Dohmen Life Science Services

Specialist, Technical Operations Support

Job Locations US-WI-Milwaukee
Job ID
2018-1950
# of Openings
1
Category
Information Technology

Overview

OUR CULTURE:

At Dohmen, we are committed to keeping our clients for life, ensuring no conflict of interest exists, achieving continuous innovation, and focusing on continuous improvement.  Our behavior is guided by five simple values that define how we work and are the essence of what makes us successful:

 

Caring: We are empathetic and respectful.  We ask “How can I help you?”

Committed: We are dedicated and persistent.  We ask “How can I make it happen?”

Creative: We are inventive and imaginative. We ask “How can I do it better?”

Collaborative: We are cooperative and share our knowledge. We ask “How can we achieve success?”

Courageous: We’re willing to risk failure over inaction. We ask “How can I challenge myself?”

 

THE POSITION:

As a Technical Operations Support Specialist, you will be using your technical and customer service skills to deliver technical support services to both Red Arrow Labs and Dohmen Life Science companies. We'll rely on you to keep staffers and our business running smoothly. You'll be using your multi-tasking expertise to provide superior customer service support for desktop, laptop and wireless device issues. This includes everything from getting new users set up to resolving technical issues quickly.

Responsibilities

Critical RESPONSIBILITIES:

  • Handling technical support issues for our employees
  • Analyzing and resolving desktop and other system-related technical issues

 

 

Essential Duties and Responsibilites:

  • Coordinating incoming problem reports
  • Escalating issues as needed and collaborating with other teams to see issues through to resolution
  • Configuring new users, setting up and repairing user workstations and peripheral IT equipment, managing user access control and administering phone systems
  • Interacting with users to understand issues
  • Maintaining accurate and timely records in issues tracking system
  • Minimizing team and individual case escalation
  • Maintaining support documentation
  • Participating in professional development and team improvement initiatives


 

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

 

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Qualifications

Preferred Qualifications:

  • Experience in a Windows Server environment, Windows desktop, terminal server/thin client deployment and administration, hardware troubleshooting, network security, network administration, phone system administration
  • Ability to be on-call for critical off-hours support
  • A minimum of two years of technical support experience and superior customer service supporting desktops, laptops and wireless devices
  • Strong knowledge of Microsoft Office, network tools, multiple Microsoft Exchange, Active Directory and DHCP versions
  • Knowledge of network connectivity, protocols and security devices to include VPN troubleshooting
  • Experience in the life science or health industry is a plus

 

PHYSICAL AND MENTAL DEMANDS:

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. This position requires light physical activity; the employee must occasionally exert up to 20 pounds of force and up to 10 pounds of force frequently, and/or a negligible amount of force constantly. While performing the duties of this job, the employee is regularly required to talk or hear, type and engage in repetitive motion. 

The employee frequently is required to walk; use hands to finger, handle or feel; and reach with hands and arms.  The employee is occasionally required to stoop or crouch; stand or grasp. The employee is intermittently required to push or pull; or kneel. 

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

 

 

Working ENVIRONMENT:

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. This job operates in a professional office environment. This role routinely uses standard office equipment. The noise level in the work environment is usually moderate. 

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