About the Opportunity
We are partnered with a pharmaceutical company that is seeking a customer-service oriented Help Desk Analyst to provide technical support of hardware and software to end users. The position will primarily be responsible for onsite support of devices and conference rooms, in addition to tracking inventory in and out. The ideal candidate will have experience working in a service management / ticketing system and responsible for adhering to SLAs and the ITIL framework. The candidate must be a team player who not only loves helping users with technology issues and requests, but also loves learning.
This is a temp position offering a pay of $25/hr. There is potential for extension. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things. Details about eligibility for bonus compensation (if applicable) will be finalized at the time of offer.
Job Responsibilities
- In collaboration with the Infrastructure, Service Management and IT Security teams, ensure the workstation image is stable, clean, secure and updated regularly with change documentation submitted appropriately
- Respond to user requests and issues thoroughly diagnosing and solving problems
- Log all incidents, requests, problems and changes in ServiceNow
- Support audio-visual systems and services including video conferencing
- Deployment and troubleshooting of devices and peripherals: laptops, iPads, phones, printers
- Testing and evaluating new technology
- Talking to users via a series of actions including face-to-face, phone, remotely to support and resolve issues
- Working continuously on a task or problem until completion (involve 3rd parties if needed)
- Working under supervision to prioritize and manage many open cases at a time
- Support of off-site meetings and occasional travel might be needed
Job Requirements
- 2-4 years progressive technical experience supporting similar environments
- Bachelor’s degree in a technical area OR 3-5 years of progressive experience if no Bachelor’s degree
- High level of interpersonal and communication skills
- In-depth knowledge of computer systems and the impact on security and networks
- Knowledge of creating and updating computer images
- Understanding of video conferencing technology
- Strong problem-solving skills
- Microsoft/O365 and Mac OS skills
- Endpoint Manager/MDM skills
