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Benefits Offered

Dental, Medical, Vision, Life, 401K

Employment Type


Position Overview:

The End User Services department aids in supporting key technical components of Filtration Group’s Life Sciences division (Servers, Directory Services, LAN/WLAN, WAN, Network Storage, Backup Systems Communications Solutions and Cloud subscription services) and provides key services to internal customers (Incident & Problem Management, Request Fulfilment, hardware and software maintenance, etc.)

This role is responsible for handling 1st point of contact requests through various channels. Assisting the customer and taking ownership of each request to a satisfactory conclusion.

Job Functions include but are not limited to:

Service Responsibility

  • Providing the single point of contact for all new incidents and queries via support channels. All contact to the Service Desk will be logged using the company's Service Management tool
  • Providing a Service Desk function for internal and external customers covering a variety of services that are provided by the business
  • Providing first contact resolution when and where appropriate to customers
  • Installing and configuring computer systems
  • Diagnosing and solving hardware/software faults
  • Analysing call logs to spot trends and underlying issues
  • Assigning incidents and queries to the correct resolver groups (Apps and Infrastructure teams) and managing them through their lifecycle if they cannot be fixed the first time.
  • Ensure internal/external processes and procedures are followed to guarantee consistency and quality of service
  • Identification of Incident Management for high priority incidents
  • Manage the escalations and communications of all incidents including major incidents
  • Ensure that high priority incident responses are actioned within SLA.
  • Escalation of all incidents to appropriate escalation point.
  • Responsible for quality checking to ensure sufficient information to provide updates to customers during the incident lifecycle and on completion of an incident.
  • Alert on any failed components of infrastructure and manage as an Incident within defined Service Level Agreements (SLAs)
  • Fulfill service requests and daily checks including data backup reviews.
  • Represent the company to our Customers in the most professional way and continually ensure the delivery of operational excellence within every engagement

Responsibilities will include traveling to other Life Sciences locations (St. Louis, Fairburn, Richmond, Chicopee, St Charles) as needed and will rotate with other EUS team members.


· Bachelor’s Degree in related field, IT/Computer Science, Finance, Operations Management/Business Management.

· Certifications such as Cisco CCNA, Security +, CompTIA, Microsoft server and desktop operating systems

· ITIL Foundation Certified


· 1+ years of experience working in a busy IT Service Desk/Support environment

· Strong emphasis on service delivery, with the ability to ensure that SLAs are delivered on time

· A very high level of accuracy

· Incident and process understanding

· Knowledge of Microsoft Applications and good general computer skills

Other skills and abilities:

· Commitment to excellent customer service

· Good verbal and written communication

· Incident and process understanding

· Positive can-do attitude

· Flexibility to help cover shifts and short notice requests, travel to other locations if necessary

Organizational and administrative skills

About Filtration Group:

As a world leader in filtration innovation, we can provide a filtration solution for every situation. From custom sizing to industry specific materials and coatings, our engineers make sure our customers are covered. We take pride in delighting our customers by providing filtration solutions for every situation.

Company address: 5900 Genesee Street, Lancaster, NY 14086

Posted date: 1 month ago

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