Desktop Support Analyst

Description
The Desktop Support 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. The Associate Application Analyst will escalate 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
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,…