Senior Director, Technical Customer Support West Pharmaceutical Services
Exton, PAToday
Highlights
Associate degree, technical school certificate or equivalent practical experience required; bachelor’s degree preferred. * Two or more years of help desk, desktop support, or endpoint engineering experience in a hybrid Windows/macOS environment.
Numbers & Facts
| Location | PA |
| Job Type | Full-time |
| Salary | $80,000–$90,000 Per Year |
Description
Self-motivated.
* Two or more years of help desk, desktop support, or endpoint engineering experience in a hybrid Windows/macOS environment.
* Associate degree, technical school certificate or equivalent practical experience required; bachelor’s degree preferred.
* Manufacturing, food production or distribution environment experience strongly preferred.
* Preferred certifications: CompTIA A+, CompTIA Network+ or Security+, Microsoft 365 certified; Modern desktop administrator associate, ITIL 4 foundation.
* Endpoint platforms: Windows 11, macOS (Sonoma or later), iOS and Android via MDM.
* Endpoint management: Microsoft Intune, Windows Autopilot, Jamf Pro.
* Productivity and collaboration: Microsoft 365, Teams, SharePoint Online, OneDrive, Microsoft Copilot.
* Identity and access: Microsoft Entra ID, Conditional Access, MFA, SSO, FIDO2/passwordless.
* Security awareness: Microsoft Defender for Endpoint, basic SOC alert triage, phishing reporting workflows.
* Service management: Modern ITSM platforms (Freshservice, ServiceNow, or Jira Service Management).
* Reporting and BI: Crystal Reports, DevExpress dashboards, Power BI; basic SQL queries for troubleshooting.
* Excellent communication skills, both written and verbal.
* Experience in conducting one-on-one training, as well as training small groups regarding computer hardware and software.
* Strong documentation skills.
* Team oriented.
Job Responsibilities
* Support the Microsoft 365 stack(Outlook, Teams, OneDrive, SharePoint Online, Microsoft Copilot) and coach users on adoption and best practices.
* Provide functional support for E21 Web ERP(cloud migration in progress), including user onboarding, navigation, and minor configuration questions.
* Troubleshoot and maintain reportsin Crystal Reports, DevExpress dashboards, and Power BI; perform minor edits and route complex changes to the BI / Reporting and Coding team.
*Asset and Lifecycle Management*
* Maintain accurate asset recordsin the IT asset management (ITAM) system for laptops, desktops, mobile devices, peripherals, and software entitlements.
* Manage onboarding and offboardingincluding identity provisioning, MFA enrollment, license assignment, equipment shipment, and secure return / decommission.
* Author and maintain knowledge-base articlesand end-user how-tos, using AI assistants to accelerate first drafts while reviewing for accuracy
Qualifications
Desktop Support
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