Technical Support

The Technical and Desktop Support will perform the tasks necessary to provide outstanding incident management for all Americas-based office and field-based employees. Some travel to other Merz facilities may be required.

• Installation of laptop, desktop, telephony and mobile devices, and IT-related peripherals - includes imaging, profile configuration, network connectivity, etc.
• Installation of software on laptops, desktops, and mobile devices.
• Performs troubleshooting, maintenance and issue resolution related to laptops, desktops, telephony, and mobile devices.
• Provides IT hardware/software service and support for new employees; includes equipment setup, delivery, and IT related training.
• Provides executive level support to organization VIPs.
• Completes tasks related to the off boarding of separated employees; includes account deprovisioning and equipment retrieval.
• Manages assigned tickets within ITSM ticket queue; resolves and closes assigned tickets within agreed upon service levels to ensure a high level of customer satisfaction; communicates customer updates when issues may impact agreed upon service levels.
• Assists with major (Priority
  1) incidents including issue definition, action plan and success criteria.
• Communicates with affected groups, stakeholders, and end-users about the impact to business operations.
• Maintains adherence to organization Information Security policies and procedures.
• Attends training and/or industry seminars as appropriate, to stay abreast of current technologies, trends, and directions.
• Performs additional duties as assigned.

• Professional customer service attitude and attention to detail
• Action-oriented with the ability to balance urgency with sound judgement and communication.
• 2-4 years of progressively responsible desktop support, help desk, or incident management experience.
• 1-3 years of supporting C-suite executives or other organization VIPs.
• Experience supporting Microsoft Active Directory
• Experience supporting Windows 10 and Windows 11
• Experience supporting Microsoft Office 365 applications.
• Experience supporting audio/visual hardware software such as Microsoft Teams, Cisco Webex, or other virtual collaboration software.
• Experience supporting mobile devices such as iPhones, iPads and Apple iOS operating systems.
• Excellent verbal and written communication skills.
• Experience with comparable IT Service Management system (ITSM) ticketing systems.
• High school diploma or equivalent (GED or High School Equivalency Diploma) required.
• Bachelor’s degree in information technology, Computer Science, or related field preferred.