EndPoint Operations Technology Engineer

Lake County, IL, United States
Feb 19, 2021
Required Education
Bachelors Degree
Position Type
Full time
About AbbVie
AbbVie's mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

Key Responsibilities:
• Supporting all aspects of the end user experience including hardware, remote access, software installation and strong troubleshooting skills.
• Must demonstrate excellent communication, organizational, and interpersonal skills and be proficient at problem solving and customer service. Investigate, analyze and resolve software, hardware and network connectivity problems.
• Must work with Support Center analysts and Desktop Technicians to understand workstation support needs. Resolve calls that have been escalated to the Team; assume responsibility for client's workstation support; provide remote controlled workstation support services. Use of a Support Ticketing System to ensure all details of work performed is captured.
• Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; Record all support activities for proper measurement of support provided.
• Works effectively with internal IT team, external IT teams, business functions and external vendors and partners to accomplish organizational goals. Actively participates in client or team meetings by offering suggestions.
• Applies analytical thinking skills to diagnose and make recommendations on systems. Incorporates knowledge of business and technology to make recommendations. Ability to translate and communicate to client's technical terms into non-technical language; understanding of computer terms and acronyms; ability to learn new processes and procedures.
• Must enjoy solving a wide variety of problems on a continual basis. Skills and experiences with the use of technology in a business environment, including exposure to Help Desk Support, networks, and application environments.
• Must be adaptable to learn, understand, and master new methods and technologies, and act as a resource for others and move fluidly between different project responsibilities.
• Maintains relationships with affiliates, subsidiaries, and vendors in accordance with AbbVie Values, Vendor Management Office, and Purchasing to further the mission, vision and goals of the organization.
• Ability to ascertain the criticality of incoming requests and take initiative to resolve problems to assure tasks are completed in the most effective manner; fundamental understanding of word processing, spreadsheet and terminal emulation products to properly diagnose problems.
• Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance and data security.
• Produce and maintain required technical documentation associated with solutions produced.


Technology Requirements:
• Must have a broad knowledge of Windows, Mac and Linux based Systems.
• Demonstrated knowledge of Windows 10, MacOS, Linux, Active Directory, Wise Package Studio, Symantec Management Platform, VB .net, C#, Visual Basic Script, PowerShell, VMWare, Microsoft Office 365 in an Exchange environment required, MS AutoPilot, MS SQL, Beyond Trust , Bomgar, NexThink.
• Data aggregation, analysis, interpretation and presentation from different systems.
• Knowledge of Windows registry, DLLs, and other internal functional mechanics.

A successful candidate must be a proficient IT Desktop Support professional with 7 or more years of experience and hold a Bachelor's or Master's degree in Computer Science or related field, possess excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast-paced changing environment.

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Job Type
Job Level Code
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.