Sr. Service Desk Specialist

COMPANY:

At BioCryst, we share a deep commitment to improving the lives of people living with complement-mediated and other rare diseases. For over three decades we’ve been guided by our passion for not settling for “ordinary” in our quest to develop novel medicines. We leverage our expertise in structure-guided drug design to develop first-in-class or best-in-class oral small-molecule and protein therapeutics, led by the efforts of our team of expert scientists in our Discovery Center of Excellence in Birmingham, Alabama. Our global headquarters is in Durham, North Carolina, our European headquarters is in Dublin, Ireland and our employees span the globe across sites in multiple countries. We are proud of our culture of engagement and accountability that rewards people for innovative thinking and achievement of key objectives. For more information, please visit our website at www.biocryst.com or follow us on LinkedIn and Instagram.

JOB SUMMARY:

BioCryst is a fast-growing pharmaceutical company with an immediate opening for an experienced Sr Service Desk Specialist who will be the face of our on-site IT team. The ideal candidate will have a strong technical background, excellent problem-solving skills, excellent front line people skills and a passion for delivering exceptional customer service.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide on-site IT support to employees including responding to incoming requests both in person, via chats and/or calls and tickets in a timely manner owning resolution of issues to completion, ensuring employee satisfaction.
• Lead the resolution of high-priority incidents and work closely with other IT teams or vendors to ensure timely problem resolution.
• Provide ownership of issues to complete resolution, including coordination cross teams.
• Provide onsite technical support to lab users.
• Deliver an attentive focused service to all employees’ white glove experience that is proactive, personal, and effective. Demonstrate value add to the business.
• Design and lead training sessions and workshops to end-users to enhance their technical knowledge and minimize recurring issues. 
• Create, track, respond to and maintain incidents, service requests and projects in the IT Service Management tool.
• Manage time and priorities effectively across projects, tickets, and other requests.
• Analyze reporting trends with service and provide relevant reports to stakeholders.
• Independently leads creation of and updates to documentation for support procedures, troubleshooting steps, and common technical issues, both as an individual and in collaboration with others.
• Operates within the IT Department's defined processes and procedures, Service Level Agreements (SLAs), and company Standard Operating Procedures (SOPs).
• Stay up to date with technology and service trends. Continuously update knowledge of systems, applications, and emerging technologies.
• Escalate complex issues including identifying issues that require further investigation or specialized technical expertise and escalating them to the appropriate teams.
• Proactively identifies opportunities to improve procedures, resources, and support activities within the IT Service Desk team.
• Perform other job duties as assigned with high professionalism, congeniality, and flexibility.
• Provide on-call after-hours support for critical requests and vendor management as needed.
• Provide training and IT assistance to educate users on hardware including desktops, laptops, virtual hardware, etc.
• Train and mentor new team members on job activities and procedures as assigned.
• All other duties assigned by management.
• Must have ability to work in the BioCryst office Monday through Friday
• Must be able to work one Saturday a month and be on call as needed
• Travel up to 10% as needed.

EXPERIENCE & QUALIFICATIONS:

• Associates degree in a related field and 5 years relevant experience in a technical role or equivalent combination of education and experience.
• IT certifications such as CompTIA A , Network , or ITIL (preferred). 
• Ability to diagnose and troubleshoot complex problems and work to a resolution.
• Excellent customer service and communication skills.
• Ability to work independently and resolve owners’ problems without escalation.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment. 
• Strong experience in various software including Windows 10/11, Active Directory, Microsoft Office 365/Office suite, and Microsoft Teams.
• AV and Conference Room Support Experience
• Executive Support Experience
• Experience with collaboration tools, whiteboards, VR headsets etc.
• Strong experience in hardware troubleshooting and repair (Lenovo hardware is a plus) of computers, networks, peripherals and related systems.
• Strong ability to work with a ticketed tracking system for incidents and events and creating /managing those events to full resolution.
• Strong interpersonal skills and the ability to work collaboratively across teams and communicate effectively across teams of varying technical skills and focus.
• Working knowledge and experience working with incident management tools for tracking and resolving issues to remediation/mitigation and root cause analysis.
• Experience managing vendor relationships with service providers, contractors, and other outside parties, providing direction as needed.
• Ability to be on your feet for long periods.
• Ability to lift to 50 pounds, moving computing equipment and work on-site daily.

The statements in this position description are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. The manager may assign additional responsibilities and assignments sometimes.

BioCryst is an equal opportunity employer and is committed to providing equal employment opportunities without regard to age, race, religion, sex, sexual orientation, gender identity, national origin, Veterans status, disability and/or other protected class characteristics. Additionally, BioCryst is committed to achieving its business objectives in compliance with all federal, state, and local law.