Desktop Administrator (Hybrid)

M3 USA is at the forefront of healthcare innovation, offering digital solutions across healthcare, life sciences, pharmaceuticals, and more. Since our inception in 2000, we’ve seen remarkable growth, fueled by our mission to utilize the internet for a healthier world and more efficient healthcare systems.

Our success is anchored in our trusted digital platforms that engage physician communities globally, facilitating impactful medical education, precise job placement, and insightful market research. M3 USA prides itself on a dynamic and innovative work environment where every team member contributes to global health advancements.

Joining M3 USA means being part of a dedicated team striving to make a significant difference in healthcare. We provide a unique opportunity for you to be at the cutting edge of healthcare innovation, shaping the future in a meaningful career. Embrace the chance to drive change with M3 USA

Due to our continued growth, we are hiring for a Desktop Administrator to join Central Services, an M3 company. This position is a hybrid role located in Raleigh, NC. 

The Desktop Administrator manages the deployment, monitoring, patching, and maintenance of all desktop systems including both windows and mac desktops, laptops, and peripherals such as monitors, keyboards, and printers for all M3 USA Business Units. The Desktop Administrator is responsible for the inventory, upgrade cycle, and rollout of all machines with ultimate care around the customer experience and customer service focus for end users.

Essential Duties and Responsibilities

Including, but not limited to the following:

• Clearly communicate technical solutions in a user-friendly, professional manner
• Provide one-on-one end-user training as needed
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all desktop systems, including desktop and laptop PCs operating systems, hardware, software, and peripherals.
• Oversee installation, configuration, maintenance, and troubleshooting of end user desktops and laptops.
• Assess need for any system reconfigurations (minor or significant) and execute them as required including updates to images or software as needed.
• Ensure connectivity of all workstations by working with the Infrastructure Team as needed.
• Recommend, schedule, and perform software improvements, upgrades, and/or purchases.
• Assist and/or provide guidance to junior members of the team.
• Direct research on potential technology solutions in support of procurement efforts for hardware specific to end user desktop needs.
• Keep current with the latest technologies.
• Practice asset management for IT hardware, software, and equipment by maintaining the information in a tool and providing regular reports as needed to Management.
• Responsible for the setup and regular maintenance of the hardware that is sent to specific users as needed in coordination with the Infrastructure and Security team.
• Responsible for maintaining fresh images as needed for systems.
• Responsible for regular patching on desktop operating systems in coordination with the Infrastructure Team.
• Maintain and report on asset management for IT hardware and software, and the maintenance of the Ninja and TeamDynamix asset systems. 
• Assist with Service Desk requests as needed.
• Troubleshoot, resolve, and document network printer problems
• Troubleshoot, resolve, and document end user hardware and software issues.
• Conduct hardware and software inventory database maintenance and upkeep.
• Assist with maintaining the service catalog.
• Assist with building and maintaining the Knowledge Base.
• Assist with onboarding / offboarding tasks including access management and shipping and receiving equipment.
• Manage and update tracking records for all shipped equipment to ensure accurate inventory and timely deliveries.

• Associates degree or equivalent experience
• CompTIA, A+, HDI, ITIL Training preferred
• 2 – 4 Years IT Technical support experience
• Experience in Hardware support
• Experience using imaging software
• Experience with remote patching of systems
• Strong customer service skills; answering client and employee calls; prompt return and follow up to all interactions; prompt response to requests for information
• Ability to multitask and organize large amounts of documentation and emails
• Problem solving skills applied to proactively fix problems to keep them from returning
• Process improvement skills to assist users in ways they may not have thought of on their own

Benefits:

A career opportunity with M3USA offers competitive wages, and benefits such as:

• Health and Dental
• Life, Accident and Disability Insurance
• Prescription Plan
• Flexible Spending Account
• 401k Plan and Match
• Paid Holidays and Vacation
• Sick Days and Personal Day

*M3 reserves the right to change this job description to meet the business needs of the organization

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