Help Desk Technician Tier II

At Aero Safe Global, we are reframing the last mile as the first moment of care. We are an integrated healthcare service partner solving the pharmaceutical industry's complex challenges by bridging the gap between cold-chain logistics and the point of care. Our mission is to ensure the integrity and delivery of life-saving medicines to every patient.

Summary

A hands-on Help Desk Technician who thrives in a fast-paced, dynamic environment and is comfortable with shifting priorities. This role provides tier-1 and tier-2 support to employees across corporate and warehouse/manufacturing environments, troubleshooting hardware, software, connectivity and line-of-business applications. The Technician will perform onboarding/offboarding, imaging and upgrades, manage printers and label printers, support scanners and mobile devices, maintain inventory, document SOPs, and operate within the ticketing system.

The position interfaces daily with staff at all levels and supports both onsite and remote users.

Key Responsibilities

• Provide tier-1 and tier-2 end-user support (onsite and remote) for Windows desktops/laptops, Chrome devices, and mobile scanners.
• Troubleshoot and support line-of-business applications and common productivity tools.
• Triage tickets in the helpdesk/ticketing system, update users, and escalate complex issues to IT staff or vendors as appropriate.
• Onboard and offboard employees: account creation/deactivation, mailbox setup, permissions, device provisioning and handoff.
• Build, image, upgrade, deploy, and decommission workstations using standard imaging tools and processes; verify application access post-deployment.
• Support printers and RFID/label printers as needed.
• Maintain accurate IT asset tracking and inventory; manage lifecycle and licensing records.
• Configure, troubleshoot, and maintain barcode scanners and mobile data collection devices.
• Diagnose basic network issues (SSID connectivity, IP addressing, ethernet) and coordinate escalations for broader network faults.
• Create and maintain SOPs, knowledge-base articles, and user documentation based on recurring incidents and rollouts.
• Assist with application, hardware, and system rollouts as needed.
• Participate in scheduled maintenance windows and occasional after-hours support.

Required Qualifications

• Associate degree in Computer Science/Information Technology or equivalent experience.
• 1-3 years in a help desk, desktop support, or similar IT role.
• Strong Windows desktop experience (imaging, troubleshooting, configuration); comfortable supporting Chrome devices and mobile scanners.
• Experience supporting line-of-business applications
• Familiarity with printers/label printers, scanners, and workstation lifecycle management.
• Basic networking knowledge (DHCP, DNS, TCP/IP, SSID/wireless troubleshooting).
• Strong customer service, communication, and time-management skills; able to explain technical concepts to non-technical users.
• Comfortable working with limited standardization and learning new applications quickly.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft MTA/MD-100, or equivalent.
• Experience with imaging/deployment tooling (MDT, SCCM/Endpoint Manager, Autopilot, etc.).
• Prior experience in logistics, warehouse, or cold-chain environments (label printing/manifesting experience a plus).
• Previous experience with World Ship and/or DSI.

Travel

Occasional

Physical Requirements

While performing the duties of this job, frequently will be required to sit; type; use hands to finger, handle or feel objects, tools, or controls (some repetitive motion); and talk or hear. Also, occasionally will be required to stand, walk, reach with hands and arms, bend, stoop, kneel, and crouch and lift and/or move up to 40 pounds. Specific vision abilities required by this job include some close vision.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tools & Equipment

PC, printer, telephone, copier, and other office equipment.

Environmental Factors

Normal office, manufacturing, and warehouse environment.

Equal Employment Opportunity Policy

Aero Safe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.