Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Tier II PC Technician to join our Service Desk Team. Our Service Desk Technicians provide expert, quick, collaborative, and professional Tier 2 technical support to scientists and administrative staff in an active environmental health research setting​​​. In this role, you will serve as the customer’s primary point of contact and escalation point for incidents and service requests.  You will install, configure, troubleshoot and resolve or escalate incidents and service requests related to hardware and software, websites and network access, remote access via VPN and Citrix, hardware/software roll-outs and refresh efforts, printers, instrument-attached devices, mobile devices, VOIP phones, conference room equipment, and security compliance. Service Desk Technicians follow relevant standard operating procedures (SOPs) and work within agreed service levels.  Successful applicants can demonstrate their capacity to establish productive working relationships and effective communication with end users and teammates and to contribute ideas in support of quality and continual improvement goals.

* US Citizenship and the ability to obtain a public trust.*

*This position requires the candidate to be on-site 5 days a week in Durham, North Carolina.*

• Assist customers with incident and service requests.
• Manage systems through the hardware lifecycle from deployment through decommissioning.
• Fullfill equipment requests. (New Hire, Lifecycle, Break/Fix, etc.)
• Maintain and report on hardware inventory levels.
• Work closely with the customer to recommend computer models and other hardware for purchase.
• Maintain a ready-use supply of equipment for rapid request fulfillment.
• Point of delivery for all Mobile Devices (Cell Phones, iPads, MiFis)

• ​1-3 years of Windows PC support experience with experienced Tier 2 level support a plus​
• Proficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and Teams
• Strong analytical and problem-solving skills and ability to troubleshoot problems quickly
• Strong interpersonal and customer service skills
• Commitment to and compliance with the organization's policies and procedures
• Excellent written and verbal communication skills 

• Ability to work effectively with little supervision in cross-functional teams
• Energy and passion to create new solutions and drive positive change
• Ability to work in a fast-paced, team environment supporting 1600+ end-user

• Experience providing support to a large (>1000) community of Windows PC users
• Documented Experience working in a scientific research environment is a plus
• Experience supporting both Windows and Mac platforms is a plus
• Experience documenting processes as Standard Operating Procedures (SOPs) and in a Knowledgebase format
• Experience supporting customer remote access via VPN and Citrix
• Working knowledge of Active Directory, GPOs, and local machine policies
• Working knowledge BitLocker and Endpoint Security Tools
• Experience supporting user account information including rights, security, and systems groups
• Experience supporting mobile devices such as iPhones and iPads