Client Services Technician II

1000 Abbott Laboratories Inc(ALI); Atlanta (GA); On-site; USD 37,000 - 73,000; Full time

Job summary

Abbott in Georgia is seeking a Client Services Technician to provide on-site desktop support at a manufacturing location. You will monitor queues, resolve routine and non-routine issues, escalate when needed, and maintain high customer satisfaction.

This role requires at least 2 years of customer-facing desktop support, strong customer service, and basic knowledge of server infrastructure. On-call may be required; you will work with limited supervision and align with ITSM processes.

Qualifications

• Minimum of 2 yrs experience providing customer-facing desktop support.
• Requires good customer service skills.
• May have on-call responsibilities.
• Able to work with limited supervision.
• Basic knowledge of server & infrastructure.

Responsibilities

• Monitor queue to resolve desktop issues and requests.
• Escalate issues and act as technical escalation point.
• Maintain a high level of customer satisfaction.
• Update ITSM and data repositories as appropriate.
• Coordinate with other towers for onsite physical support.

Skills

Customer service

Desktop support

On-call duties

Education

No advanced degree required

Tools

Server & infrastructure basics

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION: Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life.

You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

We are looking for a Client Services Technician responsible for desktop support at a manufacturing location.

What You'll Do

• Constantly monitor individual queue to resolve routine and non-routine desktop issues and requests.
• Escalate issues as appropriate and act as a technical escalation point.
• Maintain a high level of customer satisfaction.
• Comply with the desktop group practices and procedures.
• Update ITSM and other data repositories as appropriate in a timely manner.
• Identify technical and process issues and recommend improvements.
• Achieve target ticket volumes and ticket resolution levels.
• Coordinate with other towers for onsite physical support as needed.
• Responsible for compliance with applicable corporate policies and procedures.
• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on.
• Completes tasks as assigned via the ITSM system and/or as directed by their supervisor.

Education and Experience

• Minimum of 2yrs experience providing customer-facing desktop support.
• Requires good customer service skills.
• May have on-call responsibilities.
• Able to work with limited supervision.
• Basic knowledge of server & infrastructure.

You’ll Bring

• Minimum of 2 years experience providing customer-facing desktop support.

Required Qualifications

• No advanced degree required.

Preferred experience

• Manufacturing support experience.
• May have specialized knowledge of applications or Abbott processes/practices.

Misc:

• This is an onsite role at Abbott location in GA.
• This is not a remote role/opportunity.

The base pay for this position is $26.50 – $53.00/hour. In specific locations, the pay range may vary from the range posted.

JOB FAMILY: IT Operations DIVISION: BTS Business Technology Services LOCATION: United States > Atlanta : 387 Technology Circle NW Suite 500 ADDITIONAL LOCATIONS: United States > Alpharetta : 3650 Mansell Road WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Español: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next‑generation diagnostics, life‑changing devices, science‑based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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