied problems.

A demonstrated ability to encourage and model positive cross-team partnerships.

Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.

Audio Video setup and troubleshooting skills.

Knowledge of printer Maintenance.