Hardware and Software Support Analyst

Atlas
Boca Raton, FL
Full-time
We are sorry. The job offer you are looking for is no longer available.

The Tier 2 Software / Hardware Support Analyst will join the application support team dedicated to maintaining and enhancing the functionality of critical applications at customer intake centers for a global pharmaceutical client.

This role requires a strong ability to troubleshoot both hardware and software issues, collaborate with local site personnel, and support a global infrastructure environment.

The individual will be accountable for meeting operational metrics and SLAs to ensure optimal user satisfaction in a high-demand, healthcare-focused environment.

Experience supporting plasma centers or related healthcare environments is a plus.

What You Will Do :

As a Tier 2 Software / Hardware Support Analyst, you will :

  • Provide Tier 2 support for software and hardware applications, managing issues that arise within critical customer intake centers and ensuring alignment with established SLAs.
  • Use ServiceNow or similar incident management systems to track, manage, and resolve support requests efficiently.
  • Interface directly with end users to understand and address their software and hardware concerns, providing responsive and clear solutions.
  • Coordinate with local site personnel to configure business applications, hardware, and related infrastructure, including support for occasional off-hour and on-call needs.
  • Collaborate effectively within a team environment to drive consistent service delivery, providing proactive solutions to prevent recurring issues.

Key Responsibilities :

  • Deliver technical support for software and hardware across a global infrastructure, with a primary focus on Windows 10 and 11 operating systems and server hardware.
  • Troubleshoot, diagnose, and resolve Tier 2 issues with business-critical applications used at intake centers.
  • Engage in daily interactions with internal users, supporting diagnostic, lab, or plasma center settings, and ensuring systems are configured for seamless operation.
  • Support and maintain operating metrics through structured workflows and documentation, ensuring SLA adherence.
  • Ensure effective use of ServiceNow or other incident management tools, managing incidents from identification through to resolution.

Qualifications :

  • Demonstrated experience in software / hardware support within global infrastructure environments, preferably with a pharmaceutical or healthcare client.
  • Proficiency with ServiceNow or similar incident management tools.
  • In-depth knowledge of Windows 10 and 11 operating systems, as well as experience with server hardware configuration.
  • Proven experience supporting lab users, diagnostic centers, or plasma center environments is highly beneficial.
  • Strong problem-solving and team collaboration skills, with accountability for service metrics and operational goals.
  • Flexibility to provide on-call support as needed.

Who you will be working for :

Atlas is a global strategic consulting firm focused on the life sciences industry. Our services include Management Consulting, Managed Services, and Agile Services.

Global pharmaceutical companies and emerging players in the Life Sciences depend on over four hundred Atlas consultants to ensure they have the capabilities that will give them the ability to succeed.

Why join the Atlas A-team of Consultants :

  • Opportunity - Atlas has deep life sciences industry roots and a reputation with our clients for having superior quality consultants.
  • Meaningful Work - You will be part of the solution to help clients accomplish their patient-first missions.
  • Culture - We are proactive, highly accountable, and high touch.
  • Solid - We have been delivering exceptional consulting talent for over 23 years.
  • Depth & Breadth of Collaborative Client Relationships They depend on us to design strategic teams which can produce and drive outcomes.
  • We are experts at Project Management, Portfolio Operations, Agile Services, Change Management, and Talent / Organizational Design.

Benefits : Opportunity for a consulting career average tenure of our consultants is over 2.5 years, with many here for over 7.

A-team of support behind you We are all about making you successful. Mutual trust We build mutual trust and encourage respect and cooperation among team members.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status.

We value diversity and inclusion in our workplace and are committed to creating an environment where everyone has an equal opportunity to succeed.

8 hours ago
Related jobs
Atlas
Boca Raton, Florida

Deliver technical support for software and hardware across a global infrastructure, with a primary focus on Windows 10 and 11 operating systems and server hardware. The Tier 2 Software/Hardware Support Analyst will join the application support team dedicated to maintaining and enhancing the function...

Windward Risk Managers
Boca Raton, Florida

Responsibilities include documenting test plans, performing testing and test results for all internally developed and vendor supplied software products for the companies. Position Summary: The position is responsible for software and website manual functional testing. Additional responsibilities may...

Promoted
Applied Research Laboratory at the Penn State University
Key West, Florida

Systems Administrators maintain the integrity of various computer systems including operating systems, physical servers, appliances, and specialized application environments; administer, install, and troubleshoot a variety of technical components, perform systems maintenance tasks such as resource u...

Promoted
VirtualVocations
Boca Raton, Florida

A company is looking for an IT Support Engineer to provide support and optimization for internal customers. ...

Promoted
South County Mental Health Center
Delray Beach, Florida

We are seeking a highly motivated and detail-oriented Junior-level Systems Administrator to join our IT team. The ideal candidate will assist in maintaining and optimizing our organization's computer systems, networks, and servers. Assist in the installation, configuration, and maintenance of ha...

Promoted
Leidos Holding
Key West, FL

The successful candidate will work collaboratively with an outstanding software team and operators and will promote many aspects of the software development lifecycle to include scope and work estimation, architecture and design, coding, and automated testing within an Agile and Continuous Integrati...

Promoted
Somfy Systems Inc
Boynton Beach, Florida

Somfy is seeking a talented Business Analyst. The successful candidate will contribute to our Digital transformation projects that change how Somfy consumes, stores, and analyzes business data. Ad hoc financial analysis and data support for business team. ...

Lockheed Martin
Florida

Our global reach and technical depth offer an endless amount of opportunities for up-and-coming Autonomic Logistics Information Systems (ALIS) or Mission Planning Environment (MPE) professionals seeking a place to make their mark – or for seasoned Autonomic Logistics Information Systems (ALIS) or Mi...

Iron Systems
Delray Beach, Florida

Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and stand-by support. As an on-site support technician, I have experience in service delivery and end-user hardware and software Configuration troubleshooting, providing quali...

Artisan Design Group
Boynton Beach, Florida

The role of IT Desktop Support Analyst works directly with both users and vendors to provide hardware and software support. Primary responsibilities and qualifications include desktop imaging, Office 365 experience, printer assistance, active directory experience, mobile device management, and exper...