IT Support Analyst

Application Support AnalystResponsibilitiesESSENTIAL FUNCTIONS:Provide desk-side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory settingSupport and troubleshoot system and network issues related to end-user, laboratory IT and VoIP equipment, according to standard operating proceduresRecommend and test cost effective technical system improvementsDrive IT projects and deliverables with the help of the Sr. IT Helpdesk ManagerProactively create corrective and mitigating steps to reduce future incidents and ticket volumeUse 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, calendarsCollaborate with internal departments to improve/create processesWork with internal departments and external vendors to implement new applications, services to end usesParticipate in projects and act as a Subject Matter Expert for key technologiesContribute internal IT documentation and create technical bulletins to expand the knowledge base for handling support issuesAssist users with activating and troubleshooting company-owned mobile devicesWork directly with IT support teams for mission critical issues and adhere to department escalation policyOperate desktop imaging solution, application packaging, and configuration settingsResponsible for supporting audio and visual equipment for conference rooms and educating employees in its useIdentify, evaluate, promote, and implement customer support best practicesCarrying a company issued mobile phone is requiredIn partnership with other team members, lead the testing, configuration, installation and repair of IT related equipmentAssist in configuring and maintaining Active Directory, Azure, Office 365, and VoIP accountsProvide training and mentorship to new IT Helpdesk TechniciansDecommission hardwareConfigure and troubleshoot network printersAble to make some material decisions without consulting managerParticipate in weekend on-call rotation on an as needed basisQUALIFICATIONS:• 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