IT/OT Service Desk Specialist

Location: Charleston, South Carolina, US

Reporting to: IT Manager

SHL Medical is the world-leading solution provider in the design, development, and manufacturing of advanced drug delivery systems with more than 5000 employees worldwide. Our customers include top pharmaceutical and biotech companies from around the globe that require innovative devices such as auto-injectors or pen injectors to effectively deliver their drugs. Headquartered in Switzerland since late 2018, with sites in Sweden, Taiwan, and the United States.

Job Overview

The IT/OT Service Desk Specialist is responsible for providing technical support and exceptional customer service to our internal employees and external clients in the office and shop floor (OT) environments. This role involves diagnosing and resolving IT-related issues, escalating complex problems to higher-tier support teams, and maintaining accurate records of all service requests. The ideal candidate is a proactive problem solver with excellent communication skills.

Main Responsibilities

• Incident Management: Respond to incoming service requests, incidents, and inquiries via phone, email, or ticketing system in a timely and professional manner.
• Technical Troubleshooting: Diagnose and resolve hardware, software, and network-related issues for end-users, escalating complex problems as necessary.
• System Maintenance: Monitor and maintain computer systems to ensure they are running efficiently and securely.
• User Support: Provide guidance and support to end-users on IT-related topics, including system access, software applications, and hardware configurations.
• Documentation: Maintain detailed records of service requests, incident resolutions, and knowledge base articles to facilitate efficient problem-solving and knowledge sharing.
• Hardware and Software Maintenance: Manage hardware and software planning, purchase, installation, configuration, and upgrades for end-users.
• Account Management: Handle password reset requests and assist with account management tasks.
• Remote Support: Provide remote assistance and support for on- and off-site users, ensuring minimal disruption to their workflow.
• User Training: Offer training to end-users on IT tools and technologies to enhance their productivity.
• Collaboration: Collaborate with other IT teams and third-party vendors to resolve issues and implement solutions.
• Security: Assist in implementing and enforcing IT security policies and procedures, including user access controls, data backups, and antivirus management.
• Continuous Improvement: Suggest improvements to existing processes and procedures to enhance service desk efficiency.

Skills and Qualification

• Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent work experience required.
• Proven experience in IT support and system administration.
• Strong knowledge of operating systems (Windows, Linux, etc.), hardware, and software applications.
• Experience in system setups and software distribution using Microsoft Endpoint Configuration Manager or Windows Autopilot.
• Familiarity with ITIL best practices.
• Familiarity with network protocols, security, and best practices is a plus.
• Active Directory/Entra ID domain administration experience.
• Understanding of modern computer and telecommunications systems, including mobile devices.
• Excellent troubleshooting and problem-solving skills.
• Experience with setting up, maintaining, and troubleshooting shop floor equipment (PDAs, barcode scanners, label printers, Windows-based machine controllers, etc.) is considered an advantage
• Effective communication and interpersonal skills.
• Ability to work independently and in a team.
• Ability to adapt to changing technology landscapes.

We Offer

• Competitive compensation package
• Modern working environment with state-of-the-art facilities and technologies
• Challenging assignments in a fast growing and innovative industry
• Position in a dynamic, international team of highly skilled professionals
• Various opportunities for personal and professional development within a global organization

Please note that SHL is a drug free employer. This offer of employment is contingent upon your successful completion of various preemployment screenings, including, but not limited to, a drug test, employment verification, reference checks, and a criminal background check.

Interested in joining SHL Medical and in supporting us with your expertise and personality? Then we look forward to receiving your application including your CV, motivation letter, and all other relevant documents to our Talent Acquisition Department at RecruitUS@shl-group.com.

Please note: For this position, we do not consider applications from recruitment agencies.