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IT Helpdesk Technician

Job Purpose

To provide local Lafayette, US domestic (sites/field) and global IT helpdesk coverage for level 1 IT service requests and incidents in harmony with a globally distributed IT organization.

Key Responsibility

  • Be the primary IT customer/client interface for IT services issues for Horizon Discovery’s US offices, including co-hosting the global IT Helpdesk system.
  • Provide timely, consistent and thorough installation, maintenance, patching, end-user service, and troubleshooting on all desktop/laptop/tablet/mobile hardware and software, and throughout the corporate and scientific areas, including those computers connected to laboratory equipment.
  • Assist with the client-side testing, integration, monitoring and service of key database applications, especially laboratory process and analysis systems; work with systems and database administration staff on desktop client connectivity issues;
  • Document IT services installation/operation procedures and other common troubleshooting procedures.
  • Coordinate procurement of computer equipment, software and services. Administer all desktop and related software, subscriptions and/or application inventory including; licenses, contracts and vendor relations.
  • Maintain printers, copiers, fax machines, scanners, peripheral equipment, and company-purchased productivity accessories, and coordinate external warranty and repair services. Provide audio visual and video conferencing systems services.
  • Provide basic phone system and mobile phone administration.
  • Coordinate with, assist and cover for other Information Technology staff, including providing modest after-hours service coverage as required.
  • Any other reasonable projects/duties as assigned by the manager.

Qualification, knowledge and key skills

  • Bachelor’s degree (Computer Science/Information Technology or related field preferred) or combination of equivalent education and experience;
  • Technical expertise with Windows 7 & 10; Microsoft Office 365
  • Technical expertise installing & repairing Desktop/Laptop & peripheral Hardware
  • Experience with Corporate phone systems and mobile phone administration.
  • Experience dealing with Computer/software and Voice services vendors.
  • Experience with providing end-user service via various communication and collaboration methods to remote and/or traveling customers
  • Exposure to Scientific and Laboratory software installation and service.
  • Strong written and verbal communication skills;
  • Excellent organizational skills and ability to multi-task;
  • Ability to interact with users in a courteous and professional manner.



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