Service Desk Technician II

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of Pharma Cord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications.

Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients.

The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit  Service Desk Technician will be responsible for creating new users and provisioning access and licensing for nearly all of the apps and services in our environment. Responsibilities also include the deployment and collection of all end-user hardware, including laptops, desktops, thin clients, desk phones, monitors, and more.

The technician will provide technical support, troubleshoot issues, process requests, and ensure smooth IT operations.

Job Responsibilities:

User Management:

Create and manage user accounts in on-premises Active Directory (AD) and Microsoft Entra (formerly Azure AD).Provision access and licensing for Office 365, Salesforce, Adobe applications, and other software.

Manage Single Sign-On (SSO) and privileged accounts.

Handle identity management and access requests.

Hardware Deployment and Collection:

Deploy and collect end-user hardware, including laptops, desktops, thin clients, desk phones, monitors, and other peripherals.

Maintain inventory of hardware and ensure proper tracking and documentation.

Technical Support:

Provide support for Office 365 applications, including Outlook, Microsoft Teams, SharePoint, One Drive, and Webex Teams.

Troubleshoot software installation and issues related to Windows 10, Windows 11, macOS, and Windows Server.

Support wired and wireless networking, including troubleshooting network issues.

Security and Compliance:

Manage security tools such as Sentinel One, DUO, and OnGuard.

Ensure compliance with security policies and procedures.

Handle access requests and manage privileged accounts.

Software and Application Management:

Administer cloud-based mail systems (Office 365).Manage Microsoft licensing and software installations.

Provide support and licensing for various applications.

Service Management:

Utilize Service Now for ticketing and incident management.

Provide remote assistance using tools like Team Viewer and Nerdio.

Maintain shared drives and manage access permissions.

Printer and Peripheral Management:

Support and troubleshoot Xerox and Canon printers.

Manage print services using Paper Cut.

Preferred Qualifications:

Technical

Skills:

Proficiency in on-premises AD, Microsoft Entra, and on-premises Exchange.

Experience with Office 365 cloud-based mail and Microsoft licensing.

Knowledge of software installation and troubleshooting.

Familiarity with inventory management of hardware.

Expertise in Office 365 applications, Outlook, Microsoft Teams, SharePoint, One Drive, and Webex Teams.

Experience with Adobe applications, Salesforce, Okta, DUO, OnGuard, and SSO.Knowledge of privileged accounts, identity management, access requests, and hardware requests.

Proficiency in Service Now, Sentinel One, Nerdio, Stratodesk, Windows 10, Windows 11, Windows Server, Xerox printers, Canon printers, Paper Cut, Slack, Fed Ex Ship Manager, macOS, JAMF, Apple Business Manager, wired and wireless networking, Azure, Exchange, Entra, SharePoint and more.

Soft Skills:

Strong problem-solving and troubleshooting skills.

Excellent communication and interpersonal skills.

Ability to work independently and as part of a team.

Strong organizational skills and attention to detail.

Education and Experience:

College diploma or university degree in the field of computer science and/or 3-5 years equivalent work experience.

Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft MCP, Microsoft Certified:
Azure Administrator Associate, ITIL Foundation, or similar are preferred.

Additional Information:

This position may require occasional travel to different office locations.

The technician may need to work outside regular business hours to support critical issues or deployments.

Physical Demands & Work Environment While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with…