Job Title:  Desktop Technician

Req ID:  36833
Job Category:  Information Technology

Mentor, OH, US, 44060


At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Desktop Technician is SKILLED in all areas of the front-line IT customer support and GENERALLY SKILLED in all areas of desktop computing platforms.
Performs administration activities including creating, and supporting network accounts, computer accounts, application accounts, email accounts, and group memberships. Configures and deploys desktop hardware and software, network printers, and mobile devices. Maintains inventories and purchases desktop hardware and software. Documents and modifies computing processes and standard operating procedures.
Provides technical support to the Service Desk Analysts and provides over flow phone support to Service Desk Analysts when needed. Provides desk side computer support at the local facility. Provides remote computer support to USA and Global facility and home based users. Performs wireless device support. Monitors and responds to issues and problems assigned in a ticketing system. Relocates desktop hardware in facilities. Trains customers on desktop applications, software, and hardware platforms. Trains Service Desk Analyst on standard configurations and IT procedures, including onboarding.

Professionalism and cooperation when working with customers, team members and management is essential


End User Administration – 55%

1.    Creates and supports network accounts, computer accounts, email accounts, application accounts, and group memberships in accordance with IT policies and procedures relating to SOX (Sarbanes-Oxley).
2.    Configures and deploys desktop hardware and software.
3.    Configures and deploys network printers.
4.    Configures and deploys mobile devices.
5.    Process hardware and software requests. 
6.    Maintains inventories and purchases desktop hardware and software.
7.    Creates and maintains standard operating procedures and knowledge base articles.

Duties - cont'd

End User Support – 40%

1.    Provide second level support to the Service Desk Analyst.
2.    Provides desk side support for end user problems and requests.
3.    Provides computer support for facility, remote facility and home based users.
4.    Provides support for USA and other global facilities.
5.    Monitors and responds to ticketing system assignments.
6.    Relocate desktop hardware in facilities. 
7.    Trains customers on desktop applications, software\hardware platforms.
8.    Provides overflow phone support for Service Desk Analysts.
9.    Perform wireless device troubleshooting. 
10.    Train Service Desk Analyst on standard configurations and IT procedures including onboarding.

Project Management - 5%

1.    Will serve as the project lead on simple desktop projects based on the business plan. 
2.    Coordinates project implementation and manages deployment timelines.
3.    Develops and submits budget proposals and funding requests.

Education Degree

    Required Experience

    1.    At least three years full time experience or equivalent on the job training is required.
    a.    System support for client hardware platforms, Dell, HP, Lenovo. Dell preferred.
    b.    System and application support for Microsoft client platforms required. 
    c.    Familiarity with System administration of Active Directory is preferred.
    2.    Experience in application/system technologies. Microsoft, Dell, McAfee, Citrix and Checkpoint preferred.

    Required Skills

    1.    Strong professional verbal and written communication skills.
    2.    Ability to work with little supervision and within changing priorities. 
    3.    Proficiency in Business Acumen
    4.    Technical proficiency – SKILLED.
    a.    Account Management:
    i.    Creation, modification and disabling of various business applications
    b.    Hardware
    ii.    A+ Technician\Client Hardware.
    iii.    Laptops, desktops, workstations, thin clients and mobile devices.
    iv.    Local and network printers, Scanners and other computing peripherals.
    c.    Microsoft
    v.    Windows XP, Windows 7 and Windows 8
    vi.    Microsoft Office
    vii.    Internet Explorer
    5. Technical proficiency – GENERALLY SKILLED.
    d.    Microsoft:
    viii.    Active Directory.
    ix.    User Account Management.
    x.    Group Management.
    xi.    File Services.
    xii.    Printing.
    xiii.    Exchange.
    xiv.    SharePoint.
    xv.    Lync.
    xvi.    System Center Configuration Manager (Imaging).
    e.    Dell:
    xvii.    Client Computing Hardware platforms.
    f.    McAfee:
    xviii.    End-Point protection (A\V and Hard drive Encryption).
    xix.    ePO 
    g.    Citrix:
    xx.    XenApp Online Plugin / Receiver.
    h.    Checkpoint
    xxi.    VPN client 
    xxii.    SSL Connectivity
    i.    MobileIron
    xxiii.    Mobile Device Configuration



    STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

    If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

    STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

    The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.

    Req ID:  36833
    Job Category:  Information Technology

    Mentor, OH, US, 44060

    Nearest Major Market: Cleveland
    Nearest Secondary Market: Akron

    Job Segment: Service Desk, Technical Support, Inspector, Network, Telecom, Customer Service, Technology, Quality