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IT Support Analyst

2 months ago

Morrisville, North Carolina, United States Gravity IT Resources Full time

Job Title: Help Desk Technician

Location: Remote

Job Type: Contract - Potential Conversion

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly.

Position Overview:

Gravity is seeking a Help Desk Technician to provide assistance to our client's internal support tier 1 help desk.

The ideal candidate will have a minimum of 2 years of experience in a customer-facing help desk position. A solid understanding of password resets, troubleshooting, and Active Directory is essential.

Our client is a prominent player in the pharmaceutical solutions sector, dedicated to improving communication between healthcare providers and patients. By utilizing data effectively, they strive to enhance patients' lives by offering valuable insights into the pharmaceutical market and facilitating better interactions with their healthcare professionals.

Duties & Responsibilities:

  • Formulate service strategies to address software, hardware, and networking challenges
  • Diagnose and resolve service-related issues through various channels including phone, web, and in-person
  • Ensure all incidents are managed in accordance with service level agreements (SLAs)
  • Provide reports on the performance and health of the help desk, utilizing uptime and ticket-related metrics
  • Collaborate with IT and business teams to evaluate the impact of incidents on products and services

Required Experience & Skills:

  • Minimum of 2 years in a tier 1 customer service/helpdesk role
  • Experience with help desk ticketing systems for at least 2 years
  • Proven track record in incident troubleshooting and escalation for 2 years
  • Experience working in a collaborative, team-oriented environment for 2 years
  • Familiarity with ITILv3 or similar service delivery frameworks is a plus