IT Help Desk Specialist II

We're Teva, a leading innovative biopharmaceutical company, enabled by a world-class generics business. Whether it's innovating in the fields of neuroscience and immunology or delivering high-quality medicine worldwide, we're dedicated to addressing patients' needs now and in the future. Here, you will be part of a high-performing, inclusive culture that values fresh thinking and collaboration. You'll have the room to grow, the flexibility to balance life with work, and the opportunity to better health worldwide, together.

Founded in 1992, Anda Inc. is an independent, wholly owned subsidiary of Teva Pharmaceutical Industries Ltd. As the 4th largest pharmaceutical wholesaler, we play an important role in the healthcare supply chain by providing distribution services across a broad portfolio of products throughout the United States, Puerto Rico, and the U.S. Virgin Islands.

At Anda, you will be part of a collaborative, high performing team focused on supporting our customers and the patients they serve. We value fresh thinking, shared accountability, and a commitment to doing what’s right for our customers and communities. Here, you will have the opportunity to grow your career, contribute to meaningful work, and be part of an inclusive culture where collaboration and purpose come together in support of better health.

The Service Desk Technician is responsible for managing incoming helpdesk requests and calls from our customers and employees. Candidates must be capable of investigating and resolving issues, and routing problems if necessary. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

• Provide Level 1 & 2 Help Desk/IT support to clients across North America as well as company employees
• Serves as the first point of contact for customers and employees seeking technical assistance over the phone, email or chat
• Diagnoses and resolves technical issues
• Escalate problems (when required) to the Service Desk Supervisor, Manager, applicable IT representative or company representative
• Record, track and document the service desk request problem-solving process, and actions taken, through to final resolution
• Assists clients using remote administration tools
• Utilize excellent customer service skills and exceed customers' expectations

Any equivalent combination of education, training and/or experience that fulfills the requirements of the position will be considered.

• Minimum 3 years' experience in a support technician or help desk role
• Associates degree or equivalent experience
• Preferred ITIL Foundation & COMPTIA A+

• Excellent verbal and written communication skills
• Exceptional analytical and problem-solving skills
• Ability to work independently and as a member of the IT team
• Service Now experience
• Knowledge of current software, including Microsoft Office & Windows products
• Preferred knowledge of TPS application and Service Now Incident Management System
• Understanding of Active Directory
• Ability to work varied shifts, after hours and or weekends when needed
• Self-Motivated Team player
• Knowledge of PC network and internet connectivity
• Demonstrates sound judgement, patience, and maintains a professional demeanor at all times
• Detail oriented, organizational skills and the ability to prioritize

No Travel Required

Occasional:
Sitting for extended periods of time at work station or mobile equipment.

Visual Acuity:
Perform activities such as computer work.

• Comprehensive Health Insurance:
  Medical, Dental, Vision, and Prescription coverage starting on…