Location: Rochester,NY, USA
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 an IT Deskside Support Analyst that will provide end-user support and customer service on company-supported computer desktops, laptops, mobile devices, and company supported applications on these platforms. As a member of a global IT Operations client services team, the successful candidate will have the ability to troubleshoot and resolve IT problems, advise on the appropriate action and be responsible for providing direction to the end-user and/ or escalate to level 3 support teams and management when necessary.
This role is located fully on-site in Rochester, NY.
The Responsibilities
* Support employees via IT ticketing system for requests, incidents, events, and alerts that require action from IT Operations.
* Follow standard operating procedures and work instructions to adhere to IT Operations controls including imaging/reimaging computers, resolving computer and software application issues for new and existing employees.
* Help maintain equipment inventory, including processing and ordering new equipment and safe asset disposal, and maintain inventory records.
* Maintain physical presence at designated service locations.
* Monitor, update, and maintain tickets in a defined ticketing system. Respond to tickets, contact users, and plan workload.
* Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
* Support access to corporate network/wireless and applications on the network and over VPN.
* Remain current with emerging industry trends, identify new functionality to meet business needs and foster knowledge sharing.
* Apply sound judgment, escalating issues, and decisions to management when necessary.
* Performs other duties as assigned by management.
* Provide VIP (Executives) white glove support.
* Create and update/maintain knowledgebase articles.
* Interact with QuidelOrtho Service Desk and other IT Operations L3 support teams, as necessary.
* May be assigned to work as part of an IT Operations project team to provide technical support and/or guidance e.g., Network and/or phone system upgrades.
* Perform other work-related duties as assigned.
The Individual
Required:
* Minimum of high school diploma or GED equivalent is required.
* 2-3 Years hands on experience troubleshooting PC, printers, and mobile devices.
* Software application use and installation experience using end point management tools e.g., SCCM.
* Ability to think and work independently, coordinate with team members, and escalate as required to perform all tasks.
* Experience building, maintaining and fixing Windows 10/11 systems and PC hardware.
* Ability to pull data from multiple IT solutions for reporting or highlighting issues.
* Must have the ability to resolve technical issues under pressure.
* Experience managing inventory.
* Excellent written and oral communication skills.
* Strong interpersonal and customer service skills.
* Basic Networking Skills.
* Knowledge of ServiceNow Ticketing system.
* Knowledge of at least one the three software systems listed: Intune / Azure / Active Directory.
* Experience working with Office 365.
* Aware of Pharma or Med Device compliance.
* May require travel, up to 10%, travel includes airplane, automobile travel and overnight hotel.
Preferred:
* Microsoft OS Certification.
* ITIL certification.
* Exposure to SAP.
The Key Working Relationships
Internal Partners:
* All levels of the organization
External Partners:
* Vendors and customers.
The Work Environment
No strenuous physical activity, though occasional light lifting of files and related materials is required. 30% of time in meetings, working with team, or talking on the phone, 70% of the time at the desk on computer, doing analytical work. Minimal travel required. Travel includes airplane, automobile travel and overnight hotel.
Salary Transparency
The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $39,000 to $65,000. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.
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 the 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 ...@quidelortho.com.