Help Desk Technician

Headquartered in Nashville, TN - one of the fastest-growing and most exciting cities in the United States - August Bioservices is a privately-owned, high-growth, and high-impact Contract Development Manufacturing Organization (CDMO).  As a US-based outsourcing partner that provides a wide array of expert drug discovery, drug formulation, and drug manufacturing services to pharma and biotech companies of all sizes, we play a vital role in the global pharmaceutical industry. Our work is instrumental in helping to develop molecules today that can become the life-changing therapies of tomorrow. To support our growth plans, August is investing significant capital in a two-phase expansion project - including building a new state-of-the-art facility adjacent to our current facility. For those seeking dynamic opportunities, rewarding career paths and a chance to make a difference in global health, come grow with August!

August Bioservices is hiring a Help Desk Support Specialist for our pharmaceutical manufacturing facility located in Nashville, TN. As a Help Desk specialist, you will be required to respond to queries in person, via remote desktop and over the phone, assess and diagnose computer hardware and software problems. Additionally, playing a vital role in implementing effective new solutions and IT optimization throughout the company. You may also be required to provide basic computer training, modify hardware systems, install computer peripherals, and perform basic computer maintenance. You should have strong knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills. Ultimately, a skilled Help Desk specialist provides fast and effective support for the workforce at August Bioservices.

Responsibilities

• Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and network connectivity.
• Provides answers to users by identifying problems, researching answers, and guiding users through corrective steps.
• Participates in development of user training programs by identifying learning issues and recommending instructional language.
• Manage Help Desk tickets in a timely manner
• Respond to user issues via in person session, phone, email and computer chat
• Remote Help Desk Sessions
• Preparation of on-boarding and off-boarding for all users.
• Document user/customer interactions
• Run diagnostics to resolve users reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Other duties as required

Requirements

• High School Diploma Required. Associates or Bachelors in Computer Science or related discipline strongly preferred
• 2+ years of experience working in a Help Desk environment strongly preferred
• CompTIA  A+, CompTIA Network+, CompTIA Security+ Certification preferred
• Experience with Microsoft Certified Systems Engineer designation
• Flexibility to work a variety of shifts with minimal notice (On-Call availability)
• Available to work within mission critical projects
• Proficiency with a Mobile Devices (such as Android, iPhone and IOS)
• Excellent verbal non-technical and technical communication skills
• Detail oriented in order to keep detailed notes on tickets
• Highly organized to keep Help desk tickets order
• Ability to diagnose and resolve basic computer technical issues

This is a fully onsite position located at our headquarters in Nashville, TN

At August Bioservices, Our Credo is our culture. Everything we do, we do with great care. We believe in the promise of discovery and the power of science to transform lives. We assert that excellence is not a static destination, but a standard, and an every-day measuring stick of our advancement. We aspire to unlock the potential in every person, every process and every molecule - from start to finish. We are committed to doing the right thing the first time and every time, meeting or exceeding all regulatory requirements. We strive to be exceptional, preferred and indispensable partners for our customers; responsible and engaged citizens within our communities; and active, mindful stewards of our environment.

 

We are August Bioservices. We are pointing the way forward. If this sounds like your kind of working environment, we want you on our team!