Sr. Helpdesk Technician - Weekend 7 AM - 7 PM Shift (Sat, Sun, Mon)

Information Technology and Information Systems Allegan, Michigan


Descripción

Perrigo Company is dedicated to making lives better by bringing high quality and affordable self-care products that consumers trust everywhere they are sold.  Help us do it.

Perrigo is looking to add a Sr. Helpdesk Technician to their Information Systems team located in Allegan, MI.  This will be a weekend shift position consisting of three 7:00 AM - 7:00 PM shifts (Saturday, Sunday, and Monday).  The Sr. Helpdesk Technician will provide global Service Center support to end-users utilizing IT&S ITIL processes, procedures and guidelines to maximize utility of all of the company’s systems, applications and hardware, and ensure the integrity of end-user access.

Responsibilities:

  • Incident and event management:  Meet ITIL standards and company policies to record, classify, investigate and resolve cases reported by end users or system monitors
  • Update and review Service Center knowledge base to ensure comprehensive information is readily available to all of the Representatives
  • Problem Management:  Work with IT engineering or applications staff to document complex or repetitive problems and work toward resolution of those problems
  • Serve as a technical resource and mentor to less senior Service Center staff, and facilitate support within IT&S
Required Experience:
  • Knowledge of ITIL standards and familiarity with several of the company’s applications and operating systems, including Cisco, SAP, EDI, TMS, and Active Directory monitoring
  • Ability to work with business users to investigate, diagnose and provide resolution of moderately-complex goals, and issues relating to systems access and other adverse incidents or events; and provide deployment and support of new technologies
  • Understanding of phone and printer applications; account creation, locking and unlocking, and password reset technologies are required
  • Ability to track several projects concurrently, and provide group membership updates and enhancements are essential
  • Requires strong interpersonal, analytical, problem-solving, verbal communication and documentation skills
  • These skills are normally acquired through technical training in information technology, computer science, business information systems or a similar field, combined with 2 to 4 years of experience in an IT technical role, and previous experience in IT Service Center operations
  • Appropriate ITIL Foundation certification and bilingual skills are preferred.