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IT Field Services Technician

Catalent Pharma Solutions Bloomington Full-Time
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IT Field Services Technician

Position Summary

The IT Field Services Technician ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

·        Field incoming help requests from end users via Ticketing System, telephone and e-mail in a courteous manner.

·        Prioritize and schedule problems. Provide first level technical support and escalate problems (when required) to the appropriately experienced technician.

·        Record, track, and document the help desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

·        Apply diagnostic utilities to aid in troubleshooting.

·        Research software updates, drivers, knowledge bases, and frequently asked questions in order to aid in problem resolution.

·        Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

·        Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

·        Provide new user orientation training.

·        Must be able to work extended hours, weekends as needed, especially when problems occur or when deadlines must be met.

 

The Location

This position is based in our Bloomington, Indiana site.

The Reporting Relationship:

Reporting to Field Services Lead.

In concert with Catalent’s Patient First philosophy, this position is key in our efforts toward continuous improvement of our processes & information which will allow quality drug products to reach patients safely and efficiently.

The Role (daily responsibilities)

·        Field incoming help requests from end users via Ticketing System, telephone and e-mail in a courteous manner.

·        Prioritize and schedule problems. Provide first level technical support and escalate problems (when required) to the appropriately experienced technician.

·        Record, track, and document the help desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

·        Apply diagnostic utilities to aid in troubleshooting.

·        Research software updates, drivers, knowledge bases, and frequently asked questions in order to aid in problem resolution.

·        Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

·        Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

·        Provide new user orientation training.

·        Must be able to work extended hours, weekends as needed, especially when problems occur or when deadlines must be met.

·        Perform other duties as assigned.

The Candidate (requirements)

·        College Technology diploma in Computer Science or related field

·        Minimum 1-3 years of experience as an IT Technician or related capacity.

·        Experience and familiarity with pharmaceutical, manufacturing and/or GMP facilities.

·        Working knowledge of a range of diagnostic utilities, including but not limited to the built-in Windows tools, general network diagnostics such as PING, TRACERT, IPCONFIG, NSLOOKUP, etc. and common 3rd party diagnostic applications freely available over the internet.

·        Knowledge of current workstation and printer hardware

·        Strong knowledge with the inner workings of and Windows 7, and Windows 10.

·        Experience with server operating systems, including Windows Server 2003 and Windows Server 2008.

·        Extensive application support experience with all Microsoft Office 2010, 2016 and Office 365 Products.

·        Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills; Ability to absorb and retain information quickly; Ability to present ideas in user-friendly language

·        Proven analytical and problem-solving abilities.

·        Ability to effectively prioritize and execute tasks in a high-pressure environment.

 

 

Catalent’s standard leadership competencies that are used to interview and for Performance & Development:

·        Leads with Integrity and Respect

·        Delivers Results

·        Demonstrates Business Acumen

·        Fosters Collaboration and Teamwork

·        Champions Change

·        Engages and Inspires

·        Coaches and Develops

 

Position Benefits

·        Diverse, inclusive culture

·        Competitive salary

·        401(k) retirement savings plan with company match; ESPP

·        Educational assistance/reimbursement

·        19 days’ Paid time off

·        Medical, dental, and vision insurance

·        Life insurance

·        Flexible spending account

·        Employee discount programs

·        Robust Employee Referral Program

Location

Salary Estimator

Based on Job Title, Location and Skills
$53K
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