IT Support Specialist

Role Summary

Apellis Pharmaceuticals is looking for an IT Help Desk Specialist to join our organization. As the first level of support to all employees, this role is the face of the IT function ’re seeking someone with demonstrated skills in computer systems (hardware, software and telephony) as well as stellar customer service, with a commitment to quality and excellence.

• Provide 1st level contact and support of customer issues either in person, over the phone or via remote support tools.
• Work with users to determine the nature of issues, document Service Desk request information, walk users through the problem-solving process and document resolution in Service Management solution.
• Ongoing management and optimization of basic ITIL Service Operations including Incident Management, Event Management, Request Fulfillment, Problem Management and Access Management.
• Partner and collaborate with IT Operations and Enterprise Applications teams to provide the best experience for all Apellis users. May get involved in supporting activities in these areas including but not limited to desktop imaging, application administration/configuration and supplier management (including hosted solutions).
• Provide guidance to remote sales force on best IT practices.
• Conduct on-boarding for new employees and contractors covering Apellis Information Technology policies and procedures.
• Assist in the development and maintenance of IT training materials and Knowledge Base articles.
• Perform other related duties as assigned.

• Required:
  
  Minimum of 4 years of experience in Technical Service Desk or similar role.
• Preferred:
  Work experience within ITIL Service Model is a plus.
• Preferred:
  Prior experience in the Bio-tech industry or supporting a sales force is preferred.

• Possesses excellent interpersonal skills and can work effectively with a diversity of personalities. Must be approachable, show respect for others, and effectively communicate with colleagues in a way that projects a desire to help and a commitment to improving the end-user experience.
• A strong technical background in desktop (Mac/Windows) and cloud application support.
• Telephone and mobile technical experience.
• Excellent attention to detail and the ability to organize and execute on a variety of concurrent activities across multiple disparate areas.
• A creative thinker with high energy and enthusiasm, and a team player.
• Highly organized, results driven, problem solver.
• Superior written and oral communication skills and the ability to work with different levels of management.
• Highly motivated with the ability to be flexible in a fast-paced environment.

• Technical degree in computer technology or related field.