What are the responsibilities and job description for the End User Support Analyst position at Resilience?
A career at Resilience is more than just a job - it's an opportunity to change the future.
Resilience is a technology-focused biomanufacturing company that's changing the way medicine is made . We're building a sustainable network of high-tech, end-to-end manufacturing solutions to better withstand disruptive events, serve scientific discovery, and reach those in need.
For more information, please visit www.resilience.com
Position Summary & Responsibilities
The End User Support Representative provides critical technical support and digital operations assistance for both remote and onsite users. This role ensures seamless operation of end-user and lab devices, digital systems (on prem and in the cloud), on-site technology, including print services and conference room while contributing to continuous improvement initiatives. The representative acts as the first point of contact for troubleshooting, device management, and technical issue resolution, providing exceptional service to employees, contractors, visitors, and vendors. The End User Support Analyst will collaborate with peers across departments and sites, often working in cross-functional teams to ensure completion of Digital requests, incidents, problems and projects that help improve the operation and end user support experience.
End User and Lab Device Support
- Provide comprehensive technical support for local computers, laptops, and other end-user devices for both remote and onsite users.
- Perform digital asset management, including setup, deployment, maintenance, and inventory tracking of end-user devices.
- Build and configure laboratory walkabout laptops for use on restricted secure networks.
Employee Lifecycle Support
Conference Room and Audio-Visual Support
Printing and Security Support
Incident Management and User Support
Continuous Improvement and Reporting
Minimum Qualifications
Experience as End User Support / IT Operations Analyst
Hands-on experience with IT SM and change management
Experience in highly regulated environments , pharmaceutical preferred.
T echnical knowledge of deskside support , device administration and maintenance skills
Strong working knowledge with system troubleshooting and maintenance
Strong organizational skill s and ability to multitask and execute in a high-pressure environment
Ability to prioritize and quickly resolve issues
Excellent written and oral communication skills
Excellent analytical and problem-solving skills
Excellent attention to detail and documentation skills
Effective time management skills and ability to meet deadlines
Microsoft experience required
Flexibility to work a variety of shifts with minimal notice
Comfortable in a fast-paced, start-up, collaborative small company environment, working with minimal direction and able to adjust workload based upon changing priorities.
Preferred Qualifications
The items described here are representative of those that must be met successfully to perform the essential functions of this job.
Resilience is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, physical or mental disability, genetic information, or characteristic, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Requests for reasonable accommodation can be made at any stage of the recruitment process.
Resilience offers employees a robust total rewards program including equity, an annual cash bonus program, a 401(k) plan with a generous company match and our benefits package which is thoughtfully designed to support our employees with great healthcare (including medical, dental and vision), family building benefits, life and disability insurance, flexible time off, paid holidays, other paid leaves of absence, tuition reimbursement and support for caregiving needs. Our target base pay hiring range for this position is $60,000.00 - $90,000.00 per year. Actual base pay is dependent upon a number of factors, including but not limited to, the candidate's geographical location, relevant experience, qualifications, skills and knowledge. Excited about Resilience and the biomanufacturing revolution? We encourage you to apply and start a conversation with one of our recruiters.
Salary : $60,000 - $90,000
