IT Support Technician I & II – Desktop Imaging & Helpdesk

Terumo Neuro; Aliso Viejo (CA); Hybrid; USD 27,000 - 49,000; Full time

Job summary

Terumo Neuro is seeking an IT Support Technician to assist associates with setting up or replacing workstations and peripherals, process new hires and separations, and document tasks in our ticketing system.

You will provide level I support for onsite and remote end-users, imaging via SCCM, and data transfers during equipment refreshes. Strong customer service and basic hardware troubleshooting are essential.

Qualifications

• Experience providing level I tech support for end-users
• Ability to coordinate hardware deployment and data transfer
• Familiarity with enterprise software platforms and ITIL-like processes

Responsibilities

• Image workstations with SCCM for deployment
• Coordinate hardware refresh for leased devices and ensure data transfer
• Triage, process and escalate incidents as needed
• Schedule with vendors to replace or fix hardware
• Maintain Active Directory user accounts and device data
• Wipe leased devices and process return to vendor
• Set up Windows desktops/laptops and mobile devices for new hires
• Perform basic hardware troubleshooting for peripheries
• Install and support Microsoft 365 and Adobe Creative Suite
• Follow IT procedures for incidents and changes
• Participate in meetings and IT projects
• Maintain IT hardware inventory
• Understand SSO and MFA technologies
• Perform other duties as assigned

Skills

Customer service

Technical support

Communication

Coordination

Hardware troubleshooting

Tools

Microsoft System Center Configuration Manager (SCCM)

Active Directory

Microsoft 365

Adobe Creative Suite

Job description

Responsible for supporting associates with the setting up or replacing of new workstations and peripherals, processing new hire and separation requests and processing then documenting tasks or tickets. Provide timely level I technical support for all onsite and remote end-users for all technical related and user issues focusing on excellent customer service. Job duties:

• Image workstations with default operating system using Microsoft System Center Configuration Manager to prepare for deployment to associates.
• Coordinate and communicate with associates to replace leased workstation equipment to ensure an accurate transfer of all data and software applications.
• Triage, process, communicate, escalate, and resolve all assigned level I tickets through the IT helpdesk ticketing system.
• Initiate and schedule with vendor to replace or fix hardware issues.
• Maintain and process associate status changes of user accounts and computers within Active Directory and archiving of user data.
• Wipe data from leased workstations using enterprise software and process for shipment back to vendor.
• Set up and configure new Windows desktop/laptops or mobile devices for new hires.
• Minimum hardware troubleshooting that includes workstations, mobile devices, and peripheral devices (printers, keyboards, monitors, mouse, etc.).
• Install, configure, and support all enterprise application such as Microsoft 365 (Outlook, Word, Excel, SharePoint, OneDrive, Teams) and Adobe Creative Suite.
• Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment.
• Participate in departmental meetings and assigned projects or tasks by IT management.
• Help to maintain IT hardware inventory including workstations, monitors, docking stations, printers, etc.
• Understanding of single sign-on and multifactor authentication technologies.
• Perform other duties and responsibilities as assigned.

Job ID 14273BR

Salary Range:

$19.45/Hour - $35.51/Hour Financial compensation packages may be higher/lower than listed, & will ultimately depend on factors including relevant experience, internal equity, skillset, knowledge, geography, education, business needs and market demand