Application Support Analyst
Responsibilities
ESSENTIAL FUNCTIONS :
- Provide desk-side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory setting
- Support and troubleshoot system and network issues related to end-user, laboratory IT and VoIP equipment, according to standard operating procedures
- Recommend and test cost effective technical system improvements
- Drive IT projects and deliverables with the help of the Sr. IT Helpdesk Manager
- Proactively create corrective and mitigating steps to reduce future incidents and ticket volume
- Use an ITSM to manage all incidents and requests to ensure that work is completed to the customers satisfaction in a timely manner and according to the Service Level Agreements (SLAs)
Manage Exchange Online including mailboxes, distribution groups, calendars
- Collaborate with internal departments to improve / create processes
- Work with internal departments and external vendors to implement new applications, services to end uses
- Participate in projects and act as a Subject Matter Expert for key technologies
- Contribute internal IT documentation and create technical bulletins to expand the knowledge base for handling support issues
- Assist users with activating and troubleshooting company-owned mobile devices
- Work directly with IT support teams for mission critical issues and adhere to department escalation policy
- Operate desktop imaging solution, application packaging, and configuration settings
- Responsible for supporting audio and visual equipment for conference rooms and educating employees in its use
- Identify, evaluate, promote, and implement customer support best practices
- Carrying a company issued mobile phone is required
- In partnership with other team members, lead the testing, configuration, installation and repair of IT related equipment
- Assist in configuring and maintaining Active Directory, Azure, Office 365, and VoIP accounts
- Provide training and mentorship to new IT Helpdesk Technicians
- Decommission hardware
- Configure and troubleshoot network printers
- Able to make some material decisions without consulting manager
- Participate in weekend on-call rotation on an as needed basis
QUALIFICATIONS :
- Education Level : B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.
- Experience Level : 3+ years of relevant experience
- Preferred Experience / Skills :
- Experience with working in the pharmaceutical industry and regulated environments
- Ability to handle multiple tasks in a fast-paced environment with strong attention to detail
- Expert knowledge of Microsoft Operating systems
- Strong experience working with local Active Directory and Azure
- Ability to present formal and informal training and assistance to end users
- Apple iOS Systems
- Working knowledge of the administration of Microsoft Office 365 application suite
- Ability to find creative and out-of-the-box solutions to incidents and requests
- Ability to provide clear and logical thought processes to identify root causes of incidents
- Expert knowledge in the installation, configuration, upgrading, and troubleshooting hardware and software components
- Experience working with enterprise Anti-Virus technologies such as Trellix
- Able to work with people to establish goals, objectives, and change management plans
- Experience in installing and configuring Windows based applications using a software distribution tool
- Experience in working with enterprise Mobile Device Management technologies
- Working knowledge and understanding of network technologies such as TCP / IP, DNS, DHCP, VPN, routers, and switches
- Ability to understand and adhere to systems security and control procedures in accordance with departmental, and corporate standards
- Demonstrated skills in time management, scheduling, and task prioritization to meet deadlines and goals
- Desire to learn new technologies
- Outstanding customer service provider
- Exceptional interpersonal skills for written, and face to face communications
- Advanced experience within the Office 365 Admin Center and AzureAD with an emphasis in Exchange Online Administration and troubleshooting
- Demonstrated project management skills
- Automox, SmartDeploy and FreshService experience a plus
8 days ago