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Technical Support Generalist

Technical Support Generalist

Creative Testing SolutionsCharlotte, NC
30+ days ago
Job type
  • Full-time
Job description

Job Description Summary

Under direct supervision, this position is responsible for the implementation, operation, and support of the organization's enterprise-wide desktop and application services and local servers. Desktop level duties include management and coordination of moves, adds and changes (IMAC), break / fix issue resolution and problem response / management for the following technologies : desktops, thin-clients, laptops, tablets, printers, smartphones, and all newly introduced workstation dependent technologies. Engineering duties include use of remote-control utilities, software distribution, asset management, virus protection services, and maintenance of a standards-based desktop hardware architecture and application portfolio. May also address user tickets and assist users with installing applications. Focuses on the set-up, troubleshooting, and repair of specific hardware and software products and coordination with vendors to oversee installation of new hardware or software. May travel to multiple locations to perform upgrades and provide technical support.

Job Description

PRIMARY DUTIES AND RESPONSIBILITIES

  • Provide staff with desktop and application support services, troubleshooting, and education.
  • Contribute knowledge and expertise in project meetings with Operations, IT, and other groups related to infrastructure implementation of vendor hardware and software and oversee installations.
  • Ensure timely resolution of break / fixes for various hardware and software, using advanced troubleshooting skills in coordination with service providers. This includes all PCs, printers, network, and mobile device.
  • Serve as the local point-of-contact for IT related user onboarding, basic access, and computer systems and security orientation.
  • Provide desktop imaging services for computers and maintain on-site computer asset inventory.
  • Continuously monitor PC security compliance and patching to make sure systems remain up-to-date and investigate and remediate security and patching issues in a timely manner.
  • Submit and maintain documentation of infrastructure and changes, in line with quality and regulatory requirements.
  • Contribute to the maintenance of systems to comply with Good Manufacturing Practices, regulatory, industry, and CTS standards.
  • Continuously improve level of expertise in technical and professional skills required to perform assigned job duties.
  • Recognize that critical IT systems must operate 24x7x365 and understands the need for availability / work outside standard office hours.
  • Perform all assigned duties in compliance with internal SOPs and external regulations. Bring compliance issues to the attention of management.
  • Performs all other duties, at the discretion of management, as assigned.

REQUIRED QUALIFICATIONS

  • Education : Bachelor's in related area required.
  • Experience : 3 years of experience related experience required.
  • Current knowledge of federal, state, and local regulations as they relate to technical operations required.

    • PREFERRED QUALIFICATIONS

  • Two years clinical lab experience preferred.
  • Knowledge of document control and electronic document management systems within a medical and / or scientific industry preferred.
  • Knowledge of the learning management system (LMS) and task training system preferred.
  • Satisfaction of CLIA requirements for high complexity testing preferred.

    • SKILLS AND ABILITIES

  • Must possess the skills and abilities to successfully perform all assigned duties and responsibilities.
  • Must be able to maintain confidentiality.
  • Effective oral and written communication skills.
  • Able to organize, prioritize, and execute a variable workload and multiple priorities.
  • Must have analytical, statistical, personal organization, and problem-solving skills.
  • Ability to work independently and in a team environment.
  • Ability to work effectively with all levels of staff and management and provide consistently high levels of customer service.
  • Strong attention to detail.
  • Proficient computer skills.

    • PHYSICAL & TRAVEL REQUIREMENTS

  • Office and lab work environment
  • Travel :
  • 5+ hours per shift : Sitting, finger dexterity, reaching waist to shoulder.
  • Up to 3 hours per shift : Standing, Walking, bend, squat, kneel, handling, driving, reaching above shoulders, reaching waist to shoulder, reaching knee to waist, reaching floor to knee, grasping items, lift / carry / move items up to 40 pounds, push / pull items up to 10 pounds.

    • Creative Testing Solutions is an equal opportunity employer.

    EEO / Minorities / Females / Disabled / Veterans

    Please see the below information about applicant rights and our commitment to compliance :

    All candidates who receive a conditional written offer of employment will be required to undergo a pre-employment drug test in accordance with the Company's established guidelines.

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    Technical Support • Charlotte, NC