Job Details
Our client, a managed service provider is seeking a Remote Help Desk Technician to join their team. As a Remote Help Desk Technician you will be part of the Help desk team supporting a life sciences client. The ideal candidate will have sense of urgency, organization and proactive which will align successfully in the organization.
Job Title:
The Help Desk supports a diverse range of Life science/Medical/Pharma clients using a variety of technical tools and skill sets over an extended work from home, Monday through Friday schedule.
This fully remote position reports to the Help Desk manager but will engage with Team Leads and other support staff in a collaborative, highly active environment.
Primary responsibilities
Serving as the first point of contact for our geographically diverse clients seeking technical assistance over the phone, email or chat with a primary goal of First Contact Resolution.
Provide technical assistance for issues related to software, and hardware, including but not limited to; ipads, laptops and printers, wireless, connectivity.
Supporting applications such as Microsoft Office, Teams/Zoom, Veeva CRM, Salesforce.
Resolve a range of authentication issues; MFA, SSO, VPN.
Robust and diligent creation of and follow-up on end user tickets using ServiceNow ( SNOW).
Direct unresolved issues to the next level of support personnel
Ability to consider and adjust to various Service Level Agreements
Ability to deal with difficult callers.
A bias towards action with an acute sense of urgency.
Requirements:
Min 1 year experience working in ticketing environment is mandatory. Service Now, Veeva / Salesforce CRM or other in a technical support role.
Min 1 year experience with MS Office (O365) core knowledge (Outlook, Word, Teams, OneDrive, etc)
Some combined industry experience with Windows 10 and 11.
Some MDM (Mobile Device Management) experience strongly preferred. MS InTune desirable but others considered.
Experience with MFA/SSO authentication technologies. (OKTA, Google, Authy, Duo, etc)
Experience working for an MSP (Managed Service Provider) a strong plus.
Some Apple (ipad) experience necessary. Core functionality of hardware and software.
Experience supporting Lifesciences/Medical/Pharma a plus
Strong time management skills
Technical Certification CompTIA A+, or similar is strongly preferred. Technical College courses/degree considered in lieu of
Willingness to participate in an on-call program.
Meticulous detail orientation
Problem solving skills
Effective communication, customer service, and interpersonal skills
Adhere to ISMS policies
Remote Requirements
Workspace must be private, quiet, secure, suitable for two large monitors and an open laptop.
Must have a stable, reliable internet connection.
Expected to have alternative workspace in situations of power loss.
Nice to Have
Veeva / Salesforce CRM
About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells
ManpowerGroup (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands Manpower, Experis, Talent Solutions, and Jefferson Wells creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.
ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.