Address
Form of workJob Description
Support Window#
• Hours: Monday - Friday 6 P.M. to 6 A.M., Saturday - Sunday 24x2.
Travel Requirements#
• Up to 3 months' travel to SLC, UT for transition Service Desk
• Return to Cary campus to provide support for Go Live Special Conditions#
• Since its Health care industry (Sterile Environments), agents should be Non-smoker or must follow below rules. o Refrain from any form of tobacco use one hour prior to arrive o Wear clean, tobacco-free clothing o Abstain from tobacco products during breaks, even if it is off the premises. Job Description details belo
PRF#: Job Description details below
Responsibilities and Duties
• Onboarding# Shadow Internal SLC Service Desk (L1, L2 and L3) personnel to gain a solid understanding of SLC site and business (medical devices and its impact on humanity) department, business standards and expectations.
• Perform all work in compliance with company policy and within the guidelines of BioFire Diagnostics' Quality System
• Maintains responsibilities and duties in line with Service Desk expectations as well as team culture
• Follow provided documentation and procedures to assist users by resolving Incidents and fulfilling Requests
• Create/Update support and reference documentation
• Resetting user passwords for in scope systems.
• General PC troubleshooting (hardware and applicable software)
• General troubleshooting of manufacturing standard and specialty printers
• Support users with log in issues for Office 365, Microsoft Teams and Yammer
• Triage of incoming tickets (incidents, requests, etc.) to various support groups within the organization.
• Managing User accounts and permission/access levels
• Data entry related to user account maintenance
• Thorough documentation of activities completed in ticketing system
• Follow security processes and procedures (email phishing response and investigation, AV detection response and investigation)
• ppropriate escalation of tickets (Sev1/Sev2) within the SLC scope
• Perform other duties assigned by Service Desk Leadership
• Provides after hours and on-call support as needed.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• dheres to Code of Conduct and Mission and Value statements.
Qualifications/Skills
• Self-starter
• bility to follow directions
• Competency in call center tracking tools
• Prior experience supporting customers in use of application software
• Must be able to interact with end users in a highly professional manner
• Skilled in white glove (high grade) customer service
• Experience with Windows operating systems
• Proficient in supporting Remote/Manufacturing users using remote tools
• Experience and understanding of Clienture and Active Directory (Add/Remove Security groups, Resetting passwords/Device pin codes)
• Excellent written and oral communication skills
• Proficient in Microsoft Office (Office 365) subscription and perpetual versions
• Experience creating and utilizing technical and customer facing documentation
• Familiarity with Security best practices (Workstation Anti-virus, Email)
• Knowledge/understanding of enterprise printing solutions/support
• Understanding of basic networking tools and concepts is required
• Proficient in Service Now tool for creating/modifying & updating incidents & Requests.
• MCP Certification would be preferred but not required
