Support Technician II
Ferndale Pharm Group Inc Ferndale Pharm Group Inc Ferndale, MI Ferndale, MI Full-time Full-time $26 - $28 an hour $26 - $28 an hour 6 days ago 6 days ago 6 days ago Description:
The Support Technician II acts as the primary interface with customers consulting with users to determine hardware, software or system requests that are submitted to the helpdesk.
Responds to requests that are assigned by Network Systems Administrator or IT Director pertaining to PC hardware, authorized PC software, cell phone, printer and copiers.
Independently troubleshoots and solves problems, consulting with management as required.
Communicates status of work to customer and manager.
Configures and deploys new equipment and software.
Provides backup operations support for Computer Room operations.
Assists in keeping department and company administrative records up to date.
Researches and purchases new software and hardware as assigned.
Provide User Support Responds to local and remote customer requests for assistance pertaining to hardware and software problems.
Researches and resolves technical problems.
Keeps customers informed as to the status of their open helpdesk tickets; communicates progress on user requests to management.
Maximizes use of hardware and software by updating and creating user training materials, training users and answering questions.
Uses discretion to timely solve problems in order to ensure customer satisfaction and eliminate downtime.
Escalates unsolvable problems to management as required.
Appropriately updates and documents all activity related to customer support in IT Request tickets.
New Equipment and Software Installs Researches and purchases new equipment as needed.
Organizes and controls arrival of new equipment, matching against outstanding P.
O.
s.
Maintains and updates employee equipment checklists and inventory when assigning or receiving equipment to and from customers.
Installs, configures, maintains and troubleshoots new hardware and software components as authorized by management.
Coordinates with customer the timetable of the installation or support.
Transfers any customer data and software from old equipment onto new equipment.
Physically installs and tests new equipment; confirms program objectives and specifications by testing new programs with established standards.
Software and Hardware Asset Control Uses prescribed procedures for ensuring software licensing compliance.
Keeps Hardware Inventory records up-to-date and provides manager with weekly inventory summary.
Responsible for keep necessary items in stock like printer toner cartridges, copier toner, copier staples, keyboards, mice, etc.
Computer Room Operations Backs up Network Engineer or performs daily, weekly, and monthly backup operations.
Ancillary Tasks Assists with any additional office or technical tasks necessary, and as assigned by management, for the effective running of the IT Department, or in support of any Ferndale Pharma Group procedures.
Requirements:
Type of work requires the utmost confidentiality, the ability to multi-task as well as interpersonal skills to communicate with customers and solve technical-related problems quickly and efficiently.
Must have:
Experience with the following operating systems Windows 10, Windows 11 and Mac OS X.
Experience doing hardware and software problem troubleshooting; Ability to be a quick and thorough learner; Manual dexterity; Flexibility to respond and learn to prioritize multiple requests for assistance and multiple assignments; Ability to follow detailed instructions and concentrate mentally and visually on work requiring precise hand and eye coordination; Ability to respond to requests outside of normal work hours.
Experience in supporting any or all the following software packages a plus:
Microsoft Office (Word, Excel, PowerPoint, Outlook), Microsoft Server Platforms, NetBackup Datacenter, MimeCast, Dell Kase, Trend Antivirus Suite, Streamline, VPN.
Minimum 5 years' experience in an office environment with local area network is required.
Associate degree and/or technical certification preferred.
EO Employer M/F/Vets/Disabled E-verify Participant.
Job Type:
Full-time Pay:
$26.
00 - $28.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Referral program Retirement plan Vision insurance Schedule:
Day shift Monday to Friday New Equipment and Software Installs.
Estimated Salary: $20 to $28 per hour based on qualifications.
The Support Technician II acts as the primary interface with customers consulting with users to determine hardware, software or system requests that are submitted to the helpdesk.
Responds to requests that are assigned by Network Systems Administrator or IT Director pertaining to PC hardware, authorized PC software, cell phone, printer and copiers.
Independently troubleshoots and solves problems, consulting with management as required.
Communicates status of work to customer and manager.
Configures and deploys new equipment and software.
Provides backup operations support for Computer Room operations.
Assists in keeping department and company administrative records up to date.
Researches and purchases new software and hardware as assigned.
Provide User Support Responds to local and remote customer requests for assistance pertaining to hardware and software problems.
Researches and resolves technical problems.
Keeps customers informed as to the status of their open helpdesk tickets; communicates progress on user requests to management.
Maximizes use of hardware and software by updating and creating user training materials, training users and answering questions.
Uses discretion to timely solve problems in order to ensure customer satisfaction and eliminate downtime.
Escalates unsolvable problems to management as required.
Appropriately updates and documents all activity related to customer support in IT Request tickets.
New Equipment and Software Installs Researches and purchases new equipment as needed.
Organizes and controls arrival of new equipment, matching against outstanding P.
O.
s.
Maintains and updates employee equipment checklists and inventory when assigning or receiving equipment to and from customers.
Installs, configures, maintains and troubleshoots new hardware and software components as authorized by management.
Coordinates with customer the timetable of the installation or support.
Transfers any customer data and software from old equipment onto new equipment.
Physically installs and tests new equipment; confirms program objectives and specifications by testing new programs with established standards.
Software and Hardware Asset Control Uses prescribed procedures for ensuring software licensing compliance.
Keeps Hardware Inventory records up-to-date and provides manager with weekly inventory summary.
Responsible for keep necessary items in stock like printer toner cartridges, copier toner, copier staples, keyboards, mice, etc.
Computer Room Operations Backs up Network Engineer or performs daily, weekly, and monthly backup operations.
Ancillary Tasks Assists with any additional office or technical tasks necessary, and as assigned by management, for the effective running of the IT Department, or in support of any Ferndale Pharma Group procedures.
Requirements:
Type of work requires the utmost confidentiality, the ability to multi-task as well as interpersonal skills to communicate with customers and solve technical-related problems quickly and efficiently.
Must have:
Experience with the following operating systems Windows 10, Windows 11 and Mac OS X.
Experience doing hardware and software problem troubleshooting; Ability to be a quick and thorough learner; Manual dexterity; Flexibility to respond and learn to prioritize multiple requests for assistance and multiple assignments; Ability to follow detailed instructions and concentrate mentally and visually on work requiring precise hand and eye coordination; Ability to respond to requests outside of normal work hours.
Experience in supporting any or all the following software packages a plus:
Microsoft Office (Word, Excel, PowerPoint, Outlook), Microsoft Server Platforms, NetBackup Datacenter, MimeCast, Dell Kase, Trend Antivirus Suite, Streamline, VPN.
Minimum 5 years' experience in an office environment with local area network is required.
Associate degree and/or technical certification preferred.
EO Employer M/F/Vets/Disabled E-verify Participant.
Job Type:
Full-time Pay:
$26.
00 - $28.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Referral program Retirement plan Vision insurance Schedule:
Day shift Monday to Friday New Equipment and Software Installs.
Estimated Salary: $20 to $28 per hour based on qualifications.
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