Role: Bilingual Desktop Support

Location: Jacksonville, Florida(Onsite)

Responsibilities:

• Deployment of PC/Laptop and other end user devices
• Correctly manage tickets in the ITSM tool following appropriate procedural documentation
• Perform technical diagnosis and repair of defective hardware, including break-fix, support, and assistance for end user computing devices (desktops, laptops Windows based and Macs, mobile devices, tablets, desk phones, soft phones, and printers)
• Correct problems associated with failure or maintenance of the end user computing devices.
• Diagnose and resolve software functionality for both the operating system and standard desktop applications on the supported platforms (Windows, MacOS, iOS etc.)
• Support maintenance of the site-specific documentation that captures the complexity of the site environment to facilitate efficiency of the support process.
• Maintain asset inventories following applicable procedural documentation using approved Merck tools.
• Deployment of PCs, laptops, and other end user devices.
• Manages ITSM tickets, diagnoses hardware issues, resolves software functionality, maintains site-specific documentation, and oversees asset inventories throughout the device lifecycle.
• Provide coverage for the DMO Smart Hands Infrastructure Support.
• IT Desk Side Support for Regulatory Inspections (example FDA/EMA). Some Activities included Supporting Printing, Wireless Setups, Desktop Support, and SharePoint/Teams Smart hands.
• Smart Hands for DMO Critical Infrastructure Services, such as Wireless, Network switches, Firewalls, ROBOs / VMs.
• Support Coordination of activities of the Lifecycle Management Activities for Network Devices.
• IT General Support for DMO areas, Smart hands-on the side for OT System located on the Shop Floor. Additional IT support as needed

Required Skills:

• Desktop, Laptop related troubleshooting
• Asset management
• Application Troubleshooting

Regards

Praveen Kumar

Talent Acquisition Group – Strategic Recruitment Manager