IT Support Specialist - End User Services

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Merck Group is seeking an on-site End User Services Specialist in Milwaukee to own incident and service request management, onboarding and offboarding, asset and license management, and end-user training across local and global IT teams. The role centers on strong customer focus, collaboration with Infrastructure, and hands-on support for laptops, desktops, mobile devices, Windows patching, and compliance. Requirements include 3+ years in a customer-facing IT role, 1+ year mobile device support, and proficiency with Microsoft Office; ITIL or Microsoft certs and SCCM are a plus. To apply, tailor your resume to incidents and on-site support, spotlight communication, problem solving, and readiness to work onsite, and show experience with end-user training and governance. Also confirm US work eligibility.

Work Your Magic with us! Start your next chapter and join MilliporeSigma.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. 

Your Role:

As the End User Services – Specialist, you will be accountable for the delivery of IT support, services, and customer experience, ONSITE at our Milwaukee site (6000 N Teutonia). In this role, you will guide customers through all support processes (including Global) when needed.  

• Full responsibility for Incidents/Service Requests/Problems management, providing as 2nd and 3rd level onsite support
• Work as part of the local IT team supporting all onboarding, offboarding and relocation requests
• Provide support for any integration activities and work with global teams to resolve complicated and advanced IT related issues
• Support all services related to Lifecycle management, Asset and License Management, User Access management for end users software and hardware
• Provide a positive and supportive experience for the customer at all times.  Seek support from colleagues in difficult situations
• Maintain a core level of knowledge regarding service offerings for all IT units (including training offerings and resources when available)
• Work with end users, to providing them training as, advice and guidance and training on IT systems and process
• Handles all operations within a site(s). Organizes Onboarding/Offboarding processes
• Participates in any compliance-related topics (e.g. Encryption, Vulnerability, Windows patching and non-standard computers, etc)
• To perform periodic controls supporting the ""Periodic review audit process""
• General Audits and governance support, like P&P updates and periodic review process
• Collaborate and partner with Infrastructure for “smart-hands” and required on premise support for all standard infrastructure in all sites like Storage, Servers and Networking teams, including working with global partners like Orange, TCS
• Translate and communicate Global projects and deployments to the customer
• Support on all processes relating to local Infrastructure, change mgmt., and collaborate with IT-Infrastructure for standardized processes
• Support Innovation activities such as process improvements, pilots, PoCs, etc
• Support procurement process

Physical Attributes:

• Lift at least 25lbs
• Sit or stand for extended periods of time  

Who You Are:

Minimum Qualifications:

• High school diploma or GED
• 3+ years IT experience in a customer-facing role, supporting laptops, desktops, Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel) 
• 1+ years experience supporting mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, Mobile Iron, etc.    

Preferred Qualifications:                                                   

• ITIL Certification a plus. Microsoft Certifications (MCP, MCSE, MCSA)
• Experience with Microsoft SCCM 
• Communicate and collaborate effectively with other IT units (Business partners, Infrastructure and Applications)
• Effective Communication with end users during incident/problem solving and tickets follow ups
• Problem solving and result oriented
• Self motivated to provide excellent services    

Pay Range for this position - $28.00/hr - $44.00/hr

The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!