Application Support Analyst/Helpdesk support

JOB TITLE: Associate Application Support Analyst

LOCATION: 4949 Pearl East Circle, Suite 100, Boulder CO 80301

ASSIGNMENT DURATION: 1 year, potential to extend

TOP 3 MUST HAVE SKILLS:

1. PC support and Mobile support

2. Microsoft, 365 support

3. Experience in Bio Pharma environment

*Does not need much lab experience, will mainly focus on end user and desk support**

at least 3 years' experience

Responsibilities

ESSENTIAL FUNCTIONS:

• Provide desk-side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory setting

• Support and troubleshoot system and network issues related to end-user, laboratory IT and VoIP equipment, according to standard operating procedures

Recommend and test cost effective technical system improvements

Drive IT projects and deliverables with the help of the Sr. IT Helpdesk Manager

Proactively create corrective and mitigating steps to reduce future incidents and ticket volume

• Use an ITSM to manage all incidents and requests to ensure that work is completed to the customers satisfaction in a timely manner and according to the Service Level Agreements (SLAs)

• Manage Exchange Online including mailboxes, distribution groups, calendars

Collaborate with internal departments to improve/create processes

Work with internal departments and external vendors to implement new applications, services to end uses

• Participate in projects and act as a Subject Matter Expert for key technologies

• Contribute internal IT documentation and create technical bulletins to expand the knowledge base for handling support issues

• Assist users with activating and troubleshooting company-owned mobile devices

• Work directly with IT support teams for mission critical issues and adhere to department escalation policy

Operate desktop imaging solution, application packaging, and configuration settings

Responsible for supporting audio and visual equipment for conference rooms and educating employees in its use

Identify, evaluate, promote, and implement customer support best practices

Carrying a company issued mobile phone is required

In partnership with other team members, lead the testing, configuration, installation and repair of IT related equipment

Assist in configuring and maintaining Active Directory, Azure, Office 365, and VoIP accounts

Provide training and mentorship to new IT Helpdesk Technmicians

Decommission hardware

Configure and troubleshoot network printers

Able to make some material decisions without consulting manager

Participate in weekend on-call rotation on an as needed basis

QUALIFICATIONS:

• Education Level: B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.

• Experience Level: 3 years of relevant experience

• Preferred Experience/Skills:

• Experience with working in the pharmaceutical industry and regulated environments

• Ability to handle multiple tasks in a fast-paced environment with strong attention to detail

• Expert knowledge of Microsoft Operating systems

• Strong experience working with local Active Directory and Azure

• Ability to present formal and informal training and assistance to end users

• Apple iOS Systems

• Working knowledge of the administration of Microsoft Office 365 application suite

• Ability to find creative and “out-of-the-box” solutions to incidents and requests

• Ability to provide clear and logical thought processes to identify root causes of incidents

• Expert knowledge in the installation, configuration, upgrading, and troubleshooting hardware and software components

• Experience working with enterprise Anti-Virus technologies such as Trellix

• Able to work with people to establish goals, objectives, and change management plans

• Experience in installing and configuring Windows based applications using a software distribution tool

• Experience in working with enterprise Mobile Device Management technologies

• Working knowledge and understanding of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switches

• Ability to understand and adhere to systems security and control procedures in accordance with departmental, and corporate standards

• Demonstrated skills in time management, scheduling, and task prioritization to meet deadlines and goals

• Desire to learn new technologies

• Outstanding customer service provider

• Exceptional interpersonal skills for written, and face to face communications

• Advanced experience within the Office 365 Admin Center and AzureAD with an emphasis in Exchange Online Administration and troubleshooting

• Demonstrated project management skills

• Automox, SmartDeploy and FreshService experience a plus