Site Service Technician II

The Site Services Technician provides on-site hands-on IT support to AbbVie employees, contractors, and business partners. This role is responsible for delivering high-quality deskside support, managing end-user devices and assets, supporting onboarding and offboarding activities, assisting with meeting room and executive support, and serving as smart hands for infrastructure and other BTS teams when physical intervention is required.

As an insourced AbbVie team member, the Site Services Technician operates within AbbVie’s Site Services organization and follows standardized ITSM, compliance, asset, and change management processes to ensure consistent, secure, and reliable support.

• Troubleshoot and resolve issues with Windows laptops and desktops, monitors, docking stations, mobile devices, printers, scanners, headsets, and other standard peripherals.
• Provide best-effort support for Mac devices, where applicable.
• Perform hardware repairs, replacements, or coordinate warranty/service vendor support as needed.
• Reimage, upgrade, configure, retire, and dispose of devices in accordance with company procedures and e-waste requirements.

• Maintain local inventory of end-user devices, loaners, spare equipment, and consumables.
• Update asset records in ServiceNow or other approved asset systems.
• Conduct inventory audits and reconcile discrepancies.
• Manage device lifecycle activities including deployment, swap, return, and retirement.

• Support first-day setup for new employees and contractors, including hardware, accounts, and access readiness.
• Coordinate retrieval of equipment and ensure proper deprovisioning during employee or contractor exits.
• Follow offboarding checklists to ensure compliance, asset recovery, and timely closure of access requests.

• Provide technical support for conference rooms, town halls, VIP visits, and site events.
• Assist with meeting room AV, collaboration tools, Teams/Zoom setup, and related troubleshooting.
• Escalate advanced AV or telepresence issues to the appropriate support team or vendor.

• Act as the onsite physical support resource for Network, Server, Telecom, and other BTS teams.
• Perform approved tasks such as power cycling equipment, swapping components, verifying indicators, or escorting vendors.
• Follow instructions from expert teams and elevate issues beyond onsite scope.

• Maintain local runbooks, site knowledge articles, contact lists, and support documentation.
• Help keep IT spaces secure, organized, and compliant with local policy.
• Support local IT projects such as office moves, conference room setup, hardware refreshes, or site expansions.

• Manage incidents, service requests, tasks, and changes in ServiceNow.
• Maintain accurate notes, updates, resolution details, and time entries.
• Monitor queue health, respond to alerts, and ensure tickets are acted on within expected timeframes.
• Follow IT change management and approval processes for work requiring formal change control.

• Work closely with the Service Desk, other BTS support teams, regional leaders, and approved vendors.
• Escalate issues appropriately when problems fall outside scope, access, or expertise.
• Provide clear updates to users and stakeholders throughout issue resolution.
• Partner with the Site Service Leader or regional manager on operational priorities, escalations, and process gaps.

• Complete all required onboarding, security, and site-specific training before working independently.
• Follow AbbVie security, confidentiality, and data protection requirements.
• Adhere to EHS, GMP, GxP, and site-specific procedures when supporting regulated environments.
• Maintain audit-ready documentation and comply with all local and enterprise policies.

• Handle more complex and escalated incidents independently, including recurring and multi-user issues, and drive them to resolution.
• Act as a point of contact for Site Service Technician I and provide day-to-day guidance and knowledge sharing.
• Lead or coordinate local projects such as office moves, hardware refreshes, and conference room setups.
• Contribute to improving runbooks, knowledge