IT Support Technician II en Omnicell Enterprise
Omnicell Enterprise · Cranberry Township, Estados Unidos De América · Hybrid
- Professional
- Oficina en Cranberry Township
Job Description: Level 2 End User Support Specialist
Position Overview:
We are seeking a knowledgeable and proactive Level 2 End User Support Specialist with strong experience in ServiceNow and IT Asset Management to join our IT team. This role is critical in delivering advanced technical support, managing IT assets, and enhancing service delivery through effective use of our ITSM platform.
Key Responsibilities:
- Provide advanced troubleshooting and technical support for hardware, software, and network-related issues.
- Respond to and resolve escalated support tickets in ServiceNow, ensuring timely and accurate resolution.
- Maintain and update asset records in ServiceNow’s Asset Management module, ensuring data integrity and lifecycle tracking.
- Assist end users with installation, configuration, and maintenance of computer systems and applications.
- Serve as an escalation point for Level 1 Service Desk and collaborate on resolving complex issues.
- Identify recurring issues and contribute to problem management and root cause analysis.
- Create and maintain knowledge base articles and process documentation within ServiceNow.
- Support the development and enforcement of IT policies, procedures, and standards.
- Mentor Level 1 support staff and promote best practices in incident and asset management.
- Collaborate effectively with remote teammates and cross-functional teams.
Technical Skills:
- Hands-on experience with ServiceNow, including Incident, Request, and Asset Management modules.
- Strong understanding of IT Asset Management (ITAM) principles and lifecycle processes.
- Working knowledge of the ITIL framework and its application in service delivery.
- Proficiency in Windows and Mac operating systems.
- Experience with Active Directory and user account management.
- Familiarity with remote support tools and techniques.
- Strong knowledge of Microsoft Office Suite and collaboration tools (MS Teams, BOX, Slack, Zoom, OneDrive).
- Basic understanding of network protocols (TCP/IP, DNS, DHCP).
Preferred Technical Skills:
- Experience with virtualization technologies (e.g., VMware, Hyper-V).
- Familiarity with cloud platforms (Microsoft 365, AWS, Azure).
- Understanding of cybersecurity principles and practices.
- Experience with scripting and automation (e.g., PowerShell, Bash).
- Knowledge of mobile device management (MDM) solutions.
Minimum qualifications:
- Bachelor’s Degree, Technical Certificate or High School Diploma/GED and equivalent experience.
About Company
Omnicell is dedicated to fostering an inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at [email protected].
At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.
Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.
Company
- As Passionate Transformers, we find a better way to innovate relentlessly.
- Being Mission Driven, we consistently deliver on our promises.
- Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation.
- Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
- Intellectually Curious, eager to think deeper to learn and improve.
- In Doing the Right Thing, we lead by example in ALL we do.
