Job Information
  • Location:
    Wayne, PA 19087
  • Job Status/Type:
    Full Time
  • Job Category:
    IT/Software Development
  • Occupations:
    Desktop Service and Support
  • Industry:
    Biotechnology/Pharmaceuticals
  • Work Experience:
    1+ to 2 Years
  • Career Level:
    Experienced (Non-Manager)
  • Education:
    Professional
Contact Information
  • Reference Code:
    571
Job Description

Help Desk Technician

Employees Create the Evidence that Matters
 
As demand for the rapid delivery of new pharmaceuticals, biotechnology and medical devices to identify, treat and prevent disease is on the rise, never has the need for conclusive evidence of product efficacy and effectiveness been greater. United BioSource Corporation is focused on meeting this growing demand for evidence.
 
UBC: a fast growing, full range, global pharmaceutical services organization.
 
Delivering evidence-based services and solutions depends on the quality and dedication of our staff. We seek the brightest, most talented professionals in the industry.
 
Whether you are launching a career or seeking new challenges, UBC fosters personal and professional growth on diverse and challenging projects amid highly respected scientific, clinical and data professionals, and offers a robust compensation and benefits package.
 
Come join our team to deliver the scientific evidence helping products succeed in the real world and saving millions of lives because Evidence Matters


Position Title:       Help Desk Technician
Reports To:           Lead Systems Administrator
 
Position Overview:
 
The Help Desk Technician provides technical support to internal and external customers including workstation configuration, workstation support, Windows server support, user account maintenance and standard computer operations.
 
 
Essential Duties and Responsibilities: Other duties may be assigned.
  •  Perform day to day operations of the Help Desk area: Respond to telephone calls, help desk tickets, and email requests for service. Provide technical assistance to resolve problems and document Resolutions. Troubleshoot hardware and software issues as they relate to desktops, laptops, security devices, printers, Fax machines, Scanners, PDA’s, and security appliances.
  •  Provide support for internally developed applications including installation, user access and basic troubleshooting.
  • Escalate problems to the appropriate support teams when necessary. Keep users informed as to the status of the resolution.
  • Create and manage user accounts, and user access permissions.
  • Maintain Systems Documentation.
  • Identify areas that create larger than expected work load for Help Desk and create remedial documentation to provide training for end-users.
  • Identify, capture and analyze information reported to the Help Desk that may indicate trends or patterns of larger issues.
  •  Manage inventory of equipment for internal and external users. Work with IT management to maintain an appropriate inventory of equipment for deployment and replacement.

Requirements: (Knowledge, Skills, Experience):
  • Experience with end user support, help desk duties, troubleshooting hardware and software issues,  repairing hardware and software issues  and training users in the use of hardware and software
  • Must be proficient with Microsoft Access, Word, Excel, Internet Explorer, Windows XP, and various other company supported software
  • Knowledge of Help Desk software to track and document his/her work
  • Knowledge of Norton Ghost a plus
  • Experience with IP phones, in particular Mitel 3300 series a plus
  • Operating Systems: Microsoft Windows Server 2003, Microsoft Windows XP
  • Must be detail orientated and able to take a job to successful conclusion
  • Must be able to work independently or as part of a team and be able to multitask effectively
  • Must have excellent interpersonal, verbal and written skills
  • Ability to effectively communicate with both technical and non-technical individuals at all levels of the organization
  • Must be willing to work flexible hours.
  • Light to medium physical work may be required
  • Minimum 1-2 years working as a help desk technician in a medium-large scale business environment.
 
 

Job Requirements:

Req. Code : 571
Division/Department : UBC - Specialty Clinical Services

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