Desktop Support Lead (Schedule: M-F 3pm-12am)

The Opportunity

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

The Role

As we continue to grow as QuidelOrtho, we are seeking a Desktop Support Lead. Under general supervision, provides technical support and advice in the department that manages 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 on-site in Memphis, TN with a schedule of Monday-Friday 3pm-12am. (The first month of training will be from M-F 8am-5pm)

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.
• Overtime as needed.
• Performs other work-related duties as assigned.

The Individual

Required:

• Minimum of high school diploma or GED equivalent is required.
• 2-3 years of 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.

The Key Working Relationships

Internal Partners:

All local GIS resources in country and is encouraged to build relationships with other global Deskside support technicians.

External Partners:

All subcontracted facility support teams in the region.

The Work Environment

Warehouse environment with office space. Also, coverage in refrigerated warehouse areas.

Equal Opportunity

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at [email protected]

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