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Technical Support Specialist

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Information Systems
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At Hologic, we’re an innovative medical technology company that enables healthier lives everywhere, every day. We are also a company that prospers and grows, which is why we’ve been able to expand our offerings to empower even more people and champion women’s health

 

What powers our growth across Breast & Skeletal Health, Diagnostics, GYN Surgical and Medical Aesthetics Solutions is also what differentiates us: the exceptional and clinically proven capacity of our products to detect, diagnose and treat illnesses and other health conditions earlier and better. This clinical superiority creates high expectations, which we fulfill by continually challenging ourselves to improve health through better technology, education and market access.

 

None of this would be possible without the talent and passion of our employees. Together, our expertise and dedication to developing and sharing more robust, science-based certainty drives our global presence and a promising pipeline that responds to the unmet health and wellness needs of women, families and communities.

 

While we focus on women’s health and well-being, we are committed to having an even broader benefit on the world. Together, we advocate for better health and wellness through solutions that provide ever greater certainty and peace of mind.


Summary of Duties and Responsibilities
  • IS Help Desk support (On rotating basis with some after-hours coverage)
    • Answer help desk phone calls
    • Route help desk tickets to appropriate technicians or support groups
    • Provide on the spot troubleshooting as time allows
    • Provide support through online chat system
    • Provide walk up support
  • Provide local support for the following systems (installation, upgrades, troubleshooting):
    • PC/Laptop Hardware and Software
    • Network Peripherals, Printers, Copiers
    • Telephone System
    • Enterprise/Business Applications
    • Mobile devices
    • Audio/Visual
    • Servers/Hyperflex
    • Cisco switches/phone system
    • Aruba access points
  • Loaner laptop and projector management
  • Hardware procurement, inventory, disposal support
  • Account Management advanced support
  • VIP support
  • Manage standard process/procedures
  • Manage desktop related projects, documentation, and coordination of new technology introductions
  • Mentors and trains other technicians
  • Work directly with vendors on installations, upgrades, preventive maintenance
  • Assist with monitoring reports, metrics, and service level agreements
  • Assist or serve as coordinator of day-to-day activities during the absence of supervisor/manager
  • Understands the local facility and works as a liaison to help drive business needs
 


Qualifications

To perform this job successfully, an individual must be able to perform essential duties satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to do the essential functions.

  • Windows 7 & 10 advanced experience
  • Microsoft Office 2013 experience or above
  • Laptop/Printer Hardware advanced knowledge
  • Thorough Networking and Wireless environment understanding
  • PC/Laptop Imaging experience
  • Active Directory and Microsoft Exchange advanced experience
  • Desktop support tools advanced knowledge
  • Anti-Virus, Malware, Spam advanced experience
  • Ability to triage, troubleshoot, and resolve complex PC/Network problems quickly and accurately; contacts vendors as needed
  • Ability to be an active participant and contributor on a professional IS Support Team
  • Excellent communication skills, telephone support skills, and interpersonal skills with a customer service focus
  • Ability to plan/organize time and workload
  • Ability to prioritize and escalate based on problem/issue severity
  • Ability to recommend process improvements
  • IT service management system experience required (ServiceNow experience a plus)
  • MacOS experience required
  • Documentation and Knowledge base experience
  • Project management advanced knowledge
  • Ability to work assignments that are complex in nature where judgement is required in resolving problems and making routine recommendations
  • Lead-level position, all relevant experience considered, PC support experience required
 
Education
  • BA/BS MIS or CIS (or related technical discipline) desired
 
Experience
  • 5-7 years’ experience in IS Help Desk support
 
Specialized Knowledge
 

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter.  All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

 

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.


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