Oxford Immunotec, Inc.

IT End User Support Technician

Job Location US-MA-Marlborough
Posted Date 2 months ago(4/2/2020 8:25 AM)
ID
2020-2092
# of Openings
1
Department
Information Technology

Overview

This position is responsible for day to day support of end users, PC and network security and will be expected to assist with the running and implementation of a number of technical projects

Responsibilities

Specific deliverables for the role include, but are not limited to:

  • Provide single point of contact for desktop and notebook users and front-line support to pre-defined performance levels
  • Manage the Helpdesk, tracing status of service calls, handling incoming calls, emails and mail, maintain documentation in an accurate manner, reporting of Helpdesk stats
  • Maintain, monitor and log backup operations
  • Setting up new and replacement computers for staff
  • Investigate and resolve hardware issues and deal with Manufacturer support
  • Perform hardware upgrades on laptops and desktops
  • Ensure that PC or network security issues are reported and resolved
  • Security checking guest computers, USB devices etc. before these are connected to the Infrastructure
  • Managing WiFi access for Visitors and mobile devices
  • Updating information in the network documentation
  • Contribute to departmental IT projects
  • To undertake any other such duties as may reasonably be required in this position
  • Full compliance with all documentation of IT procedures and processes

Qualifications

  • A Bachelor’s degree in a related area, or 2 years of experience in similar role or a High School diploma plus 4 years of experience in a similar role
  • MS certifications are a plus, particularly in Desktop administration
  • Office 365 administration experience is a plus 

Competencies:

  • First class customer facing skills with specific reference to detail and timeliness
  • Proven problem solving and organizational ability
  • Have a knowledge of common systems software such as current versions of windows desktop and server operating systems, network and office productivity applications
  • Experience of IP based networking
  • Have a knowledge of remote management tools, such as Remote Assistance, Team Viewer etc.
  • Familiarity with instant messaging/conferencing solutions, such as Microsoft Teams / Skype for Business
  • Attention to detail and ownership
  • Willing to take initiative, learn, and support the team across broad set of technologies
  • Focus on efficient and effective problem resolution and customer service excellence
  • Strong interpersonal skills and the willingness to operate across several functions within the organization
  • Proactive in identifying and investigation of issues and presenting potential solutions
  • Able to work with minimal supervision
  • Good communication skills both written and oral

Physical Demands:

 

The physical demands described within the Primary Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to be independently mobile.  The employee is also required to interact with a computer, and communicate with peers and co-workers.  Frequently moves equipment weighing up to 50 pounds.  Job requires employee to walk considerable distances in the facility during the course of his or her work including set up of work stations / office equipment, including cabling work.

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