Desktop Support Analyst
About the role
The Desktop Support Analyst will be responsible for escalated incidents, requests from the IT Helpdesk, assisting our Executive Team and end users in multiple locations. The Associate Application Analyst will also be responsible for improving and creating new IT processes to help streamline the business.
Responsibilities
- 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 users
- 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
- Aid users with activating and troubleshooting company-owned mobile devices
- Operate desktop imaging solution, application packaging, and configuration settings
- Identify, evaluate, promote, and implement customer support best practices
- Carry a company issued mobile phone
- Lead the testing, configuration, installation and repair of IT related equipment
- Provide training and mentorship to new IT Helpdesk Technicians
- 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, expert knowledge in the installation, configuration, upgrading, and troubleshooting hardware and software components, experience working with enterprise Anti-Virus technologies, experience working with enterprise Mobile Device Management technologies, working knowledge and understanding of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switches, 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, ServiceNow exp
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Pay and Benefits
The pay range for this position is $35.00 - $40.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Job Type & Location
This is a Contract position based out of Lexington, MA.
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership.
About TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities.