L2 Tech

TechDigital Group; New Haven (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

TechDigital Group in New Haven, CT seeks an experienced L2 End User Support specialist for the medical robotics industry. You will provide advanced desktop, software, and hardware support across a distributed PC environment, working with validated systems (GxP) and change management.

The role requires troubleshooting Windows, Linux, and macOS, scripting, AV setup, printer maintenance, and coordinating with IT partners.

Qualifications

• 5+ years of progressive experience in the desktop environment, at least 1 year with desktop Linux environment and validated systems (GxP).
• Advanced knowledge of Windows desktop operating systems.
• Experience with Linux on desktop, including Ubuntu and scripting concepts.

Responsibilities

• Provide complex technical support for End User touchpoints in a distributed PC environment.
• Install, configure, and troubleshoot desktop hardware and software.
• Coordinate and support remote access technologies and network-related tasks.
• Document hardware/software changes and maintain inventory records.
• Interact with users, IT partners, and vendors to resolve issues and implement solutions.

Skills

Desktop experience

Linux desktop

GxP validation

Windows desktop OS

Shell scripting

Windows Server

Office 365

LAN knowledge

AV setup

Printer maintenance

Outlook/Exchange

Education

College degree or equivalent experience

MCSE

Tools

Azure knowledge

Active Directory

Job description

Top Skills Required

• Advanced knowledge and understanding of Windows, Mac, Linux, desktop. Able to troubleshoot break fix, common applications like Outlook


• Advanced knowledge and understanding of Windows desktop operating systems


• Pharma Experience in Manufacturing, Labs & Logistics, understanding of GXP and GMP and change management process

Job Description

• Per business leaders, it is required that we have \\\"L2\\\" equivalent techs providing support to advanced tech savvy end users in the medical robotics industry. A variety of L2 level responsibilities exist supporting the users and their MLL technologies across a wider breadth of PC footprint.


• Provides complex technical support, planning, and coordination for End User touch points of the distributed computer environment, including desktop, software, and hardware installation, support and distribution, and remote access technologies.


• Performs analysis, diagnosis, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies, and associated problems.


• Performs analysis, diagnosis, installation, and resolution of remote access technologies and associated problems.


• Performs analysis, diagnosis, coordination, and planning of horizontal network cable management processes including installation, moves, adds, changes, and repairs.


• Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.


• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.


• Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.


• Responsible for partnering with the business units supported to understand the business impact of support issues.


• Responsible for the analysis, design, and implementation of desktop technology life cycle management processes including technology procurement, refresh, and disposition.


• Responsible for project analysis, design, coordination, and planning for all technical components of desktop related projects.


• Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds, and changes within the desktop computing environment.


• Demonstrates creativity and initiative in problem solving.


• Technical documentation of hardware/software additions or changes.


• Updates inventory additions and changes to the inventory database.


• Updates and closes trouble tickets and service requests.

SKILLS NEEDED

• 5+ years of progressive experience in the desktop environment, at least 1 year with desktop Linux environment, knowledge of validated systems (GxP)


• Advanced knowledge and understanding of Windows desktop operating systems


• Advanced knowledge and understanding of Linux on the desktop, requires previous Ubuntu experience - KEY requirement - knowledge of how scripts work - shell scripts, pearl


• Advanced ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems, and office automation software, with expert level knowledge in at least one area of specialization


• Intermediate knowledge of the Windows Server Operating System and the ability to perform domain related administrative tasks


• Ability to perform troubleshooting and analysis of PC hardware, PC operating systems (Windows 7, Windows 10, Linux) and office automation software, with expert level knowledge in at least one area of specialization.


• Ability to perform troubleshooting and analysis of Microsoft Office 365


• Intermediate knowledge and understanding of LAN environments


• Intermediate knowledge of communication protocols


• Intermediate knowledge of LAN based e-mail systems (e.g., Outlook, MS Exchange)


• Creativity and advanced problem-solving skills that lead to effective solutions to complex and varied problems.


• A demonstrated ability to encourage and model positive cross-team partnerships.


• Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.


• Audio Video setup and troubleshooting skills.


• Knowledge of printer Maintenance.

Nice to have - Windows Domain and Azure knowledge

PREFERRED QUALIFICATIONS

• College degree or equivalent experience


• Microsoft Certified Systems Engineer (MCSE)