Job Description
Description Associate Application Analyst will be responsible for escalated incidents, requests from the IT Helpdesk, assisting our Executive Team and end users in multiple locations. The Associate Application Analyst will also be responsible for improving and creating new IT processes to help streamline the business and escalating incidents to specialized support if needed. The position calls for superior technical, and presentation skills to thrive in a fast-paced growing company. The role is high visibility and high customer-touch, so an upbeat, positive attitude combined with a passion for delivering first in class IT services is essential to success. 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 users 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 Skills Desktop, Help desk, Windows 10, Troubleshooting, Customer service, Active directory, Help desk support, Technical support, Office 365 Additional Skills & 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 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 skil