PbIT Desktop Support (Italy) /b /ppuLocation : /u Italy (V.le della Stazione, 2 04013 Latina Scalo LT, Italy) (5 Days onsite) /ppuShift : /u 8-5 local time /ppbDuration : 12+ Months Contract /b /pulliCandidates need to be fluent in English and Italian. It would also be helpful if they spoke a third language like Spanish, Dutch or German since they will also be supporting offices in those countries in addition to the UK and Poland. /li /ulpbPosition Summary /b /ppAs a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2nd level escalation in user communication and technical support. This position will work extensively within the Incident, Service Request, Knowledge, and Asset Management processes; ensuring proper troubleshooting, restore, and completeness of services requested by the customer or internal IT teams. Technology support is focused on all desktop interaction points that a customer may engage with, including, access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing. /ppbEssential Duties Responsibilities /b /pliProvide support to end users or processes that cannot be resolved by 1st level support (Service Desk) /liliWork with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standards /liliMonitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and software /liliUphold and implement security standards in compliance with IT Security department /liliManage support interactions through the IT Service Management System /liliSupport users by writing and maintaining documentation that help to answer questions and resolve problems /liliAssist Management in gathering information and creating processes, procedures, and policies /liliGather information for status reports on progress of projects, open items, and issues /liliFollow the established standards for documenting projects, configurations, and standard operating procedures /liliPerform all job related responsibilities with minimal management direction and guidance /liliWork within the defined Incident, Request, Asset, and Change Management processes /liliResponsible for compliance including password management, documentation, maintenance, provisioning access, and data protection procedures /liliWork to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes /liliMonitor performance, diagnose issues, and perform emergency and scheduled maintenance as required on IT systems /liliParticipate in strategic initiatives by performing technical and process project activities /liliEngage with audit and follow audit guidelines as requested /liliProvide 24 / 7 on-site support as required /liliWork on special assignments as they arise /lipbKnowledge, Skills Qualifications /b /pli3+ years’ experience supporting electronic user devices to include but not limited to desktops, laptops, printers, RF guns (mobile computers) /liliStrong written and verbal communication skills /liliExperience administratively supporting Microsoft Windows (Desktop and Server) /liliExperience with Microsoft Office suite (Outlook, Visio, Excel, and etc.) /liliExperience with network switching technology (VLAN, TCP / IP, DHCP, and etc.) /liliExperience with diagnosing and troubleshooting software and hardware issues /liliAble to lift 50 lbs /liliSelf-starter / Ability to work independently /liliEnthusiastic about technology /liliStrong customer service skills /liliAble to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously /liliKnowledge of the ITIL disciplines /lipbEducation and Experience /b /pliHigh school diploma is required; Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred /liliMinimum 3 years of experience in a Service Desk or Desktop support environment /lipbTravel Requirements /b /pliTypically requires travel less than 5% of the time /lipbPhysical Requirements and Work Environment /b /pliThis is largely a sedentary role. /liliThis job operates in a professional office environment and routinely uses standard office equipment. /liliMay need to lift and transport moderately heavy objects, such as computers or peripherals. /lipICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability /p #J-18808-Ljbffr