Job Description :

Job Title: Desk Side Services (DSS)

Location: Carry, NC

Job Type: Full Time

Salary: $50k/Year


Agents should be based out of Cary, NC

They should be travelling to Salt Lake City, UT for up to 3-4 weeks Transition and comes back to Cary. Cost will be covered by company fully.

After Transition, they should be working in Cary campus to perform their duties.

Agents should comply with Tabaco Policy (They shouldn't be smoking)

They should have performed at least 2-3 years in Service Desk before as a basic requirement.

Support Window#

Hours: Monday Friday (2 shifts options) - 6 PM to 2 AM or 10 PM to 6AM, Saturday Sunday 24x2

Travel Requirements#

Up to 3 weeks travel to SLC, UT for transition Service Desk

Return to Cary campus to provide support for Go Live Special Conditions#

Since its Health care industry (Sterile Environments), agents should be Non-smoker or must follow below rules.

o Refrain from any form of tobacco use one hour prior to arrive

o Wear clean, tobacco-free clothing

o Abstain from tobacco products during breaks, even if it is off the

Responsibilities and Duties

  • Onboarding# Shadow Internal SLC Service Desk (L1, L2 and L3) personnel to gain a solid understanding of SLC site and business (medical devices and its impact on humanity) department, business standards and expectations.
  • Perform all work in compliance with company policy and within the guidelines of BioFire Diagnostics' Quality System
  • Maintains responsibilities and duties in line with Service Desk expectations as well as team culture
  • Follow provided documentation and procedures to assist users by resolving Incidents and fulfilling Requests
  • Create/Update support and reference documentation
  • Resetting user passwords for in scope systems.
  • General PC troubleshooting (hardware and applicable software)
  • General troubleshooting of manufacturing standard and specialty printers
  • Support users with log in issues for Office 365, Microsoft Teams and Yammer
  • Triage of incoming tickets (incidents, requests, etc.) to various support groups within the organization.
  • Managing User accounts and permission/access levels
  • Data entry related to user account maintenance
  • Thorough documentation of activities completed in ticketing system
  • Follow security processes and procedures (email phishing response and investigation, AV detection response and investigation)
  • Appropriate escalation of tickets (Sev1/Sev2) within the SLC scope
  • Perform other duties assigned by Service Desk Leadership
  • Provides after hours and on-call support as needed.
  • Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
  • Adheres to Code of Conduct and Mission and Value statements.


  • Self-starter
  • Ability to follow directions
  • Competency in call center tracking tools
  • Prior experience supporting customers in use of application software
  • Must be able to interact with end users in a highly professional manner
  • Skilled in white glove (high grade) customer service
  • Experience with Windows operating systems
  • Proficient in supporting Remote/Manufacturing users using remote tools
  • Experience and understanding of Azure and Active Directory (Add/Remove Security groups, Resetting passwords/Device pin codes)
  • Excellent written and oral communication skills
  • Proficient in Microsoft Office (Office 365) subscription and perpetual versions
  • Experience creating and utilizing technical and customer facing documentation
  • Familiarity with Security best practices (Workstation Anti-virus, Email)
  • Knowledge/understanding of enterprise printing solutions/support
  • Understanding of basic networking tools and concepts is required
  • Proficient in Service Now tool for creating/modifying & updating incidents & Requests.
  • MCP Certification would be preferred but not required

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