Sr Deskside Engineer

Promega IT Service And Deskside Support

Our team at Promega is dedicated to delivering exceptional customer service, ensuring the stability of our systems, and driving operational efficiency across the organization. We operate as both a service provider and a trusted partner, working closely with business units to align technology with initiatives and goals. Our mission is to provide seamless, reliable, and innovative solutions that not only support day-to-day operations but also enable growth and transformation. By building strong relationships and delivering value, we strive to become a true partner in Promega\'s success, ensuring that technology serves as a key enabler for future business opportunities.

As a key member of the Promega IT Service and Deskside Support (SDS) team, you will provide comprehensive technical support for both Promega and Usona locations. Your responsibilities will include troubleshooting hardware and software issues, resolving technical problems, and ensuring efficient operation of IT systems. You will also assist with system maintenance, upgrades, and implementation of new technologies-as well as managing unique technology needs specific to the Usona site. This position demands exceptional problem-solving abilities, a commitment to thorough follow-through, and a proactive approach to both IT support and GRC-related initiatives.

Core duties include:

1. Level 1-3 Deskside & End-User Support
• Serve as the first and primary contact for all onsite IT needs, providing end-to-end support for desktops, laptops, mobile devices, and peripherals.
• Deliver responsive and effective service through in-person, phone, chat, and ticket-based channels.
• Troubleshoot and resolve Level 1 incidents (password resets, printer setup, software installations, access requests) and escalate more complex issues as appropriate.
• Provide advanced troubleshooting (Level 2-3) for hardware, operating systems, and application issues.
• Support onboarding and offboarding, ensuring proper configuration and secure deactivation of systems and accounts.
• Document and manage tickets using Freshservice, ensuring accuracy, thoroughness, and closure.
2. Systems & Infrastructure Coordination
• Maintain and troubleshoot local infrastructure, including wired/wireless network connectivity, cabling, and device imaging.
• Collaborate with Promega infrastructure teams on system upgrades, performance optimization, and vendor engagement.
• Perform device imaging, deployment, and configuration following Promega IT standards.
• Participate in planning and implementing new technologies and enhancements for both Promega and Usona.

Diversity is important at Promega. We are proud to be an Equal Opportunity Employer, and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class. Qualified females, minorities, and special disabled veterans and other veterans are encouraged to apply.