Sr. Deskside Support Technician

Job Title: Sr. Deskside Technician (IT)
Pay Rate: $32-38 / Hr
Location: Durham, NC
Area Code: 919, 984
ZIP Code: 27709
Start Date: Right Away
Keywords: #ITJobs #RTPNCJobs #DesksideTechJobs #Pharmajobs

A Deskside Support Technician job in Durham, NC is currently available through Belcan. This is a direct hire position with a full benefits package on our team, which provides support to one of our key international pharmaceutical clients. This role will provide support to senior leadership and C-suite level executives and visitors at the RTP, NC location and will require someone with solid skills and experience supporting AV technology in conference rooms and a high degree of professionalism. Bilingual abilities in Spanish will be a big plus for the person in this role to help support VIP's who speak Spanish.

Job Description
In this role, you will be the point of escalation for the NA Service Desk for all issues that require an onsite visit or problems that cannot be resolved in the Service Desk time requirements. You will be responding to Level 1-3 technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems on Microsoft Office, Windows and various commercial and client proprietary software. You will also utilize remote access to client PCs to resolve complex issues and process and manage customer contacts using telephone, web, email, chat or by the Service Desk ticketing system. This position will involve working at primarily the RTP, NC site and then at the Clayton, NC site as needed.

Responsibilities
* Troubleshoot and resolve hardware and software problems on desktops, laptops and other various computing equipment and devices related to Windows and Microsoft Office.
* Diagnose hardware issues, order parts, and replace faulty components.
* May perform functions on GxP systems according to documented SOPs
* Answering user questions directly related to Windows, Microsoft Office, and other supported applications.
* Use SCCM to push and install approved corporate applications.
* Troubleshoot and resolve issues related to software and hardware compatibility.
* Face to face and hands on troubleshooting are required.
* Resolve wide range of software issues remotely using remote tools such as TeamViewer and SCCM Remote.
* Follow detailed technical instructions to ensure adherence to corporate quality standards.
* Document all issues using Service Desk ticketing system.
* Escalate unresolved calls to the next level support team using Service Desk ticketing system.
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
* Maintain a high degree of customer service for all support queries and adhere to all service management principles.
* Publish support documentation to assist staff with requests for information & provide staff training if required.
* Use Active Directory and Exchange Management Console for managing users, groups, and computers.
* Reimage laptops, desktops and thin clients as needed following company policy.
* Installation of network printers.
* Deployment of Cisco IP phones.

Education and Experience
* 3+ years of experience providing end user support in an enterprise environment.
* Hardware & Software troubleshooting experience required.
* Prior experience on enterprise systems with 500 or more users preferred.
* Associates degree preferred or combination of equivalent experience (3 years) and certifications.
* MCSA Windows 10 certification or equivalent
* Experience working in a GxP or FDA regulated environment (preferred)

Skills and Knowledge
* Excellent verbal and written communication skills.
* Ability to multi-task in a fast paced, high pressure environment.
* Ability to quickly learn new technologies as they are introduced.
* Strong technical troubleshooting skills.
* Ability to interact effectively with employees at all levels.
* Ability to help end users in stressful, hurried situations.
* Travel between and working at multiple sites in the greater Raleigh area may be required at times
* Strong working knowledge of Windows and Microsoft Office.
* Working knowledge of network and PC operating systems.
* Working knowledge of TCP\IP.
* Conversational proficiency in Spanish (highly desired)

Additional Technical Skills Required:
1.Advanced Troubleshooting Skills - Ability to quickly diagnose and resolve hardware, software, and network issues.
2.Experience with Enterprise Tools - Familiarity with tools like Microsoft 365, Teams, VPNs, and mobile device management (MDM).
3.Knowledge of Endpoint Security - Understanding of antivirus, encryption, and secure access protocols.
4.Multi-platform Expertise - Comfortable supporting Windows and iOS.
5.AV and Conference Room Tech - Skilled in setting up and troubleshooting video conferencing systems and smart meeting rooms.
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Soft Skills
1.Discretion and Confidentiality - Trusted to handle sensitive information and executive-level communications.
2.Professionalism - Polished demeanor, especially when interacting with C-suite executives.
3.Empathy and Patience - Ability to remain calm and supportive under pressure.
4.Strong Communication Skills - Can explain technical issues clearly to non-technical users.
5.Adaptability - Comfortable working in fast-paced, high-pressure environments.
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Work Ethic and Reliability
1.Responsiveness - Quick to respond to requests, often with a sense of urgency.
2.Availability - Willingness to work flexible hours or be on-call for executive support.
3.Attention to Detail - Ensures all setups and fixes are done thoroughly and correctly.
4.Follow-through - Tracks issues to resolution and ensures user satisfaction.

If you are interested in this role, please apply via the apply now link provided. Our overriding goal is to provide quality staffing solutions that help people, organizations, and communities succeed. Belcan is a leading provider of qualified personnel to many of the world's most respected enterprises. We offer excellent opportunities for contract, temporary, temp-to-hire, and direct assignments. We are the employer of choice for thousands worldwide. For more information, please visit our website at Belcan.com

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.