Information Technology Support Technician

Orasure Technologies, Inc. Bethlehem , PA 18018

Posted 2 months ago

How We Make an Impact

OraSure Technologies empowers the global community to improve health and wellness by providing access to accurate, essential information. Together with its wholly-owned subsidiaries, DNA Genotek, Diversigen, and Novosanis, OraSure provides its customers with end-to-end solutions that encompass tools, services and diagnostics. We are a leader in the development, manufacture, and distribution of rapid diagnostic tests, sample collection and stabilization devices, and molecular services solutions designed to discover and detect critical medical conditions around the world.

How You Will Make an Impact

You will investigate, support and resolve software and hardware requests of users as received through the help desk. You will install, configure maintain voice and data networks, laptop computers and desktop computers. You will assist network administrator in support of servers, network systems, communications devices and appliances. You will provide support and Basis administration of the SAP system landscapes.

Essential Duties and Responsibilities

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users related to hardware, software, networking, and other computer-related technologies.

  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

  • Handles problem recognition, research, isolation, resolution and follow-up.

  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

  • Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

  • Calls software and hardware vendors to request service regarding defective products.

  • Provides training to users on software and hardware.

  • Installs, implements, trouble shoots and maintains servers, switches, routers, network appliances, laptop computers, desktop computers, office automation hardware, software, cell phones, blackberry's, fax machines, printers and copiers.

  • Coordinates voice and wireless data services.

  • Performs user maintenance as relates to network access and building security.

  • Perform SAP Basis administration to support the SAP landscape consisting of sandbox (DEV), QA and production systems. Configuration and administration of underlying databases (SQL Server 2005); SAP Basis Operating System (NetWeaver) support, performance and management. Configuration transport management, SAP hot pack / support pack deployment and test, configuration / maintenance of end user security.

  • Install and maintain software including upgrades, applying kernel patches, OSS Notes and support packages.

  • Day to day monitoring and administration of SAP Systems.

  • Ensures compliance with IT Policies and Procedures. Operates in accordance with controls related to the IT cycle.

Qualifications

Microsoft networking, WANS, T1, routers, hubs, switches, TCP/IP, hardware and communications disciplines.

Should be familiar with Windows server and desktop operating systems, Inter-tel switch maintenance, telecommunications systems, LANS, WANS and MS Office, MS Project, Visio.

Knowledge of network hardware, computer hardware, software, components and printer operations.

Knowledge of SAP technologies including Basis.

A+ certification is desirable.

On call for weekends (will be on a rotating schedule)

Education AND/OR Experience

Associates Degree. Or equivalent, 2-4 years End User Support, PC help desk or other equivalent industry experience required

OraSure and its subsidiaries is committed to ensuring equal employment opportunities for all. All employment decisions, policies and practices are in accordance with applicable federal, state and local anti-discrimination laws.

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Information Technology Support Technician

Orasure Technologies, Inc.