Service Desk Engineer - Level 2
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POST DATE 9/2/2016
END DATE 10/25/2016
JOB DESCRIPTIONQuidel Corporation is a leading manufacturer of diagnostic healthcare solutions serving to enhance the health and well being of people around the globe with well known and respected products that provide healthcare professionals with accurate and cost-effective diagnostic information at the point of care (POC). Our core competencies and capabilities focus on immunoassay and molecular testing in the areas of: infectious disease, women’s health, and virology.
Quidel is searching for a Service Desk Engineer II to join our Athens, OH team. The Service Desk Engineer II is responsible for ensuring the day to day operations for end user applications and equipment. This position is a point of contact for the IS Service Desk, providing desk-side and remote assistance in resolving Tier I and Tier II technology support issues when possible and escalating to the appropriate personnel when necessary.
Additional responsibilities include -
Receives calls for assistance from Quidel staff by phone, email or in person and logs, resolves or distributes those calls to the appropriate IS staff.
Performs hands on updates, repairs, configuration and end user training of corporate IS equipment, to include computers, mobile devices, multi-function copiers, telecommunication/collaboration devices and audio/visual technologies.
Creates and updates procedures for both IS and our internal customers including technical and business processes.
Handles concurrent requests from multiple customers.
Identifies issues necessary for escalation to internal resources.
Works under general supervision with latitude for independent judgment.
Performs corporate application account administration in compliance with established policies and procedures.
Carries out duties in compliance with established business policies.
Education and Experience
Associate’s degree in Information Systems field, computer training center or equivalent experience required.
Three to five years of experience working in a technical support/service desk environment required.
A+, Network +, MCP, and/or MCSA experience preferred.
ITIL certification preferred.
In depth knowledge of Windows Operating Systems to include: Windows XP/7/8/10 required.
In depth knowledge of installation, configuration and troubleshooting of PC hardware components required.
In depth knowledge of various Windows desktop and server applications such as Microsoft Office, Adobe, McAfee, MobileIron, etc. required.
Strong familiarity with networking technologies, including TCP/IP, DHCP, WINS, DNS and SMTP required.
Familiarity with supporting and troubleshooting mobile devices required.
Experience with systems administration, including system maintenance, workstation support, internet connectivity, security services and active directory required.
Ability to conform to standard entry ticket entry processes regarding the ticket management system required.
Ability to effectively communicate, both orally and written required.
Excellent customer service and interpersonal skills required.
Excellent organizational and follow-up skills with strong attention to detail required.
Strong analytical and problem solving skills required.
Ability to multi-task by handling concurrent requests and work well under pressure required.
A high degree of attention to detail and technical ability is required to resolve issues with IS equipment and software while maintaining a high level of customer service required.
Before you apply, please make sure you share Quidel’s values. We pride ourselves on keeping these values in mind every day as we execute on goals and plan for the future. We are seeking employees who share the same mindset and commitment to be customer driven, focused on execution, and new product oriented. We succeed by being determined, optimistic team players.
Quidel is proud to be an Affirmative Action/Equal O