Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Description

Coordinate and manage IT Deskside Support services at Thermo Fisher Scientific, in Allentown, PA.

Qualifications

- 7 - 10 years of proven experience supporting IT Services infrastructure within a large environment

Demonstrated ability to lead projects and delegate tasks effectivelyProficiency in deploying, supporting, and troubleshooting hardware including workstations, servers, phones, mobile devices, printers, scanners, faxes, and multifunction devicesStrong written and oral communication skills, capable of interacting with customers and management at all levels in a non-technical mannerRemarkable customer focus and the ability to build strong working relationshipsExcellent time management, prioritization skills, and a dedication to taking ownership of issuesCompletion of Thermo Fisher Management Courses or equivalent experienceKnowledge of Microsoft Teams video conference equipmentBachelor’s Degree or equivalent experience preferredITIL certification preferredKey ResponsibilitiesLead and supervise full-time employees and contingent workers, both remotely and on-siteConduct regular 1:1 meetings with staff, providing mentorship for improvement and career developmentTrack and review individual goals and project progress, offering mentorship on stretch goals and opportunitiesComplete performance reviews and assist in crafting personal development plansEnsure strict adherence to global, regional, and local policies, maintaining quality and complianceManage IT assets, ensuring accurate records of their condition and locationProvide desk-side support and daily IT mentorship for regional key sitesCollaborate with IT Support Leadership and Regional IT Managers to address customer concerns and improve processesMaintain relationships with external vendors for technical support issuesCoordinate end-user accounts and permissions, ensuring compliance with privacy, security, and regulatory standardsPerform up to 25% regional travel as needed, supporting end-users on mobile and wireless technologySet up, support, and train end-users on audio/visual and computer equipmentAnalyze performance of supported devices, reporting issues to appropriate support groups