Associate - Support Services

About the role

Technicians will be the “face of IT”, working directly with Lilly resources to address computer issues, questions and concerns. Technicians will proactively work with customers to create world class digital user experience. Work will focus on improving productivity through proactive identification/remediation of potential hardware issues, leveraging data analytics to determine areas of focus, and proactively ensure devices meet security standards (patches, driver updates, supported app levels, etc.). Some on call after hours may be required. In addition, technicians will work in our walk-up support sites, aka Tech On Point, on a rotating schedule. Tech On Point technicians are the primary point of contact for hardware, operating systems, and enterprise applications, new hire onboarding, accessory assistance and users' adoption of new and upcoming IT initiatives and services.

Schedule

This role is 100% on-site 5 days a week with hours from 7:30 am – 4:30 pm EST. You will be rotating between our 5 Indianapolis sites.

How You Will Succeed

As a key contributor to this team, you will bring your high learning agility and end user/customer service skills to understand the critical business processes that enable productivity through technology. You will bring your technical and customer experience to troubleshoot technical issues when they arise. With your curiosity of all things technical and willingness to drive change, you will work with peers and customers to improve the digital user experience across Lilly.

Requirements

• High School Diploma/GED Plus 6 years of experience in similar roles
• Expert knowledge in the set-up, configuration, and use of computer hardware, software, and network including internet security and data privacy principles
• Diagnostic and problem-solving skills with focus on end point devices, peripherals, and advanced knowledge of all O365 (Word, Excel, Outlook, PowerPoint, Azure, SharePoint, Teams etc.)
• Excellent technical and non-technical communication skills required: ability to partner with other Infrastructure teams to troubleshoot technical issues; must be able to translate technical content for non-technical customers
• Advanced understanding of multiple operating systems (Windows, Mac, iOS)
• Certification as IT Technician will be an advantage (e.g., Microsoft Certified IT Professional)

Qualifications

• Bachelor’s Degree in Information Technology or related field
• Completed Apple Certifications: CompTIA A+ and Apple Certified Support Professional
• Completed Microsoft 365 Fundamentals Certification
• Previous Help desk experience
• Previous Customer Service experience

Benefits

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).

Pay

The anticipated wage for this position is $64,500 – $151,800.

About The Organization

The Unified Site Support team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.