Level-2 Onsite Help Desk Technician
Overview
Onsite Level 2 technician supporting end users and production systems. This role owns Microsoft 365 and Intune support, works tickets through to resolution, and is the go-to person for users who need a fast, clear, and courteous fix.
Key Responsibilities
- Provide Level 1 and Level 2 support for Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), printers, and peripherals.
- Manage devices in Microsoft Intune: enrollment, compliance and configuration policies, app deployment, and troubleshooting.
- Handle user requests including account creation, access rights, software deployment, and workstation builds.
- Work tickets in the ITSM tool (Ivanti) within SLA (P1-P4), keep users updated, and close with thorough resolution notes.
- Escalate complex issues to Level 3 or vendors; add solutions to the knowledge base and flag recurring issues for root-cause fixes.
- Maintain the site IT asset inventory (CMDB) and manage hardware from receiving and deployment through decommissioning.
- Support OT systems on production lines (SCADA, MES, equipment workstations) in line with GxP and data integrity requirements.
- Train users on IT tools and maintain user guides and procedures.
Required Skills
- Microsoft 365: Strong hands-on support and administration of Exchange Online, Teams, OneDrive/SharePoint, and licensing.
- Microsoft Intune: Hands-on device management, policy configuration, and app deployment.
- Windows: Windows 10/11 and Windows Server support.
- Networking: TCP/IP, DNS, DHCP, and VLAN troubleshooting.
- Service Management: ITSM ticketing (Ivanti preferred) and ITIL processes.
- Customer Service: Excellent communication with users at every level, including production, quality, management, and vendors.
Nice to Have Skills
- Experience supporting OT environments (SCADA, MES, PLCs) in pharmaceutical or regulated manufacturing.
- Familiarity with GxP requirements and OT/industrial cybersecurity best practices.
- Experience with Windows Autopilot and Entra ID.
Key Attributes
- Methodical and organized; stays calm and prioritizes well in urgent production situations.
- Service-minded, self-directed, and responsive with a root-cause approach to problem solving.
This is a 6-month on-site Contract opportunity with our Lenexa, KS client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position.
#LI-CH1