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Thermo Fisher Scientific IT Site Support Engineer in Cambridge, Massachusetts

When you're part of the team at Thermo Fisher Scientific, you'll do meaningful work, that makes a positive impact on a global scale. Join 80,000 colleagues who bring our Mission to life each day to enable our customers to make the world healthier, cleaner and safer. You'll find the resources here to achieve your career goals and help take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

The Opportunity - IT Site Support Technical Specialist

The IT Site Support Technical Specialist role reports to the Manager, IT Site Support, and is responsible for providing second-line support for all employees and contractors within the organization's desktop computing environment. This involves working in a dynamic, fast-paced environment which includes installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal workstation performance. The person will troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion meeting customer satisfaction and continuous service delivery demands.

Duties & Responsibilities:

  • Install, upgrade, support, troubleshoot, and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of authorized software applications to satisfactory resolution in a timely manner.

  • Ensure workstations interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.

  • To assist all users with any logged technology-related incident when called upon.

  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the end-user as soon as possible; collaborating and raising incidents to other support teams or vendors where necessary.

  • To accurately record, update, and document incidents and requests using ServiceNow.

  • To install and configure new technology equipment.

  • To resolve incidents and upgrade different types of software and hardware.

  • To resolve incidents with printers, copiers, and scanners.

  • Assist in user/hardware moves and relocations.

  • To maintain first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

  • Maintain professional verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

  • To be a highly-motivated teammate with the ability to manage changing priorities.

  • To create, maintain, and publish relevant job-aids and support documentation to assist all end-users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.

  • Exhibit a flexible approach to working on a rotation basis and provide necessary coverage where needed.

  • Stay up-to-date with the latest technologies and internal system processes.

  • Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

Skills & Requirements:

Required Skills (Must Have)

  • Minimum 3 years' experience in a Windows/Mac IT support role

  • Willing to be on call 24x7 to provide vital support coverage where needed

  • Ability to demonstrate a solid understanding of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite

  • Solid understanding of AD, Exchange, and remote-control tools

  • Solid experience performing incident triage, incident management and issue resolution

  • Strong problem-solving skills with the ability to solve complex technical issues a must

  • Fundamental computer networking skills sufficient for troubleshooting

  • Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing

  • Must display drive, enthusiasm, and attention to detail

  • Take personal ownership to deliver customer satisfaction.

  • Respect and work effectively with diverse people, perspectives, and ideas

  • Knowledge and practical experience with service management tools; ServiceNow preferred

Desired Skills (Nice to Have in addition to the Required Skills)

  • Bachelor of Science in Computer Science (preferred) or equivalent experience

  • ITIL Foundation Certification

  • Industry certifications, this can include A+, N+, ACTC and/or MCDST

  • SCCM & Jamf experience a plus

  • Encryption tools such as MS BitLocker a plus

  • Experience working in a busy and challenging IT organization

At Thermo Fisher Scientific, each one of our 80,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

Apply today!

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.