Sr Deskside Engineer

OUR TEAM

At Promega, our IT team is dedicated to delivering exceptional customer service, ensuring the stability of our systems, and driving operational efficiency across the organization. We operate as both a service provider and a trusted partner, working closely with business units to align technology with initiatives and goals. Our mission is to provide seamless, reliable, and innovative solutions that not only support day-to-day operations but also enable growth and transformation.

By building strong relationships and delivering value, we strive to become a true partner in Promega’s success, ensuring that technology serves as a key enabler for future business opportunities.

As a key member of the Promega IT Service and Deskside Support (SDS) team, you will provide comprehensive technical support for both Promega and Usona locations. Your responsibilities will include troubleshooting hardware and software issues, resolving technical problems, and ensuring efficient operation of IT systems. You will also assist with system maintenance, upgrades, and implementation of new technologies—as well as managing unique technology needs specific to the Usona site.

This position demands exceptional problem‑solving abilities, a commitment to thorough follow‑through, and a proactive approach to both IT support and GRC‑related initiatives.

• Level 1-3 Deskside & End-User Support:
  Serve as the first and primary contact for all onsite IT needs, providing end‑to‑end support for desktops, laptops, mobile devices, and peripherals; deliver responsive and effective service through in‑person, phone, chat, and ticket‑based channels.
• Troubleshoot and resolve Level 1 incidents (password resets, printer setup, software installations, access requests) and escalated more complex issues as appropriate.
• Provide advanced troubleshooting (Level 2–3) for hardware, operating systems, and application issues.
• Support onboarding and off‑boarding, ensuring proper configuration and secure deactivation of systems and accounts.
• Document and manage tickets using Fresh service, ensuring accuracy, thoroughness, and closure.
• Maintain and troubleshoot local infrastructure, including wired/wireless network connectivity, cabling, and device imaging.
• Collaborate with Promega infrastructure teams on system upgrades, performance optimization, and vendor engagement.
• Perform device imaging, deployment, and configuration following Promega IT standards.
• Participate in planning and implementing new technologies and enhancements for both Promega and Usona environments.
• Partner with Promega Compliance and Usona leadership to implement, document, and maintain effective technology GRC practices; assist with GRC systems across Promega entities to ensure alignment with IT policies and operational standards.
• Support audits, reviews, and continuous improvement initiatives related to data integrity, compliance, and IT process governance.
• Manage vendor relationships for technology and systems used exclusively by Usona; measure and review performance metrics, coordinate issue escalation, and ensure timely resolution.
• Support and maintain specialized Usona applications, including but not limited to Salesforce and other business‑specific platforms.
• Provide first‑line support for audiovisual and conference room systems, assisting with device setup, connectivity, and meetings; escalating complex AV issues to Promega’s dedicated AV team or external vendors as needed.
• Coordinate with Promega Facilities and the AV team to maintain a reliable meeting experience.
• Act as the on‑site liaison between Usona and Promega IT teams, ensuring clear communication and consistent service delivery; provide timely updates on incidents, maintenance, and planned system improvements.
• Maintain detailed technical documentation, including network layouts, system configurations, and asset tracking; ensure all documentation aligns with Promega’s standards and is accessible via shared knowledge bases.
• Identify opportunities to improve service efficiency, reduce manual effort, and enhance user satisfaction.
• Utilize AI‑based tools for ticket categorization, troubleshooting, and knowledge…