NHS Human Services, Inc.

Job Description

Roles & Responsibilities

• Provide resolutions for users for Corporate applications and hardware

• Support resolutions for business group applications

• Incident and Request Queue management - Ticket creation/Categorization/Prioritization

• Ticket assignment to respective Support Groups

• Handle follow-up actions for customers without prompting

• Review metrics and take action to improvewhere vital

Minimum Requirements

• 4 - 6 years experience in Desktop support.

• Understanding of client/server networks, protocols, common Internet services, Active Directory, and how they work together to provide services

• Problem-solving with an understanding of how the OSI layers interact to provide root cause

Desired Skills

• Superb communication skills, written and verbal communication, and customer management experience to handle global customers

• Work experience with interacting with clients/teams across the World and providing solutions to colleagues and peers

• Knowledge of operations/service delivery and ability to handle critical situations with minimum supervision

• Ability to identify new/additional tasks that improve the employee experience

• Great understanding of Computers and Troubleshooting skills required.

• Ability to work in a team and be a go-to person who provides guidance on solutions

• Communicate effectively and work with vendors and escort them around a facility and guide the vendor as to the actions to be taken regarding the purpose of their visit

• Communicate effectively with vendors for SOW and quote preparations by providing requirements and defining the needs of services

• Ability to engage and partner with and drive functional teams to support customers and drive speedy resolutions.

• Certification with a major IT vendor on a desktop related platform or technology.

Required Skills & Technical Skill

• Ability to diagnose, and solve issues on PC’s and 3rd party applications supported by Corporate Infrastructure and Security and engage functional teams as needed

• Ability to follow, update, edit, author, and review KB articles to diagnose, resolve or hand off to higher-tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications.

• Ability to provide hands-on support and remotely direct someone that provides hands-on support for computer rooms, IDF’s, MDFs, and physical equipment such as servers, switches, routers, printers.

• PC / Laptop installation, configuration(imaging) and Break-fix 

• Making recommendations to Client Engineering and Device Management teams for enhanced configurations of PC’s / Laptops

• MacOS and Windows OS request fulfillment 

• Printer/Scanners installation configuration and Break-fix. Coordinate with a vendor for printer replacements and support contract modifications

• Phone & Mobile devices installation configuration and break fix.

• Level 2/3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk)

• Snow queue management and ownership (review queue, self-assignment of tickets, ticket closures, track metrics and KPI’s, and manage membership)

• Mounting & Un-mounting Hardware’s in the data center (Switch, Routers, Servers, etc..) 

• IDF/MDF daily routine check and maintaining data center health checklist register. Ability to initiate resolution for issues found during the check 

• Ability to lead medium-sized initiatives or workstreams impacting between 50 and 100 customers with limited mentorship from the manager

• Ability to identify new tasks that need to be performed for support or operations and suggested methods of implementation and assist in the execution

• Software installation at PC and Server level

• Ability to identify process improvement with technology and workflows and present solutions to functional teams and management

• Ability to develop a positive relationship with functional teams and assist with project planning, execution, and solution development.

• Read, Write and Speak the local language

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.