The Opportunity
QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.
Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.
The Role
As we continue to grow as QuidelOrtho, we are seeking a Service Desk SD1 analyst who will respond to help-desk calls & tickets routed from users to fulfill or resolve inquiries. Leveraging help-files and elevated privileges, provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, etc., recognizing and escalating more difficult problems to level 2 support.
This position will be onsite full-time at our Summers Ridge office in San Diego, CA.
The Responsibilities
- Provide end-user support by phone, email, self-service tickets or in person and log, resolve or escalate to Service Desk Level 2.
- Corporate application account administration and process ownership, in compliance with established policies and procedures.
- Act as a primary liaison between Service Desk and IT support teams, coordinating support escalations, information gathering, and automation/process improvement.
- Research and introduce technology and processes that improve the user experience and optimize internal support practices
- Responsible for supporting, maintaining, and implementing systems and processes that include Computers, Mobile Devices, Multi-Function Copiers, Telecommunication/Collaboration devices and Audio/Visual Technologies.
- Monitor, update, and maintain tickets in a defined ticketing system. Respond to tickets, contact users, and plan workload.
- Provide routine software troubleshooting support to employees to resolve common IT problems.
- Remain current with emerging industry trends, identify new functionality to meet business needs and foster knowledge sharing.
- Apply sound judgment, escalating issues, and decisions to management when necessary.
- Performs other duties as assigned by management.
- Interact with other Service Desk co-workers fostering strong team player focus.
- May be assigned to work as part of an IT Operations project team to provide technical support and/or guidance. e.g., Network and/or phone system upgrades.
- Ability to accurately identify issues necessary for escalation to internal resources, as well as track their status through completion, is also essential to the success of this position
- Strong ability to provide support remotely using company-provided remote support tools
- Ability to think and work independently, coordinate with team members, and escalate as required to perform all tasks.
- 2-3 Years hands on experience troubleshooting PC, printers, and mobile devices.
- Software application use and installation experience using end point management tools e.g., SCCM.
- Must have the ability to resolve technical issues under pressure.
The Individual
- Minimum of High School Diploma or GED equivalent is required.
- Community College, Computer Training Center, or equivalent experience.
- Two to five years working in a Service Desk Engineer role.
- A+, Network +, CCNA, MCP, and/or MCSA, desired.
- ITIL Certification a plus.
- Basic Networking Skills.
- Knowledge of ServiceNow Ticketing system.
- Intune / Azure / Active Directory.
- Office 365.
- Aware of Pharma or Med Device compliance.
- Advanced knowledge of Windows Operating Systems to include: Windows XP/7/8/10.
- Advanced knowledge of installation, configuration, and troubleshooting of PC hardware components.
- Advanced knowledge of computer imaging processes and concepts.
- Advanced knowledge of various Windows desktop/server applications such as Microsoft Office, Adobe, Sophos, Intune.
- Strong familiarity with networking technologies, including TCP/IP, DHCP, WINS, DNS, and SMTP.
- Strong familiarity with supporting and troubleshooting mobile devices.
- Working knowledge of remote mobile management tools (Intune).
- Experience with systems administration, including system maintenance, workstation support, internet connectivity, security services, and Active Directory.
- Microsoft server operating systems (2008, 2012, 2016).
- Experience with support service ticketing systems & ITIL framework (Remedy, ServiceNow).
- Ability to conform to standard ticket entry processes regarding the ticket management system.
- Experience with conferencing tools/applications, including RingCentral and Zoom.
- Ability to effectively communicate, both orally and in writing.
- Excellent customer service and interpersonal skills.
- Excellent organizational and follow-up skills with strong attention to detail.
- Strong analytical and problem-solving skills.
- Ability to multi-task and work well under pressure.
- A high degree of attention to detail and technical ability is required to resolve issues with corporate IS equipment and software while maintaining a high level of customer service.
- Microsoft OS Certification a plus.
The Key Working Relationships
Internal Partners
- This position interacts with all areas and levels of the company, including Senior Executives, Managers, Scientists, Business leads Factory workers.
External Partners
The Work Environment
- General office environment. Your main work location could be a local QuidelOrtho office, home office or a combination of both.
Physical Demands
- Ability to lift 50lbs/25kgs, lifting and moving personal computer equipment, servers, and network equipment.
- 10% of time meeting with people.
- 90% of the time at the desk on computer/doing paperwork/on phones.
- Works for lengthy periods of time in sitting or standing position and for lengthy periods of time using a computer.
- Position may require travel, up to 10%, travel includes airplane, automobile travel and overnight hotel.
- At times, this role demands flexible work hours to meet deadlines, maintain system availability and support business continuity.
Salary Transparency
The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary for this position is $65,000 annual. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.
Equal Opportunity
QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at orthorecruiting@orthoclinicaldiagnostics.com
