End User Support Analyst

2 weeks ago

West Chester, United States RESILIENCE US INC Full time

A career at Resilience is more than just a job - it's an opportunity to change the future. Resilience is a technology-focused biomanufacturing company that's changing the way medicine is made. We're building a sustainable network of high-tech, end-to-end manufacturing solutions to better withstand disruptive events, serve scientific discovery, and reach those in need. For more information, please visit Position Summary & Responsibilities The end user support analyst's primary responsibility is to ensure all Resilience users can effectively utilize Resilience's technology, digital tools and systems. The End User Support Analyst (EUSA) will be responsible for digital end user support and digital operations activities requested by customers and or assigned by management. This person will introduce new employees and contractors to the digital ecosystem at Resilience and perform all end user computer laptop maintenance and provisioning, system onboarding/offboarding, conference room support, badge and printer support, etc. This role will also support the development required for configuration, administration, or maintenance of any systems supported by the Digital organization. The End User Support Analyst will collaborate with peers across departments and sites, often working in cross-functional teams to ensure completion of Digital requests, incidents, problems and projects that help improve the operation and end user support experience. This is for a swing shift: 11am - 7pm. Responsibilities End user device support of local computers and laptops for remote and onsite end users. Manage conference rooms technology and audio-visual systems. Digital asset management of end user devices Onboard and offboard employees and contractors by performing new hire orientation related to digital activities and provisioning of end user devices. Provides end user digital support to all visitors/guests to the site as needed. Assists end users and administrators with onsite digital security system needs Supports end users and vendors with all end user printing needs Monitors ticketing system queue and responds to all user incidents and requests via phone, in person, email or chat. Builds laboratory walkabout laptops on restricted secure network. Supports and contributes to digital operation and end user continuous improvement initiatives. Compiles and reports technical performance metrics upon request of customers. Supports enterprise and other site(s) initiatives as needed. Provides as-needed lab facing support for the location onsite. Minimum Qualifications End User Support / IT Operations experience Hands-on experience with ITSM and change management Experience in highly regulated environments, pharmaceutical preferred. Technical knowledge of deskside support, device administration and maintenance skills Strong working knowledge with system troubleshooting and maintenance Strong organizational skills and ability to multitask and execute in a high-pressure environment Ability to prioritize and quickly resolve issues Excellent written and oral communication skills Excellent analytical and problem-solving skills Excellent attention to detail and documentation skills Effective time management skills and ability to meet deadlines Microsoft experience required Flexibility to work a variety of shifts with minimal notice Comfortable in a fast-paced, start-up, collaborative small company environment, working with minimal direction and able to adjust workload based upon changing priorities. Preferred Qualifications 2+ years of End User Support / IT Operations experience Project management experience MAC and IoS devices Fluency in supporting the digitization of manufacturing & engineering business process by sharing the IT knowledge to local user communities Builder mentality that seeks to

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