Desktop Support Specialist

Bausch Health is a global company that develops, manufactures, and markets a differentiated product portfolio across multiple high-growth therapeutic areas including Gastroenterology, Generics, Neurology, Ortho Dermatologics, Medical Aesthetics and Dentistry. We are delivering on our commitments as we build an innovative company dedicated to advancing global health. Each day, Bausch Health products are used by over 150 million people around the world.

Our approximately 7,000 employees are united around our mission of improving people's lives with our health care products.

The Desktop Support Specialist provides a higher level of technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies. Utilizes over the phone, remote communication technologies, and onsite support to service customers. Provides day-to-day support, including travel if necessary. Performs maintenance as assigned. Reports to Desktop Supervisor. Works closely with Customer/Desktop Support Analysts and other technical team to provide white glove service to Executive Management Team.

Responsibilities

• Performs onsite analysis, diagnosis, and resolution of desktop, server, network and applications problems for end users, and recommends and implements corrective solutions, including offsite repair for remote users as needed.

• Installs, configures tests, maintains, monitors, and troubleshoots end-user workstations and related hardware, software, and system issues in order to deliver required desktop service levels.

• Maintains good working relationship with all customers. Trains end-users as required.

• Assesses the need for and implements performance upgrades to computer systems, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, memory chips.

• Collaborates with LAN and Network technicians and administrators to ensure efficient operation of the company's desktop computing and network environment.

• Administers and resolves issues with associated end-user workstation networking software products.

• Documents IT related procedures and processes to improve overall team knowledge.

• Works independently and with the team to develop solutions and manage multiple tasks.

• Serves as a liaison with third-party vendors.

• Receives and responds to incoming calls, pings, and/or e-mails regarding end-user hardware or software problems promptly. Contacts the customer promptly with status.

• Documents all actions related to calls or projects.

• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.

• Assist in maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.

• Properly handles all equipment and tools, storing as required upon completion of work.

• Assist Network, Telco, Storage, and Server teams as necessary.

• Be available for weekend and after hours support when needed.

Qualifications

• BS Degree in Information Systems, Computer Science or related experience

• 5+ years of work experience in IT

• A+ Certification and Microsoft Certified Professional or other industry certifications preferred

• Strong experience troubleshooting, repairing, and installing computer hardware and software, and coordinating the installation of PC Systems, including application software.

• Working knowledge of networking and communications protocols, MS Windows XP and higher support, MS Office Applications, and Internet Explorer.

• Working knowledge of Active Directory and network services (DNS, DHCP, WINS) a plus.

• Ability to train and guide lesser-experienced individuals.

• Reads and comprehends written instructions and procedures and communicates clearly and concisely through written and verbal communications to others.

• Demonstrates ability to produce detailed incident resolution for a technical audience, and produce clear written communications for a non-technical audience.

• Shows attention to detail.

• Strong communication skills

• Uses critical thinking and problem-solving skills to evaluate problems for accurate and timely resolution, observing expectations for service level.

• Works independently and as a positive contributing member of a team.

• Learns new systems and hardware, as implemented.

• Follows instructions and procedures.

• Customer service focused.

Benefits package includes a Comprehensive Medical (includes Prescription Drug), Dental, Vision, Health Savings Account with company contribution, Flexible Spending Accounts, 401(k) matching, discretionary time off, paid sick time, tuition reimbursement, parental leave, short-term disability, long-term disability, life insurance, accidental death & dismemberment insurance, paid holidays, Employee Assistance Plan, commuter benefit, recognition awards, voluntary benefits (including Identity Theft, Student Loan and Breast Milk Shipping), employee referral bonuses and employee discounts.

#LI-hybrid

This position may be available in the following location(s): [[location_obj]]

Bausch Health Companies Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates collaboration.

If a candidate needs a reasonable accommodation/adjustment due to physical or mental health impairment for any part of the application process, they are encouraged to send their request to ~~~ or call ~~~ and let us know the nature of the request and their contact information. Please be sure to include the job requisition number.

Job Applicants should be aware of job offer scams perpetrated through the Internet and social media platforms.

To learn more please read Bausch Health's Job Offer Fraud Statement (~~~) .

Bausch Health is an EEO/AA employer M/F/D/V.