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IT Service Desk Technician- Level II

  Chicago, IL,  United States |  Full time

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Posting Date :  2021-12-19

Job Identification :  10937

Department  :  IT

Bimeda is a leading global innovator, manufacturer and marketer of veterinary pharmaceuticals and animal health products and has over half a century’s experience in providing science-driven solutions to optimize the health, wellbeing and productivity of the world’s animals. Bimeda’s nine manufacturing facilities across seven countries allow the company to manufacture a broad range of preventative, curative and nutritional products including sterile injectables, vaccinations, nutritional boluses, feed additives, tablets, water-soluble powders, pastes and non-sterile liquids. Globally, the company focuses on the development, manufacture and commercialization of quality Bimeda-branded products while also being the partner of choice for contract manufacturing and R&D services for prominent companies within the animal health industry.

About the role:


This role’s primary objectives are:

  • Level 1/2 IT Support - Accountable for front line IT support for both hardware and software issues for users requiring assistance by phone, email or the helpdesk management system
  • Ensure the stable provision of site/regional IT operations and support for office & manufacturing sites


Site & Region  IT Operations & Support – Technical Responsibilities

  • Responsible for initial level of problem identification and attempts to resolve when appropriate. Otherwise, documents troubleshooting efforts in problem ticket and escalates the case accordingly and follows up to a successful closeout.
  • Assist in ticket escalations and closure of critical incidents
  • Track issues to resolution updating the internal helpdesk management system as appropriate.
  • Administration & support of VOIP
  • Networking (LAN/WAN/WIFI) – Installation & administration and support
  • Windows 7 & 10 support and deployments, MDT, packaging, security, BitLocker
  • Perform the deployment and or redeployment of end-user’s computers (format, install OS and drivers, applications, printers etc.).
  • Application packaging & software deployments using PDQ or other automated tool eg: SCCM
  • Administration of enterprise applications, including O365/Exchange/MDM
  • Support and troubleshoot printers, hardware peripherals, smartphones and applications.
  • Windows servers – install/admin/support of physical & virtual servers
  • Active Directory – Server admin, OUs, GPOs, permissions, printers
  • Knowledge of spam filtering / anti-virus / threat protection / Malware
  • Develop, maintain and update documentation.
  • Provide end-user training as required.
  • Provide a helpful and professional service at all times.
  • Local IT vendor management and relationships
  • Documentation – experience in creating process flows / SOPs
  • Regular and consistent status reporting to group IT manager and escalation of relevant issues

What you bring to the role:


  • 2 to 4 years of experience in a fast moving IT operations and support environment
  • Microsoft Desktop OS support and remote administration
  • Ability to diagnose and if necessary, repair PC, Laptop and printer faults
  • Microsoft Office365, PowerShell, scripting 
  • Network connectivity troubleshooting skills, hardware and software troubleshooting experience
  • Strong analytical and problem-solving skills
  • Remote team and collaboration experience
  • Excellent English oral and written skills


  • Knowledge of and experience of working in a regulated computer system validated (CSV) environment
  • Pharma or food manufacturing or Quality Assurance experience

What We Offer:

  • Competitive Salary
  • Paid Holidays
  • Competitive Vacation Policy
  • Great benefits
  • 401K plan
  • Employee Assistance Program

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