IT Site Support Technician II

Employment Type

: Full-Time


: Miscellaneous


:•Manage user incidents routed from the Service Desk, or escalate whereappropriate, ensuring the provision of a consistently high quality service andtimely resolution of issues •Perform first and second level support for the following: PC configuration(desktops and laptops), VPN connections, PC software (site-specific andenterprise), peripherals, LAN connectivity, and additionaldevices/software/hardware as needed (i.e. printers, copiers, mobile devices,A/V equipment), plus efficient and effective support service to on site and remote users •Setup new users and support resources of terminated users •Perform first level and second level support •Basic Active Directory administration (i.e. account changes and permissions) •Ensure adherence to all relevant internal, external and site-specific policies,processes and Standard Operating Procedures relating to data security, thenetwork and its applications, and account access/management •Order and track supplies, carry out asset management & dispersal, andfulfill all documentation requirements for supported sites •Work with various vendors as needed to support site specific services,hardware, and software •Asset management of all IT equipment on site •Basic support of site-specific ERP, CRM, or database systems. •Carries out duties in compliance with established business policies and demonstrates commitment to the development, implementation and effectiveness ofARDx's Quality Management System per ISO, FDA, and other regulatory agencies •Responsible for exhibiting professional behavior with both internal/externalbusiness associates that reflects positively on the company and is consistentwith the company’s policies and practices •Understands and is aware of the quality consequences which may occur from theimproper performance of their specific job. Has awareness of device defectsthat may occur in their area of responsibility, including product design,verification and validation, manufacturing



• Bachelor’s degree or equivalent qualification in Information Technology or similar, plus 2 – 5 years’ experience in providing end-user technical support

• Experience in supporting desktop applications in LAN environment

o Windows XP, 7, and 10

o Knowledge of anti-virus / anti-malware programs

o Building/imaging computers

o Wiring / Cabling

o Network technologies


Working knowledge of the following technologies: Active Directory user functions (ADS & Exchange)

• Creative and solutions driven, within the realms of the role, to produce solutions in support of customer service level agreements

• Ensures all solutions adhere to applicable change control requirements


 Team oriented - able to work in, and positively contribute to, cross functional teams

• Able to learn new applications quickly, and committed to keeping knowledge and skills up to date

• Good time management skills, with proven ability to prioritize and organize a demanding workload, adapting to fit the changing needs of the business

• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner

• Proactive and self-motivated approach, able to work independently

• Strong analytical skills and the ability to combine technical knowledge and customer support skills

• Excellent communication skills (both written and verbal) and ability to relate with users, service providers, and management

• Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve issues

• Occasionally works after-hours, as needed

About Abbott

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

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