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Company Contact Info

  • 3 Innovation Way
    Newark, DE 19711
  • Phone:: 302-831-5024

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Associate, IT Helpdesk

QPS, LLC • Newark, DE

Posted 29 days ago

Job Snapshot

Full-Time
Travel - Up to 25%
Experience - 1 years
Degree - High School
Pharmaceutical, Biotechnology
Information Technology
0

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Job Description

QPS, LLC is an innovative and dynamic Contract Research Organization (CRO) that strives to employ talented, caring, and committed employees who work together collaboratively towards achieving our mission of improving human health and the quality of life.  QPS, LLC has been assisting pharmaceutical, biotechnology, and medical device companies with their drug development efforts by providing a full range of GLP-compliant bioanalysis, DMPK, and protein/genomic biomarker services.  QPS welcomes employees who want to be part of a growing organization.

Summary

Under general supervision, this staff member will be responsible for providing 1st and 2nd level technical support to internal QPS employees.

Essential Functions

  • Handle support requests from users over the phone or via email, troubleshooting issues and documenting events in the helpdesk ticketing system.

  • Take ownership of open tickets for the support and maintenance of QPS computer systems, desktops, laptops, peripherals and software and track activity through resolution.

  • Support and maintain QPS computer systems, desktops, laptops, peripherals, and software.

  • Install, diagnose, repair, maintain, and upgrade computer hardware and equipment.

  • Provide end-user training and assistance where required.

  • Set-up equipment for employee use, performing or ensuring proper installation, including cables, operating systems, and appropriate software.

  • Follow-up on QPS support issues in a timely manner.

  • Provide A/V, Teleconference and Phone system administration.

  • Maintain IT hardware and software inventory.

  • Handle multiple projects and changing priorities with patience and professionalism.

  • Conduct research for solutions to assigned computer and network issues.

  • Travel among QPS sites (must have valid driver’s license).

Supervisory Responsibility

This position has no direct or indirect supervisory responsibilities.

Work Environment

This job operates in a professional office and professional laboratory environment, where exposure to hazardous materials/chemicals, extreme cold (freezers), and conditions is probable.  Personal protective equipment will be provided and required when working in lab areas.

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.   Computers run on a Windows based operating system and proficiency with MS Office products, including Outlook, Word, Excel and PowerPoint, is required.

Additional systems/programs/software includes: Desktop virtualization, Desktop Imaging software  Inventory Management System, MS Exchange, MS Office, IT Ticketing System, MS Active Directory, A/V Conferencing Applications, LIMS, VPN, VOIP

Additional equipment include: Smart Phones, Audio/Visual Tech Equipment, Printers, Scanners, Monitors, Thin Client, Cisco VOIP

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This role is mostly sedentary, but the employee is occasionally required to traverse to other floors, offices, or sites to interact with colleagues or visitors; bend, stoop, crawl or reach to install/maintain PCs & peripherals, as well as access filing and storage cabinets; work in tight spaces to rack and connect servers and network appliances.  The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds, as well as to pull/push carts containing IT equipment.

Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. 

Job Requirements

Competencies

  • Analytical thinking

  • Strategic thinking

  • Critical information seeking

  • Thoroughness

  • Self-development orientation

  • Ability to learn Concern for impact

  • Results Orientation

Knowledge / Skills / Abilities

  • Knowledge of computer hardware and software, including applications and programming

  • Knowledge of TCP/IP, general network protocols and topologies

  • Ability to work in a team environment

  • Strong customer service skills

  • Handle multiple assignments and changing priorities with patience and professionalism

  • Proven ability to exercise patience and professionalism during stressful situations

  • Proactive in identifying problems and executing solutions

Education / Experience

  • Post-High School trade or job skills training

  • Twelve (12) months of on-the-job training and experience on a helpdesk (computer training school certificate a plus)

  • Experience with Microsoft desktop operating systems and MS Office

QPS, LLC is an Equal Employment Opportunity/Affirmative Action Employer.  In accordance with federal, state, and local laws, we recruit, hire, promote and evaluate all personnel without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship status, physical disability, protected veteran status, or any other characteristic protected by law. Job applicants and present employees are evaluated solely on ability, experience, and the requirements of the job. In addition, QPS, LLC is a federal contractor and desires priority referrals of protected veterans.

Job ID: IT201709-01
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