Service Desk Analyst II

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

The Role

QuidelOrtho is looking to add a Service Desk Analyst to support our Memphis site and global employees. The Service Desk Analyst II will be expected to provide end-user support and customer service on company-supported computer desktops, laptops, mobile devices, and company supported applications on these platforms. Ability to troubleshoot and resolve IT problems, advise on the appropriate action and be responsible for providing direction to the end-user and/ or escalate to Service Desk Level 3 or IT support teams and management when necessary.

Provide in-depth technical assistance on calls or tickets initially handled by SD1; action tickets default routed from Service Center portal; respond to end-user walk-ups or otherwise. Address laptop inquiries, office/cubicle user visits, print responses, executive support, assist in IT project roll-outs (I.e. Zoom, OKTA, Global Protect, Laptop refresh).

This position will be onsite full-time at our Memphis, TN location. This candidate will be on call for a minimum of 4 hours every other weekend.

The Responsibilities

• Provide secondary support to SD1 on calls and tickets requiring timely action
• Support employees via IT ticketing system for requests, incidents, events, and alerts that require action from IT Operations.
• Responsible for supporting, maintaining, and implementing systems and processes that include Computers, Mobile Devices, Multi-Function Copiers, Telecommunication/Collaboration devices and Audio/Visual Technologies.
• Follow standard operating procedures and work instructions to adhere to IT Operations controls including imaging/reimaging computers, resolving computer and software application issues for new and existing employees.
• Help maintain equipment inventory, including processing and ordering new equipment and safe asset disposal, and maintain inventory records.
• Maintain physical presence at designated service locations.
• Monitor, update, and maintain tickets in a defined ticketing system. Respond to tickets, contact users, and plan workload.
• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
• Support access to corporate network/wireless and applications on the network and over VPN.
• Remain current with emerging industry trends, identify new functionality to meet business needs and foster knowledge sharing.
• Apply sound judgment, escalating issues, and decisions to management when necessary.
• Performs other duties as assigned by management.
• Provide VIP (Executives) white glove support.
• Create and update/maintain knowledgebase articles.
• Interact with QuidelOrtho Service Desk and other IT Operations L3 support teams, as necessary.
• May be assigned to work as part of an IT Operations project team to provide technical support and/or guidance. e.g., Network and/or phone system upgrades.
• Preform other duties as required.

The Individual

• Minimum of High School Diploma or GED equivalent
• Community College, Computer Training Center or equivalent experience
• 2-3 years working in a Service Desk Engineer role; troubleshooting PC, printers, and mobile devices
• Knowledge of ServiceNow Ticketing system
• Intune / Azure / Active Directory
• Aware of Pharma or Med Device compliance
• Experience with systems administration, including system maintenance, workstation support, internet connectivity, security services and active directory
• Experience with support service ticketing systems & ITIL framework (Remedy, ServiceNow)
• Experience with conferencing tools/applications including RingCentral and Zoom

• Advanced knowledge of Windows Operating Systems to include: Windows XP/7/8/10.
• Advanced knowledge of installation, configuration and troubleshooting of PC hardware component
• Advanced knowledge of computer imaging processes and concepts
• Advanced knowledge of various Windows desktop/server applications such as Microsoft Office, Adobe, Sophos, Intune
• Microsoft server operating systems (2008, 2012, 2016)
• Excellent customer service and interpersonal skills
• Excellent organizational and follow-up skills with strong attention to detail
• Strong analytical and problem-solving skills

Preferred:

• A+, Network +, CCNA, MCP, and/or MCSA, desired.
• ITIL Certification a plus
• Microsoft OS Certification a plus
• Strong familiarity with networking technologies, including TCP/IP, DHCP, WINS, DNS and SMTP.
• Strong familiarity with supporting and troubleshooting mobile devices, working knowledge of remote mobile management tools (Intune)

The Key Working Relationships

Internal Partners:

• This position interacts with all areas and levels of the company, including Senior Executives, Managers, Scientists, Business leads Factory workers.

External Partners:

• Contractors and vendors.

The Work Environment

The work environment characteristics are representative of a manufacturing, laboratory, or warehouse environment and include frequent visits to our cold room. Up to 75% of the time at desk, standing or sitting extended periods of time. Flexible work hours to meet project deadlines.

Physical Demands

Up to 75% at desk, on manufacturing floor, walking, standing, and sitting for long periods of time are routine to accomplish tasks in this role; 25% of time in meetings or on the phone. Specific vision abilities required by this job include close and distance vision and the ability to adjust focus. Must have the ability to enter in and out of cold room and lifting up to 30 pounds. Position requires use of Personal Protective Equipment as posted.

Salary Transparency

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary for this position is $65,000-$70,000 annually. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

Equal Opportunity

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at orthorecruiting@orthoclinicaldiagnostics.com.