Desktop Support Lead

The Career Potential

Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. There is no limit to the experiences, opportunities and new directions you will have access to here at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That's something we can all take pride in as we take this journey together.

Ortho is known in the industry as a leader in customer service and support. Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do. It's who we are. If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.

The Opportunity

As the company continues to grow, we are seeking a Desktop Support Lead. Under general supervision, provides technical support and advice in the department that managers and monitors systems and infrastructure operations and analyzes problems or malfunctions to ensure timely resolution. Assists in the coordination of corrective actions with Systems Engineering as appropriate. Documents problems and their resolution. Ensures the operational integrity of all changes to the operational environment. This position is located in Memphis, TN.

The Responsibilities

• Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
• Help maintain equipment inventory, including processing RMAs and ordering new equipment.
• Monitor, update and maintain tickets in defined ticketing system. Respond to tickets, contact users, and plan workload. Update, track and escalate the ticket to appropriate levels/group for resolution as required. Sign-off closed tickets with the user to include follow up specifically to the end user.
• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
• Support access to corporate network/wireless and applications both on the network as well as over VPN.
• Performs other work-related duties as assigned.

The Individual

• 2-3 years hands on experience troubleshooting PC, printers, and mobile devices.
• MS OS Certification a plus.
• Active Directory knowledge.
• Basic Networking Skills.
• Aware of Pharma or Med Device compliance.
• Knowledge of ServiceNow ticketing system.
• Ability to think and work independently, coordinate with team members, and escalate as required to perform all tasks.
• Excellent written and oral communication skills in local language and English.
• Strong interpersonal and customer service skills.
• Software application use and installation experience.
• Must have the ability to resolve technical issues under pressure.
• Experience building, maintaining and fixing Windows 10 systems and PC hardware.
• Experience managing inventory.
• Ability to pull data from multiple IT solutions for the purpose of reporting or to highlight issues.

Key Working Relationships:

Internal: All local GIS resourses in country and is encouraged to build relationships with other global Deskside support technitians.

External: All subcontracted facilitiy suport teams in the region.

EOE/AA Disability/Veteran

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