Service Desk Technician II

About the company

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions spanning the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact, aiming to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience, ensuring patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides data, strategic insights, patient support services, and healthcare provider engagement tools to help life sciences companies successfully commercialize new products.

Valeris serves more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana.

Responsibilities

• User Management:
  • Create and manage user accounts in on-premises Active Directory (AD) and Microsoft Entra (formerly Azure AD).
  • Provision access and licensing for Office 365, Salesforce, Adobe applications, and other software.
  • Manage Single Sign-On (SSO) and privileged accounts.
  • Handle identity management and access requests.
• Hardware Deployment and Collection:
  • Deploy and collect end-user hardware, including laptops, desktops, thin clients, desk phones, monitors, and other peripherals.
  • Maintain inventory of hardware and ensure proper tracking and documentation.
• Technical Support:
  • Provide support for Office 365 applications, including Outlook, Microsoft Teams, SharePoint, OneDrive, and Webex Teams.
  • Troubleshoot software installation and issues related to Windows 10, Windows 11, macOS, and Windows Server.
  • Support wired and wireless networking, including troubleshooting network issues.
• Security and Compliance:
  • Manage security tools such as SentinelOne, DUO, and OnGuard.
  • Ensure compliance with security policies and procedures.
  • Handle access requests and manage privileged accounts.
• Software and Application Management:
  • Administer cloud-based mail systems (Office 365).
  • Manage Microsoft licensing and software installations.
  • Provide support and licensing for various applications.
• Service Management:
  • Utilize ServiceNow for ticketing and incident management.
  • Provide remote assistance using tools like TeamViewer and Nerdio.
  • Maintain shared drives and manage access permissions.
• Printer and Peripheral Management:
  • Support and troubleshoot Xerox and Canon printers.
  • Manage print services using PaperCut.

Qualifications

• Education and Experience:
  • College diploma or university degree in the field of computer science and/or 3-5 years equivalent work experience.
  • Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft MCP, Microsoft Certified: Azure Administrator Associate, ITIL Foundation, or similar are preferred.
• Technical Skills:
  • Proficiency in on-premises AD, Microsoft Entra, and on-premises Exchange.
  • Experience with Office 365 cloud-based mail and Microsoft licensing.
  • Knowledge of software installation and troubleshooting.
  • Familiarity with inventory management of hardware.
  • Expertise in Office 365 applications, Outlook, Microsoft Teams, SharePoint, OneDrive, and Webex Teams.
  • Experience with Adobe applications, Salesforce, Okta, DUO, OnGuard, and SSO.
  • Knowledge of privileged accounts, identity management, access requests, and hardware requests.
  • Proficiency in ServiceNow, SentinelOne, Nerdio, Stratodesk, Windows 10, Windows 11, Windows Server, Xerox printers, Canon printers, PaperCut, Slack, FedEx Ship Manager, macOS, JAMF, Apple Business Manager, wired and wireless networking, Azure, Exchange, and Entra.
• Soft Skills:
  • Strong problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong organizational skills and attention to detail.

Additional Information

This position may require occasional travel to different office locations. The technician may need to work outside regular business hours to support critical issues or deployments.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel, and reach with hands and arms. Candidates should be able to type at least 35 words per minute with 97% accuracy. Although minimal, flexibility to travel as needed is preferred. This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, and photocopiers.

Benefits

Full-time employees can expect the following benefits:

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs.
• Additional health support, including telehealth and Employee Assistance Program (EAP) services.
• Company match on Health Savings Account contributions.
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000.
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability.
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting.
• Paid Time Off (PTO) and Sick Leave to support work-life balance.
• Nine paid holidays plus two floating holidays.
• Opportunities for advancement in a company that supports personal and professional growth.
• A challenging, stimulating work environment that encourages new ideas.
• A mission-driven, inclusive culture where your work makes a meaningful impact.