Level-2 Onsite Help Desk Technician

Level 2 Onsite Help Desk Technician
Onsite 5 days/week
long-term contract
Overview
Onsite Level 2 technician supporting end users and production systems. This role owns Microsoft 365 and Intune support, works tickets through to resolution, and is the go-to person for users who need a fast, clear, and courteous fix.
Key Responsibilities

• Provide Level 1 and Level 2 support for Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), printers, and peripherals.
• Manage devices in Microsoft Intune: enrollment, compliance and configuration policies, app deployment, and troubleshooting.
• Handle user requests including account creation, access rights, software deployment, and workstation builds.
• Work tickets in the ITSM tool (Ivanti) within SLA (P1–P4), keep users updated, and close with thorough resolution notes.
• Escalate complex issues to Level 3 or vendors; add solutions to the knowledge base and flag recurring issues for root-cause fixes.
• Maintain the site IT asset inventory (CMDB) and manage hardware from receiving and deployment through decommissioning.
• Support OT systems on production lines (SCADA, MES, equipment workstations) in line with GxP and data integrity requirements.
• Train users on IT tools and maintain user guides and procedures.

Required Skills

• Microsoft 365: Strong hands-on support and administration of Exchange Online, Teams, OneDrive/SharePoint, and licensing.
• Microsoft Intune: Hands-on device management, policy configuration, and app deployment.
• Windows: Windows 10/11 and Windows Server support.
• Networking: TCP/IP, DNS, DHCP, and VLAN troubleshooting.
• Service Management: ITSM ticketing (Ivanti preferred) and ITIL processes.
• Customer Service: Excellent communication with users at every level, including production, quality, management, and vendors.

Nice to Have Skills

• Experience supporting OT environments (SCADA, MES, PLCs) in pharmaceutical or regulated manufacturing.
• Familiarity with GxP requirements and OT/industrial cybersecurity best practices.
• Experience with Windows Autopilot and Entra ID.

Key Attributes

• Methodical and organized; stays calm and prioritizes well in urgent production situations.
• Service-minded, self-directed, and responsive with a root-cause approach to problem solving.