|For more than 50 years BioRad has been at the center of scientific discovery providing a broad range of innovative tools and services for clinical diagnostics and life science research The company is renowned among hospitals universities major research institutions biotechnology companies and pharmaceutical firms for its commitment to quality and customer service At BioRad you will participate in exciting new developments at the cutting edge of science and technology If you want to join a company of great minds doing extraordinary things then BioRad is the place for you Field incoming help requests from end users via telephone email and task queues in a timely and courteous manner Respond to user problems for both software and hardware issues Coordinate and implement technical support to userrsquos computers Performs installations modifications and repairs on PCrsquos and peripheral devices Install software upgrades when required Perform diagnostics and take care of warranty issues for computer printer and telecommunications equipment Prepare computers desktops and laptops for deployment Assist users when needed for meetings for connectivity and presentation support Document all pertinent end user identification information including name department contact information and nature of problem or issue Build rapport and elicit problem details from help desk customers Escalate problems (when required) to the appropriately experienced technician Record track and document the help desk request problemsolving process including all successful and unsuccessful decisions made and actions taken through to final resolution Test resolutions to ensure problem has been adequately resolved Perform postresolution followups to help requests Evaluate documented resolutions and analyze trends for ways to prevent future problems Required Qualifications Associates degree or 3 years equivalent working experience Minimum of 3 years of demonstrated working experience in the following Maintaining analyzing troubleshooting and repairing computer systems hardware and computer peripherals End user system support that includes Windows 7 XP and Office 2003 2007 Exceptional customer service skills Must be able to lift a minimum of 30 lbs Must be able to work in uncomfortable places such as under desks or in attic areas Available for irregular schedules during peak workload periods Highly self motivated and directed Ability to effectively prioritize and execute tasks in a highpressure environment Experience working in a teamoriented collaborative environment with proven analytical and problemsolving abilities and keen attention to detail Preferred Qualifications 2 years experience working in a regulatory pharmaceutical and or laboratory environment Lotus Notes 852 or better experience Experience using incident ticketing and tracking software Windows network administration Telecommunications experience Network printer troubleshooting and repair experience Remote accessVPN experience Ability to quickly absorb and retain information Ability to present ideas in userfriendly language Strong documentationtechnical writingreview skills Ability to work well with and for others Ability to coordinate complex tasks between various departments and personnel Ability to work under minimal supervision Ability to assess priorities and work well under pressure in a fast paced environment Self starter takes initiative|
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