IT Help Desk Technician

Join our dynamic team at Progressoft as an IT Help Desk Technician! In this role, you will be the first point of contact for our customers, providing exceptional remote IT support and troubleshooting a range of technical issues via phone and email.Key Responsibilities:Deliver first-line technical support for helpdesk inquiries and associated processes.Assist users with software applications through telephone support.Conduct basic troubleshooting for software issues as outlined in training sessions.Utilize help desk software to accurately document all incoming calls, incidents, and service requests.Prioritize and escalate calls to technicians for urgent matters requiring immediate resolution.Develop the necessary skills to engage effectively with a variety of users on specific technical problems.Identify and implement suitable solutions for technical issues.Act as a communication bridge between customers and the technical department.Safeguard client trust and protect company operations by maintaining confidentiality.Contribute positively to team performance by achieving related goals as required.Perform additional duties related to the role as necessary.

The Lab Equipment Maintenance Specialist plays a crucial role in providing expert service and technical support for laboratory research equipment. This position involves executing both reactive and preventive maintenance, as well as calibrating a wide range of equipment. The specialist will act as a mentor to junior maintenance staff, facilitating user training sessions on equipment operation and maintenance best practices. With a focus on maximizing equipment uptime and minimizing costs, the LEM Specialist will primarily maintain cooling systems, growth chambers, autoclaves, and glass washers while adhering to established guidelines and standard operating procedures.Key Responsibilities:Conduct reactive and preventive maintenance on laboratory equipment, including but not limited to cooling systems, growth chambers, autoclaves, and glass washers.Quickly troubleshoot and resolve equipment malfunctions to enhance operational efficiency.Coordinate maintenance schedules with users to minimize disruption to ongoing research and activities.Mentor and develop junior technicians through effective knowledge sharing and training initiatives.Deliver training sessions focused on equipment operation and preventive maintenance techniques.Maintain effective communication with vendors and manufacturers to secure technical support and necessary parts.Document all maintenance activities, communications, and equipment status accurately.Adhere to health, safety, and environmental policies, ensuring a safe working atmosphere.Work collaboratively with maintenance leads and team members to refine workflows, enhance automation, and improve service delivery.Assist in spare parts management by identifying needs, optimizing inventory levels, and facilitating ordering processes.