Associate Application Support Analyst

Responsibilities

• Provide desk-side and subject matter expert IT support for office and clinical/research laboratory users.
• Escalate and resolve incidents/requests (IT Helpdesk; mission-critical issues) using ITSM and SLAs.
• Troubleshoot end-user, lab IT, VoIP, network, and system issues per SOPs; reduce recurring incidents/ticket volume.
• Manage Exchange Online (mailboxes, distribution groups, calendars).
• Support Active Directory, Azure, Office 365, VoIP accounts; configure imaging, application packaging, and desktop settings.
• Lead testing/configuration/installation/repair of IT equipment; decommission hardware; support conference room A/V.
• Implement customer support best practices; collaborate with internal teams and external vendors; document knowledge base.
• Activate/troubleshoot company mobile devices; assist with network printer configuration.
• Participate in weekend on-call rotation; carry company mobile phone.

• Bachelor’s in CS/Software Engineering or related; 3+ years IT helpdesk and project experience.
• Expert MS Windows; strong local Active Directory and Azure experience.
• 3+ years relevant experience; strong technical/presentation skills in fast-paced environments.
• Required:
  
  Office 365 administration knowledge; customer service; training/mentorship ability; time management/prioritization; security/control procedure adherence.

• Pharmaceutical/regulatory environment experience; iOS; enterprise AV (e.g., Trellix);
  Exchange Online troubleshooting;
  Office 365 Admin Center/AzureAD;
  Windows app deployment tools (e.g., software distribution); enterprise MDM; TCP/IP/DNS/DHCP/VPN; project management.
• Automox, Smart Deploy, Fresh Service.

• Base compensation range: $70,400–$123,200; eligible for company bonus; long-term incentives/vehicles may apply.
• Medical/dental/vision, life/disability, 401(k), FSA, EAP, tuition reimbursement, voluntary benefits; sick time, flexible vacation, parental leave.